Toshiba Strata CTX Insight CTX Supervizor's Manual page 6

Table of Contents

Contents

Chapter 3 - Reports

Wait Time Graph ...............................................................................................................13

Create Wait Time Graph Window..................................................................................13

Change Wait Time Graph Properties..............................................................................14

Calls in Queue Graph (Insight CTX Plus Only) ................................................................15

Creating Calls in Queue Graph.......................................................................................15

Configuring Calls in Queue Graph .................................................................................16

Large Character Window ...................................................................................................17

Create Large Character Window ....................................................................................17

Configure Large Character Window ..............................................................................17

Duplicate Large Character Window ...............................................................................18

Overview............................................................................................................................19

Report Concepts and Terminology ....................................................................................20

Devices ...........................................................................................................................20

Shifts ...............................................................................................................................22

Filters ..............................................................................................................................28

Templates........................................................................................................................30

Scheduling ......................................................................................................................30

Reports ...............................................................................................................................30

Event Reports..................................................................................................................30

Traffic Reports for Agents or Extensions.......................................................................32

Traffic Reports for Lines ................................................................................................37

Utilization Reports..........................................................................................................40

Contention Reports (Insight CTX Plus Only) ................................................................42

Distribution Reports........................................................................................................43

Account Code Reports....................................................................................................44

Forecasting .........................................................................................................................45

Forecasting Report..........................................................................................................46

Forecasting Profile Report..............................................................................................49

Create Report Template .....................................................................................................53

Edit Report Contents..........................................................................................................55

Filter Report Contents (optional) .......................................................................................56

Print Report........................................................................................................................57

Export Report.....................................................................................................................58

Insight CTX Supervisor Guide

04/03

Table of Contents