Toshiba Strata Dk Insight Dk Supervisor Guide

							May 1999
726+,%$Telecommunication Systems Division
Digital Business Telephone Systems
Insight DK 
Supervisor Guide 
						

							Publication Information
Toshiba America Information Systems, Inc., Telecommunication Systems 
Division, reserves the right, without prior notice, to revise this information 
publication for any reason, including, but not limited to, utilization of new 
advances in the state of technical arts or to simply change the design of this 
document.
Further, Toshiba America Information Systems, Inc., Telecommunication 
Systems Division, also reserves the right, without prior notice, to make such 
changes in equipment design or components as engineering or 
manufacturing methods may warrant.
D42-SG-INSIT-VA
4016162
Version A, May 1999
© Copyright 1999
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
All rights reserved. No part of this manual, covered by the copyrights 
hereon, may be reproduced in any form or by any means—graphic, 
electronic, or mechanical, including recording, taping, photocopying, or 
information retrieval systems—without express written permission of the 
publisher of this material.
Strata is a registered trademark of the Toshiba Corporation. Insight DK is a 
trademark of Toshiba America Information Systems, Inc.
Trademarks, registered trademarks, and service marks are the property of 
their respective owners. 
						

							Insight DK Supervisor 5/99i
Contents
Introduction
Organization .......................................................................................................................................... iii
Conventions ........................................................................................................................................... iii
Related Documents  ................................................................................................................................ v
Chapter 1 – The Grand Tour
Before You Begin  .................................................................................................................................. 1
Hardware ......................................................................................................................................... 1
Software ........................................................................................................................................... 1
Main Menu and Tool Bars  ..................................................................................................................... 2
Online Help ...................................................................................................................................... 2
Chapter 2 – Real Time Displays
Creating Real Time Displays  ................................................................................................................. 3
 Composite Screen Layout ............................................................................................................... 4
Agent Status Window  ............................................................................................................................ 5
Create a new Agent Status Window  ................................................................................................ 5
Configure the Agent Status Window  ............................................................................................... 5
Real Time Statistics ................................................................................................................................ 6
Setting Real Time Stats  ................................................................................................................... 6
Agent Statistics ....................................................................................................................................... 7
Create a new Agent Statistics Window  ...........................................................................................7
Configure the Agent Statistics Window  ..........................................................................................7
Wait Time Graph .................................................................................................................................... 8
Create a Wait Time Graph Window  ................................................................................................8
Change Properties for the Wait Time Graph  ................................................................................... 9
Calls in Queue Graph (Insight DK Plus only)  ..................................................................................... 10
Creating Calls in Queue Graph ...................................................................................................... 10
Configuring the Calls in Queue Graph  ..........................................................................................11
Large Character Window  ..................................................................................................................... 12
Create Large Character Window  ................................................................................................... 12
Configure a Large Character Window ........................................................................................... 12
Duplicate a Large Character Window  ........................................................................................... 13
Chapter 3 – Reports
Overview .............................................................................................................................................. 15
Report Concepts and Terminology  ...................................................................................................... 16
Devices .......................................................................................................................................... 16
Shifts .............................................................................................................................................. 16
Filters ............................................................................................................................................. 18 
						

							Contents
Wallboards
iiInsight DK Supervisor 5/99
Templates ....................................................................................................................................... 19
Scheduling ..................................................................................................................................... 19
Reports ................................................................................................................................................. 19
Event Reports  ................................................................................................................................ 19
Traffic Reports for Agents or Extensions  ......................................................................................21
Traffic Reports for Lines or DNIS/DID Numbers ......................................................................... 24
Utilization Reports ......................................................................................................................... 27
Contention Reports (Insight DK Plus Only) .................................................................................. 28
Wait Time Distribution Report  ...................................................................................................... 28
Account Code Report  .................................................................................................................... 28
Using MIS Reports to Improve Performance .......................................................................................29
Abandoned calls and long waits  .................................................................................................... 29
Complaints of busy signals  ............................................................................................................ 30
Unexpected out-of-hours customer demand  .................................................................................. 30
Complaints about too many transfers  ............................................................................................30
Creating Reports ................................................................................................................................... 31
Create a Report Template  .............................................................................................................. 31
Edit the Report Contents ................................................................................................................ 32
Filter the Report Contents (optional)  ............................................................................................. 33
Print the Report .............................................................................................................................. 34
Exporting Reports  ................................................................................................................................ 35
Forecasting ........................................................................................................................................... 36
Forecasting Reports  ....................................................................................................................... 36
Forecasting Profile Report  ............................................................................................................. 38
Chapter 4 – Wallboards
Configuring Wallboards  ....................................................................................................................... 41
Changing Fonts  .............................................................................................................................. 44
Creating Temporary Wallboard Messages  .................................................................................... 45
Queuing Messages  ......................................................................................................................... 46
Chapter 5 – Alarms
Configure Alarms  ................................................................................................................................. 47
To View Alarms  ............................................................................................................................ 49
Glossary
General Terms  ...................................................................................................................................... 51
Report Terminology  ............................................................................................................................. 55
Index......................................................................................................................................................... 59 
						

							Insight DK Supervisor 5/99iii
Introduction
This guide provides instructions for using the Strata DK Insight and Insight DK Plus Management 
Information System (MIS) for call centers. DK Insight and Insight DK Plus are compatible with 
the following Strata DK Systems:
©DK280 (Release 3.0 or higher) with the RCTUBA/BB, RCTUC/D, RCTUE/F processors
©DK424, with the RCTUBA/BB, RCTUC/D, RCTUE/F processors
Organization
This guide is divided as follows:
©Chapter 1 – The Grand Tour covers the basic requirements for Insight DK and DK Plus. It also 
provides an overview of the toolbars.
©Chapter 2 – Real Time Displays explains how to create and edit status, statistics, graphical, 
wait time, and large character displays.
©Chapter 3 – Reports details how to create and edit report templates, reports, as well as how to 
filter, compile, print, import and export report data.
©Chapter 4 – Wallboards shows how to configure wallboards, set up schedules and messages.
©Chapter 5 – Alarms covers configuring alarms, displaying alarms, and explains the various 
colors and thresholds associated with specific alarms.
©Glossary
Conventions
This guide uses these conventions:
äDenotes a procedure
1.Actions you perform 
appear in this 
column. They can 
consist of either a 
single step or a 
series of numbered 
steps.The immediate response to the action performed appears in this 
column. Additional notes and comments are also included. 
						

							Introduction
Conventions
ivInsight DK Supervisor 5/99
Letters in [brackets] represent buttons which have Directory Numbers on them. For example:
NoteElaborates specific items or references other information. Within some tables, 
unnumbered notes apply to the entire table and numbered notes apply to specific items.
Important!Calls attention to important instructions or information. 2. When the action you 
perform results in a 
screen, menu, dialog 
box, etc., the 
example to the right 
displays.
[PDN] represents a Primary Directory Number (also known as an Extension 
Number for your telephone.
[SDN] represents a Secondary appearance of a [PDN].  A [PDN] which appears on 
another telephone is considered an [SDN].
[PhDN] represents a Phantom Directory Number button (an additional Directory 
Number).
[DN] represents a Directory Number button (also known as an Extension or 
Intercom Number). Whenever [DN] is used in this guide, it means the user 
can use any [PDN], [SDN], or [PhDN].
([WUDEROG 
  represents buttons on a telephone.
Couriershows a computer keyboard entry or screen display. “Type” indicates entry 
of a string of text. “Press” indicates entry of a single key. Example: Type 
prog then press Enter.
Times Roman words that are capitalized represent a specific dialog box button. For 
example: Transfer button.
“Click” means to press and then release the mouse button without moving the 
mouse. 
~ means “through”
+ is used for multiple key entries.
ä
denotes the step in a one-step procedure.
represents an icon button on a feature toolbar. When you click on this icon, 
it achieves the same result as the step that it appears next to.
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							Introduction
Related Documents/Media
Insight DK Supervisor 5/99v
CAUTION!Advises you that hardware, software applications or data could be damaged if 
the instructions are not followed closely.
Related Documents/Media
Refer to the following documents for more information:
©Strata DK Call Center Solutions – Chapters 3~5 provide an overview of the Insight DK and 
Insight DK Plus Management Information System (MIS). It summarizes the differences 
between the Insight DK and DK Plus. It also provides examples of various PBX/MIS 
configurations, including some with wallboards, backup servers, and sub-clients.
©Insight DK inView Quick Reference Guide provides instructions for viewing and 
customizing the on-screen wallboard and large character views of the real time call center 
data.
©Insight DK Installation Guide explains how to set up the network, install the server software, 
install clients and explains how the data files are organized.
©Insight DK CD-ROM which includes training, all Insight DK documentation, Insight DK 
software and the upgrade to Insight DK Plus, and Demo software.
©Strata DK Library CD-ROM enables you to view, print, navigate and search publications 
for Strata DK14, DK40 and DK424 digital business telephone systems. It also includes Strata 
DK424 ACD Documentation, including the Call Center Solutions General Description, ACD 
Agent Guide, ACD Supervisor’s Guide. ACD Installation and Programming instructions are 
included in the Strata DK Installation and Maintenance Manual and Programming Manual. 
						

							Introduction
Related Documents
viInsight DK Supervisor 5/99 
						

							Insight DK Supervisor 5/991
The Grand Tour1
This chapter explains how to use the Strata Insight DK and Insight DK Plus MIS features.
Before You Begin
Strata Insight DK and Insight DK Plus require the following:
Hardware
©Pentium PC running at 133 MHz or higher
©16 MB memory (32 MBs preferred)
©Hard Disk with capacity to store data records (1.6 GB minimum). Program memory will use 
approximately 10 MBs.
©SVGA monitor
©1 parallel port and 2 serial ports – must have unique Interrupt Requests (IRQs) available
Software
©Microsoft® Windows® 95, Windows 98, Windows NT® 4.0 or higher
©Windows 95 version 4.00.950, a, b, or c. Right click on My Computer, select Properties. Listed 
under system will be the operating system Window 95.
©Or, use Windows NT 4.00.1381 (must install Service Pack 3 (SP3), available from Microsoft).
©Uses pcAnywhere® V8.0 for remote software access 
						

							The Grand Tour
Main Menu and Tool Bars
2Insight DK Supervisor 5/99
Main Menu and Tool Bars
The Insight DK Main Menu provides access to all of its features. The software is presented in a 
Windows format, which is easy to use. The following shows the Main Menu items and icons.
When you click on the Reports Icon, the Reporter Toolbar appears (shown below).
Online Help
You can access online help with specific help on virtually any window of Insight DK and 
DK Plus. Click on the help icon to view definitions and instructions.
Help
Wallboard 
Template Send
Message Delete TemplatePull-down a list  
Display Templates 
Change Window  Properties
Add New Window to Template Reports 
Configurator
Alarms
Send Messages 
to inView Users
Save Current 
Layout
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Insight DK
(Main Menu)
Configurator
New Report
Open Report
Size  to Window Width
Size to Window HeightTemplatesAuto Report SchedulingConfigure Auto Report SchedulesHelp
Print
Export
Save 3603