Toshiba Strata Dk Insight Dk Supervisor Guide

Insight DK Supervisor 5/993
Real Time Displays2
This chapter covers setting up and interpreting Real Time Displays. These displays provide 
immediate feedback on the activity on your call center; they update every second. You can create 
custom templates using a variety of display windows. Standardized colors indicate various alarm 
states and status conditions.
Real Time Displays are configured into templates. A template is a set of display windows that can 
be viewed directly on the screen. Insight DK...

Real Time Displays
Creating Real Time Displays
4Insight DK Supervisor 5/99
 Composite Screen Layout
The following figure shows an example of a composite layout with various real time display 
windows. When a layout like this one is saved, you can easily pull up the same windows by 
selecting this layout.
Indication Colors
On a color monitor, the above windows will show the status of agents and/or devices. Insight DK 
uses five colors for various alarms and call states.
Graphical Displays – 
Wait Time...

Real Time Displays
Agent Status Window
Insight DK Supervisor 5/995
The following procedures describe how to create and configure Agent Displays. The procedures 
for each type of display are the same. For instance, the procedure to create Agent Status Displays 
is the same for Extension and Line Displays.
Agent Status Window
This window shows the current status of each agent in the selected group. Short descriptions of 
each agent’s status appears with a background color that represents various call...

Real Time Displays
Real Time Statistics
6Insight DK Supervisor 5/99
Real Time Statistics
Statistics can be presented as:
©Interval Call Statistics in which you set the length of time (from 1~1140 minutes) that the 
calculations should cover.
©Daily Call Statistics, which are based on shift schedules. The counter is reset to zero at the 
beginning of each shift.
The parameters for Interval and Daily Call Statistics are defined under Setup, Realtime Stats.
Statistical Thresholds and Alarm Thresholds are...

Real Time Displays
Agent Statistics
Insight DK Supervisor 5/997
Agent Statistics
Statistics based on parameters and time periods that you select will be displayed in the Agent 
Statistics Window.
Create a new Agent Statistics Window
Configure the Agent Statistics Window
...or remove 
shifts by 
highlighting 
the shift(s), 
then click 
Remove.
1. From the Window 
menu, click on the 
New icon.
2. Select Agent 
Statistics, click 
OK.
After creating the Agent Statistics window, you can go to the 
Properties...

Real Time Displays
Wait Time Graph
8Insight DK Supervisor 5/99
Wait Time Graph
This is one of the real time data windows that can be created in the work space area of the Insight 
DK MIS application window.
Each wait time bar graph window shows the wait time for the longest waiting call currently queued 
on a series of line groups, DID numbers, DID groups, extension groups or agent groups.
The graph uses status colors to provide an at-a-glance indication of the status of the longest wait 
time in each...

Real Time Displays
Wait Time Graph
Insight DK Supervisor 5/999
Change Properties for the Wait Time Graph
3. Click OK.
The bar graph can be orientated horizontally or vertically. It can also 
be set to auto-scale proportionally for the alarm limits configured for 
the displayed parameters.
1. Right click on the 
Wait Time Graph 
that you wish to 
change.
2. Select the desired 
Wait Time Graph, 
then choose 
Properties. 
3. Select the Name of 
the Device that you 
wish to monitor the 
members of.
4. Select...

Real Time Displays
Calls in Queue Graph (Insight DK Plus only)
10Insight DK Supervisor 5/99
Calls in Queue Graph (Insight DK Plus only)
Each Calls in Queue Graph window displays bar graphs of the number of calls currently queued on 
a series of line groups, DID numbers, DID groups, extension groups or agent groups. This graph 
displays real time data and can be placed in the composite real time display area.
The graphs are in color so that queue status can be determined at a glance. If too many calls are...

Real Time Displays
Calls in Queue Graph (Insight DK Plus only)
Insight DK Supervisor 5/9911
Configuring the Calls in Queue Graph
You can configure the Calls in Queue Graph properties: orient the bar horizontally or vertically, set 
the bar width, bar separation, set text in the bar, and scale the bar.
1. Select the New 
icon.The New Real Time Window displays.
2. From the New Real 
Time window, 
select Calls in 
Queue Graph from 
the drop down list.
3. Right click on the 
Calls in Queue 
Graph Window that...

Real Time Displays
Large Character Window
12Insight DK Supervisor 5/99
Large Character Window
You can create large character windows that display a single parameter for a device or group of 
devices. These windows can display real time status information, such as the number of calls 
waiting to be answered or call statistics information, such as the average call wait time. Real time 
status data is shown with the correct background status color. And, both interval and daily call 
statistics are...