Toshiba Strata Dk Insight Dk Supervisor Guide

Glossary
Extension Group
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Extension 
GroupAn extension group is a collection of extensions monitored by the Insight AS. Extensions can 
belong to multiple extension groups if necessary. For each extension configured in the system 
you can make one of the groups that it belongs to its default group. In this case the extension 
inherits its configuration from the chosen default group. This facility allows you to configure the 
attributes of a set of extensions by simply...

Glossary
Minimize button
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Minimize buttonClicking the Minimize button is the same as choosing Minimize from a Control menu: The 
window shrinks to an icon.
MISManagement Information System.
ODBCOpen Database Connectivity (ODBC) is a standard application interface for accessing data in 
both relational and non-relational Database Management Systems (DBMS). By using the 
ODBC interface, applications can access and update a variety of databases / data sources 
using the same...

Glossary
Report Terminology
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Report Terminology
In addition to the glossary of terms, this section defines the terminology specific to the Reporter.
Table 6 Report Terminology 
Te r mDefinition
Account CodesAccount codes entered during the call can be displayed on reports.
Agent Logged 
in TimeThe percentage time that an Agent has been logged in, divided by 100, times the report length 
period.
Average 
answered call 
timeThe average time taken during the call time.
Average...

Glossary
Report Terminology
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GOS, Grade of 
Service (for Line 
Groups and 
DIDs)Percentage of calls answered within the target answer time. This is related to the time set in the 
wait time alarm for that device.  For example, if three minutes was set in the alarm, three 
minutes = the Target Answer Time. This is set using the Configurator. Options are available to 
include/exclude abandoned calls.
Line or DDI 
Grade of 
Service 
excluding 
abandoned callsThe number of long...

Glossary
Report Terminology
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Transfer fromDisplays the agents name and number (or extension, if preferred) from whom a call has been 
transferred.
Transfer PosTransfer position is the number of times a call has been transferred before it reached this agent.
Transfer toDisplays the agents name and number (or extension, if preferred) to whom a call has been 
transferred.
UnavailableWhen an agent is logged on but needs to stop taking incoming calls temporarily, they can go 
into...

Glossary
Report Terminology
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Index
A
about this book
related documents,
v
account code,51, 55
group,51
super group,51
agent,51
contention,51
group,51
logged in time,55
statistics,7
status window,5
super group,51
agents
in use,
48
logged on,56
alarm thresholds,48
alarms
colors,
4, 49
configure,47
window,49, 52
application window,52
average
answered call time,
55
transfer count,55
C
call
in queue graph,
10
rate,55
time
agents,
55
lines,55
call line identity (CLI),52
calls
inquired,
55
calls waiting,3, 48...

Index
F ~ R
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F
forecasting,36
limitations,38
profile report,38
example,40
reports,36
example,38
free time,48
G
GOS,53
extensions and agents,56
line groups and DIDs,56
graphical displays
calls waiting,
3
wait time,4
GUI, Graphical User Interface,53
H
held on time,50
held time,48, 50, 56
I
icons,2
indication colors,4
inquiry hold,55
intercom call,56
interval call statistics,6
L
large character
displays,
4
window,12
line,53
line
contention,
53
groups,53, 56
groups (GOS), 56
line...

Index
S ~ W
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S
short call,50, 56
statistic displays,3
status
colors,
4, 49
displays,3
T
talk time,56
target answer time,56
toolbars,2
transfer
from, pos (position), to,
57
U
unavailable,49, 54, 57
V
valid GOS,50
voice mail,54
W
wait time,4, 48, 50, 57
graph,8
wallboards,41, 54
configuring,41
messages,45
schedule,42
template,42
wrap time,57
wrap up
time,
49, 50, 54 

Index
W ~ W
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