Toshiba Strata Dk Insight Dk Supervisor Guide

Reports
Creating Reports
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Filter the Report Contents (optional)
Filtering is how to selectively determine the content of a report. The Configure Report window 
contains checkbox selections that indicate the data to be included. These items are defined in the 
Reports Glossary or the user guide glossary. We suggest that you create various reports selecting 
different Report Items and data to determine which combination works best for you.
©Select Calls: 
Answered, 
Transferred,...

Reports
Creating Reports
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Print the Report
If you have a color printer, Insight Reporter can produce color printouts.2. Click Add 
Element.
3. Select the type of 
filter(s) to be used.
4. Click OK three 
times, click Close.Hint: It is helpful to rename filtered files so that you can identify 
which filter has been applied to it.
5. Select File, Print, 
OK.
1. Click on the New 
icon
...or select File, 
New.
Select:
©The time period for 
the report to cover
©Report Shift
©A...

Reports
Exporting Reports
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Figure 1 Sample Agent Traffic Report
Exporting Reports
Report information can be saved in comma delimited ASCII format that can be imported into most 
commercial spreadsheet and database programs. Plain text fields are exported in double quotes.
©Integers are exported without quotes.
©Floating point number, such as averages, are exported without quotes with three decimal 
places
NoteThe Insight DK Plus ODBC import/export capability works with a...

Reports
Forecasting
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Forecasting
The Forecasting feature is covered in this chapter, which includes the following topics:
©Forecasting Report
©Forecasting Profile Report
©Forecasting Modifications
©Managing Historical Reports
The forecasting package is designed to allow the user to perform what if scenarios on their 
historical data. This is achieved as follows:
Over a period the following parameters are calculated:
©The total number of incoming calls.
©The average incoming...

Reports
Forecasting
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3. From the Configure 
Report Template 
dialog box, select 
the forecasting 
report to configure, 
then click Edit 
Item.
4. From the Configure 
Forecasting Report 
box, select the line 
group you wish the 
number of calls, 
average call time 
and average wait 
time to be 
calculated from.
5. Select the Agent 
Group you that 
wish the number of 
agents to be 
calculated from.
6. Select the 
parameter you wish 
to calculate.
7. Click 
Modifications.
8. From...

Reports
Forecasting
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Figure 2 Forecasting Report Example
In Figure 2, “Modification applied individually” means, for example, if a modification of Calls 
+10% is applied to a set of calculated parameters, the result is what could have reasonably been 
expected, had the number of calls at that time been 10% higher than they actually were. 
NoteThe results produced by the forecasting package are calculated from a set of rules that may 
not apply perfectly to every site. While...

Reports
Forecasting
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2. From the Configure 
Report Template 
dialog box, double 
click the 
forecasting profile 
report in the list 
box.
3. In the dialog box 
that appears do the 
following: Select 
the line group you 
wish the number of 
calls, average call 
time and average 
wait time to be 
calculated from.
4. Select the agent 
group you wish the 
number of agents to 
be calculated from.
5. Check the Day, 
Month, Year, Date 
and Time boxes in 
the Titles section 
according...

Reports
Forecasting
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Figure 3 Forecasting Profile Report Example
7. In the Maximum 
Intervals text box 
enter an upper limit 
for the number of 
time bands that 
should be created 
when collating a 
report.If an overflow situation occurs during report collation, the time band 
that the data is collated into will wrap around the Maximum 
Intervals. 
For example, if the report has a Maximum Intervals of 10 and it 
requires 23 time bands to cover the report period, then data for...

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Wallboards4
Wallboards can be configured with Insight DK and DK Plus to provide real time performance 
statistics and motivational text to call center groups.
Insight DK and DK Plus support up to six wallboards connected to each supervisor position. 
Insight DK provides a choice of 45 parameters to display; Insight DK Plus provides over 100 
choices. A supervisor can send text messages as well. Audible alarms can also be added to alert 
staff to certain alarm states or...

Wallboards
Step 2: Configuring Wallboards
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Step 2: Create a Wallboard Template
Templates define the text size and the placement of information on the wallboard. They also define 
the type of real time parameters and text scrolling. You can create as many wallboard templates as 
you want.
Step 3: Create a Wallboard Schedule
The next step is to create a schedule for displaying the templates. A wallboard schedule essentially 
defines the sequence in which the templates should...