Toshiba Strata CTX Insight CTX Manuals

Manuals and User Guides for Toshiba Strata CTX Insight CTX. We have 1 Toshiba Strata CTX Insight CTX manual available for free PDF download: Supervizor's Manual

Toshiba Strata CTX Insight CTX Supervizor's Manual

Toshiba Strata CTX Insight CTX Supervizor's Manual (108 pages)

Brand: Toshiba | Category: Software | Size: 1.79 MB

Table of Contents

Table of Contents
5
Introduction

9
- Organization
  9
- Conventions
  10
- Related Documents and Media
  11
  - CD-Roms
    11
Chapter 1 - the Grand Tour Main Menu

14
- Main Menu Options
  15
- Toolbars
  16
  - MIS Toolbar
    16
  - Reporter Toolbar
    16
Chapter 2 - Real Time Displays Create Real Time Displays

17
- Composite Screen Layout
  19
- Agent Status Window
  20
  - Create New Agent Status Window
    20
  - Configure Agent Status Window
    20
- Real Time Statistics
  22
  - Set Real Time Statistics
    22
- Agent Statistics
  23
  - Create New Agent Statistics Window
    23
  - Configure Agent Statistics Window
    24
- Wait Time Graph
  25
  - Create Wait Time Graph Window
    25
  - Change Wait Time Graph Properties
    26
- Calls in Queue Graph (Insight CTX Plus Only)
  27
  - Creating Calls in Queue Graph
    27
  - Configuring Calls in Queue Graph
    28
- Large Character Window
  29
Chapter 3 - Reports

31
- Overview
  31
- Report Concepts and Terminology
  32
  - Devices
    32
  - Shifts
    34
  - Filters
    40
  - Templates
    42
  - Scheduling
    42
- Reports
  42
  - Event Reports
    42
  - Traffic Reports for Agents or Extensions
    44
  - Traffic Reports for Lines
    49
  - Utilization Reports
    52
  - Contention Reports (Insight CTX Plus Only)
    54
  - Distribution Reports
    55
  - Account Code Reports
    56
- Forecasting
  57
  - Forecasting Report
    58
  - Forecasting Profile Report
    61
- Create Report Template
  65
- Edit Report Contents
  67
- Filter Report Contents (Optional)
  68
- Print Report
  69
- Export Report
  70
- Using MIS Reports to Improve Performance
  71
Chapter 4 - Wallboards Create Wallboards

76
- Edit Wallboard Items
  80
- Automatic Parameter Layout
  81
- Change Fonts
  82
- Create Wallboard Message
  83
- Queue Messages
  84
Chapter 5 - Alarms

85
- Configure Alarms
  85
- View Alarms
  89
Glossary General Terms

93
- Report Terminology
  99
Index

105

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