Toshiba Strata Dk Insight Dk Supervisor Guide

Reports
Reports
Insight DK Supervisor 5/9923
The parameters available for agent or extension group reports are shown in Ta b l e  7:
Table 7 Parameters for Agent or Extension Group Reports
ParameterAgent 
GroupExt. 
GroupAgent 
Group 
ProfileExt. 
Group 
Profile
Number Incoming Calls Answered X X X X
Total Call Time* Answered Calls X X
Avg. Call Time* Answered Calls X X X X
Longest Call Time* Answered Calls X X X X
To t a l  Ta l k  T i m e X X
Avg. Talk Time X X
Longest Talk Time  X X
Number of Internal...

Reports
Reports
24Insight DK Supervisor 5/99
Traffic Reports for Lines or DNIS/DID Numbers
There are four different report types available on Insight DK for traffic reporting on DNIS/DID 
numbers and three report types for lines:
©Line/DID Traffic Report – provides a breakdown of the traffic information for individual 
Lines/DIDs within a group.
©DID Traffic Profile Report – provides a profile of traffic information for an individual DID 
over a number of time periods.
©Line/DID Group Traffic Report –...

Reports
Reports
Insight DK Supervisor 5/9925
The parameters available for Line or DNIS/DID reports are shown in Ta b l e  8:
Table 8 Parameters for Line or DNIS/DID Reports
ParameterLineDIDDID 
Profile
Number of Calls Handled X
Total Call Time – Handled Calls X
Avg. Call Time – Handled Calls X
Number of Calls exceeding Wait Time – All Calls X X
GOS – All Calls X X
% Time on Call during Shift X
Number of Calls Offered (Incoming) X X X
Number of Calls Answered X X X
Total Call Time* -- Answered Calls X X...

Reports
Reports
26Insight DK Supervisor 5/99
The parameters available for Line or DNIS/DID group reports are shown in Ta b l e  9:
Table 9 Parameters for Line and DNIS/DID Group Reports
ParameterLine 
GroupDID 
GroupLine 
Group 
ProfileDID 
Group 
Profile
Number of Calls Offered (Incoming) XXXX
Number of Calls Answered XXXX
Total Call Time* -- Answered Calls XXXX
Avg. Call Time* -- Answered Calls XXXX
Total Talk Time – Answered Calls XXXX
Avg. Talk Time – Answered Calls XXXX
Total Waiting Time --...

Reports
Reports
Insight DK Supervisor 5/9927
Utilization Reports
Utilization reports apply to agents and extensions and are available in two formats: standard and 
profile. There are four utilization reports in all.
An agent or extension utilization report provides historical time utilization data for each agent or 
extension within a selected group. Note that the times are shown as a percentage normalized to the 
shift that you collated the report with. The report is presented in an agent per row format...

Reports
Reports
28Insight DK Supervisor 5/99
Contention Reports (Insight DK Plus Only)
Contention reports are available as standard or profiled over flexible time periods.
A standard contention report provides the percentage of time a variable number of members in a 
group were simultaneously free/busy. The statistics are presented either as non-cumulative or 
cumulative.
©Non-cumulative - Each line of the report gives the percentage of time that exactly that 
number of members were free.
©Cumulative -...

Reports
Using MIS Reports to Improve Performance
Insight DK Supervisor 5/9929
©Average holding time of these held calls.
©Number of internal/intercom calls for each account code.
©Average call time of these intercom calls.
©Number of outgoing calls for each account code.
©Average call time of these outgoing calls.
The report is presented in an account code per row format with a “totals” entry for the whole group 
being presented at the bottom of the report. Pagination of the report will occur if either...

Reports
Using MIS Reports to Improve Performance
30Insight DK Supervisor 5/99
Complaints of busy signals
Use the Contention or Contention Profile Report to identify the size and timing of the problem. 
Caution should be used before rushing out and adding more lines, even though they may be 
relatively inexpensive. The additional lines could result in periods where callers go unanswered if 
the staff available is not adjusted to take more calls.
Solution A
Assuming you have staff available to answer the...

Reports
Creating Reports
Insight DK Supervisor 5/9931
If high proportions of calls are transferred because they are not dealt with by the receiving 
department consider other methods of routing the calls into the correct department without human 
intervention. Ideas here include using DID numbers to route calls into appropriate departments. 
This is ideal if you are in a position to educate your callers. 
The ideal caller here would be a field employee, employees at other locations and customers....

Reports
Creating Reports
32Insight DK Supervisor 5/99
Edit the Report Contents
4. Click the Add... 
button, then enter 
the report title in 
the Print Name 
box.
...or click Delete, 
then select the 
name of a template 
to delete.
...or click Rename. 
From Rename 
Report Template, 
type in a New 
Template Name.
5. Click OK.
6. Click Close.
1. Select Reports, 
Report Templates.
2. From Report 
Templates, click 
Change.
3. Click Edit Item.
4. From the Configure 
Report dialog box:
©Select the Agent 
Group...