Toshiba Strata Dk Insight Dk Supervisor Guide

							Real Time Displays
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Insight DK Supervisor 5/9913
Duplicate a Large Character Window
©(Optional) Check 
Mouse Drag 
Window 
Positioning When 
Caption Hidden This option enables you to move the large character window when 
the window caption is hidden.
3. Click OK when 
done.
1. Click on the Large 
Character window 
to duplicate.
2. Click the New icon 
and enter 
information 
(Substep 2‚ 
“Configure a Large 
Character 
Window”).A data window appears.
3. Click OK.
Tip:This is a good technique for creating windows with the same 
size dimensions for a uniform display appearance.
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14Insight DK Supervisor 5/99 
						

							Insight DK Supervisor 5/9915
Reports3
This chapter provides an in-depth look at of the Insight DK Reporter. The Reporter program 
enables you to collate, view, and print historical reports. This chapter explains how to create  
report templates and how to interpret the report data. Also included are instructions for Insight DK 
Plus, which enables exporting data that can be imported into spreadsheet programs, such as 
Microsoft Excel®. 
Overview
The programming in the Configurator is a key element for creating reports. The Configurator must 
mirror the telephone system configuration so that data can be collected for each device used in 
Strata DK, including Lines, Agents, Extensions, Agent Queue Groups and DID Numbers.
While Insight DK is running, all monitored telephone traffic is logged to the hard disk for analysis 
by the Reporter. To simplify the process of reporting, Insight Reporter provides the concept of a 
“report template” to define the contents of a report. You can create any number of report templates. 
A report template is a series of reports used collectively to achieve a desired result. For example, a 
weekly report for Inside Sales may include a Line Traffic Report, an Agent Group Traffic Report, 
or Call Distribution Report.
Reports can be collated with respect to any number of definable weekly shifts. For example, if two 
sets of agents man the call center at different times during each day of the week, then Insight 
Reporter can generate reports for each shift as necessary. Once collated you can either view the 
report on screen or send a copy to the printer. 
Insight DK and Insight DK Plus support Traffic and Event Reports.
©Traffic Reports provide general information on the call center and are useful for spotting 
trends in work and areas for improvement.
©Event Reports give detailed information about an individual or a group (of agents, lines, 
extensions, DIDs) and provide a valuable investigative tool to pinpoint a problem. 
						

							Reports
Report Concepts and Terminology
16Insight DK Supervisor 5/99
Report Concepts and Terminology
Understanding the key concepts and terminology used with the Reporter is vital to understanding 
the product. The following paragraphs explain these key concepts and terms. Also refer to “Report 
Terminology” on Page 55 of the Glossary.
Devices
Insight DK refers to lines, DIDs, extensions, agents and account codes as devices. Users can create 
“groups” and “super groups” of devices. A group is simply a collection of devices and a super 
group is a group of groups. Insight Reporter reports on:
©Individual devices
©Groups
©Super Groups
To ensure the accuracy of the reports it is vital that the configuration of the telephone system is 
reflected in the programming of Insight. The devices are configured in the Configurator. 
See Ta b l e  2 for more information:
Table 2 Configurator Terms
Shifts
Reports are compiled based upon shifts that are defined in the Configurator. These are used to 
filter the collected data to those times the user is interested. Real working shifts are used to create 
reports; however, shifts can also be used to determine what happens outside normal working 
hours, or certain days of the week, or just during certain hours (e.g., lunchtimes). For example, you 
can create a report over a six-month period that only reports the activity on Mondays.
LinesIn the context of Insight DK, a line represents either one of your external trunks or tie lines 
connected to the Strata DK being monitored. Each line can handle only one telephone call at any 
one time. These calls are denoted as incoming calls because the call was originated outside the 
switch. Strata DK does not report real time status of outgoing calls placed over the monitored lines.
DNIS/DIDsA Dialed Number Identification Service (DNIS) or Direct Inward Dial (DID) number is a dynamic 
numeric attribute assigned to a line on an incoming call. A DNIS/DID call can be routed to groups of 
extensions/agents or to an individual extension/agents depending how the call routing software 
within the Strata DK has been programmed. If configured correctly, Insight DK can monitor in real 
time and historically the activity of inbound calls associated with DNIS/DID numbers.
ExtensionsAn extension is the physical telephone handset at which an agent can receive incoming calls, make 
outgoing calls or handle other forms of internal telephony traffic. Within the Strata DK systems, an 
extension is reported like an Agent. Thus the reports available for Extensions look very similar to 
those reported for an Agent except an Extension does not have the ability to log in or out.
AgentsAn agent is the telephone operative who handles calls at an extension. Agents are identified by an 
Agent ID Code they use at the extension to enable call center telephony routing facilities within the 
switch. The Agent ID must uniquely identify the agent for Insight DK to give meaningful statistics 
concerning the activity of individual agents.
Account 
CodesWhile on a call, agents can enter account codes that describe the nature of the call. Up to 15 
account code digits can be entered, but Strata DK only reports the first two digits to Insight DK for 
reporting. The Strata DK allows up to 100 account code to be entered and up to 20 account codes 
can be entered per call. Insight Reporter provides analysis of account code usage. 
						

							Reports
Report Concepts and Terminology
Insight DK Supervisor 5/9917
Types of Reports
This section defines the types of reports available for the user. The terms used on the reports are 
explained in the next section.
NoteTa b l e  3 describes all of the reports available through Insight DK Plus. Insight DK provides 
a subset of these reports, shown in bold.
Table 3 Available Reports 
Report Type:Available for:Shows:Uses:
Event Reports
lAgents
lExtensions
lLine GroupsEach event shown per line with 
important information.Provides a step-by-step account of what 
is occurring on a particular device.
Traffic Reports
lAgents
lExtensions
lLinesEach device is shown per line with call 
statistics presented in columnar 
format.Traffic Reports are designed to give an 
overview of activity and performance of 
all members of a group.
Group Traffic 
Reports
lAgent Groups
lDID Groups
lExt. Groups
lLine GroupsEach line reports call statistics and 
performance. Each group of the super 
group are displayed in a side-by-side 
columnar format.Group Traffic Reports are designed to 
give an overview and comparison of 
activity and performance against certain 
parameters.
Traffic Profile 
Reports
lAgents
lExtensionsEach line reports a time period with 
call statistics for a particular device 
reported in a columnar format.Shows activity of particular device for 
selected performance parameters.
Group Traffic 
Profile 
Reports
lAgent Groups
lDID Groups
lExt. Groups
lLine GroupsEach line reports call statistics for a 
particular group reported over a profile 
time period.Shows peak and quiet times for a 
particular group.
Utilization 
Reports
lAgents
lExtensionsEach line reports a particular device 
with statistics displayed as the 
percentage of time involved in a given 
activity in a columnar format.Utilization Reports can be used to see 
how the resources in a particular group 
are being used.
Utilization 
Profile 
Reports
lAgents
lExtensionsEach line reports a time period with 
statistics displayed as a percentage of 
time in a given activity in a columnar 
format.Utilization Profile reports show the peaks 
and valleys of a selected device over the 
selected time periods.
Contention 
Reports
lAgents
lExtensions
lLinesEach line shows a number of idle 
devices and each group in a columnar 
format.Contention Reports are used to show the 
amount of time (%) a line or agent is free 
over the reporting period.
Contention 
Profile 
Reports
lAgents
lExtensions
lLinesEach line shows a number of idle 
devices and time profiles in a 
columnar format.Contention Profiles provide a view when 
devices are busiest over the period 
defined.
Wait Time 
Distribution 
Reports
lDIDs
lDID Groups
lLinesEach line reports a time period for the 
groups shown in a columnar format.Wait Time Distribution Reports are used 
to profile the times into a chart.
Wrap-up Time 
Distribution 
Reports
lAgents
lAgent GroupsEach line reports a time period for the 
groups shown in a columnar format.Wait Time Distribution Reports are used 
to profile the times into a chart. 
						

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Report Concepts and Terminology
18Insight DK Supervisor 5/99
Filters
The standard items that make up a report template tend to analyze your call center from one point 
of view only. For example, consider the DID Traffic Report and the Agent Traffic Report. These 
two reports analyze DID traffic and the associated agent traffic in isolation. 
What if your call center is set up to route a series of DID numbers to the same group of agents. To 
obtain the performance of each agent on a per DID basis you need to attach report filters to the 
report items. In this example you could either create a series of DID traffic reports, each filtered to 
a different agent, or you could create a series of agent traffic reports each filtered to a different 
DID number.
A report filter is made up of a logical combination of filter elements. Each report item within a 
report template can have a different report filter attached to it if necessary. Ta b l e  4 shows the filter 
elements that are supported:
Call Time 
Distribution 
Reports
lAgents
lDIDs
lExtensions
lLines
lAgent Groups
lDID Groups
lExt. Groups
lLine GroupsEach line reports a time period for the 
groups shown in a columnar format.Wait Time Distribution Reports are used 
to profile the times into a chart.
Account Code 
Reports
lAcct Code 
GroupsEach line reports the statistics for an 
account code number.Account Code Reports present 
information relating t the purpose of the 
call as defined by the user.
Forecast 
Reports
lStandard
lProfileEach report shows the original data for 
the period and modified data.The report can be either a profile or 
standard report.
Table 4 Report Filters 
FilterOnly accepts calls that were:
Lineconnected to a specific line.
DIDassociated with a specific DID number.
Extensionconnected to a specific extension.
Agentconnected to a specific agent.
Account Codeattached to a specific account code 
Line Groupconnected to lines within a specified line group.
DID Groupassociated with DID numbers within a specified DID group.
Extension Groupconnected to extensions within a specified extension group.
Agent Groupconnected to agents within a specified agent group.
Account Code Groupattached to a specified within an account code group with account codes.
Extension Queue Groupinbound and that were finally queued to a specific extension group 
corresponding to the Strata DK (EG501 ~ EG516).
Agent Queue Groupinbound and finally queued to a specific agent group corresponding to the 
Strata DK (AG501 ~ AG516). Table 3 Available Reports 
(continued)
Report Type:Available for:Shows:Uses: 
						

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Templates
Individual reports are grouped together to form a template. Templates are created by the user to 
provide relevant information for the selected devices to be monitored. Report items are added to a 
template to create all the information desired. These report items can also be configured by the 
user to include or exclude certain event or traffic types. Once a report template is created, a report 
for a given time period can be created by selecting the template, work shift, starting time, and 
ending time for the report. 
Keep in mind that Event Reports are highly detailed and therefore it is unlikely that you would 
want to run this report over long periods of time. Similarly, Profile Reports that are suitable for 
daily use (say with hourly resolution) would not make sense if the report were being compiled over 
a six-month time frame. This being the case you will be advised to create many templates all 
designed for specific use and each containing appropriate report items.
Scheduling
Once the Templates have been created, the final step is to create a schedule to create and print the 
information. This scheduling is totally optional for the user.
Reports
Having established the type of report you need, use this section to help chose exactly the right 
report for your needs. This section includes a list of the available report items that can be included 
in a report template for your reference.
Event Reports
There are three types of event reports, each recording all events that occur on the specified device 
(agent, extension or line group). Events are caused by the device, such as an agent, receiving an 
incoming call, accepting a call, dialing an intercom or outgoing call etc.
Agent or extension reports show exactly what an individual device has been doing over the period 
by examining all events caused by the device’s activities. The report is presented in a call event per 
row format. Pagination of the report occurs if either there are too many call events to fit in the 
height of a page or there are too many statistics parameters to fit in the width of a page. 
A line group event report provides an event/call trace for a selected line group. You can select the 
call types in which you are interested, for example, incoming, outgoing or abandoned calls. For 
example to see a list of all abandoned calls the call center experienced, compile a line group event 
report for all lines, selecting abandoned calls only. 
This report can be useful in finding out the Calling Line Identity (CLID) of the customers who 
abandoned so their calls may be returned. The report is presented in a call event per row format. 
Pagination of the report will occur if either there are too many call events to fit in the height of a 
page or there are too many statistics parameters to fit in the width of a page.
Dialed Digits (requires 
Open Architecture 
Interface (OAI) Port)with inbound/outbound dialed digits that match a specified string. 
NoteThe character * may be used at any point to denote that the filter will 
accept dialed digit strings which are identical up to that point but 
differ afterwards. Table 4 Report Filters 
(continued)
FilterOnly accepts calls that were: 
						

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20Insight DK Supervisor 5/99
The types of events and call types supported are shown in Ta b l e  5.
Table 5 Recorded Call Events
Events Recorded:AgentExt.Line 
Group
Log on X X
Log off X X
Wrap-up X X
Unavailable X X
Available X X
Call Ringing X X X
Answers Call X X
Outgoing Call X X X
Internal Call X X
Abandoned Call X
Other Information Included:
Name/Number X X X
Name/Number DID X
Date/Time X X X
Call Duration X X X
Ring Time  XXX
Talk Time XXX
Call Time (includes talk, held, and wrap-up time) X X X
Wrap-up Time X X
Connected Device X X X
ANI Digits X X X
Account Codes  X X 
						

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Traffic Reports for Agents or Extensions
There are four different report types available on the Insight DK for traffic reporting on agents or 
extensions:
©Agent/Extension Traffic Report – provides a breakdown of the traffic for individual agents 
within an agent group. An agent/extension traffic report provides historical call statistics data 
for each device within a selected group. The report is presented in an agent/extension 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 there are too many devices to fit in the height of a 
page or there are too many statistics parameters to fit in the width of a page.
©Agent/Extension Traffic Profile Report – provides a profile of traffic information for an 
individual agent over a number of time periods.
An agent/extension traffic profile report provides historical call statistics data for a selected 
device presented in a series of uniform time bands. The interval time governing the time bands 
can be anything from 1 minute up to 999 weeks. 
The report is presented in a time band per row format. Pagination of the report will occur if 
either there are too many time bands to fit in the height of a page or there are too many 
statistics parameters to fit in the width of a page.
©Group Traffic Report – provides a breakdown of traffic information for all agent groups 
within an agent super group (group of groups), such as “All Agents”.
An agent/extension group traffic report provides historical call statistics data for each agent 
group within a selected agent/extension super group. The report is presented in a device group 
per column format. Pagination of the report will occur if either there are too many groups to fit 
in the width of a page or there are too many statistics parameters to fit in the height of a page.
©Group Traffic Profile Report – provides a profile of traffic information for an agent group, 
such as “Sales” or “Support,” over a number of time periods.
An agent/extension group traffic profile report provides historical call statistics data for a 
selected agent/extension group presented in a series of uniform time bands. The interval time 
governing the time bands can be anything from 1 minute up to 999 weeks. 
The report is presented in a time band per column format. Pagination of the report will occur if 
either there are too many time bands to fit in the width of a page or there are too many 
statistics parameters to fit in the height of a page. 
						

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22Insight DK Supervisor 5/99
Ta b l e  6 shows the parameters available for individual agent or extension reports:
Table 6 Parameters for Agent or Extension Reports
ParameterAgentExt.Agent 
ProfileExt. 
Profile
Number Calls Handled XXXX
Total Handling Time X X
Avg. Handling Time XXXX
% Time Agent Busy on Handled Calls XXXX
Calls per Hour for Logged In Period X
Call Rates per Hour X
Number of Answered Calls per Hour X
Total Time of Incoming Calls X X
Avg. Time of Incoming Calls XXXX
Total Talk Time of Incoming Calls X X
Avg. Talk Time of Incoming Calls XXXX
Number of Incoming Calls Answered XXXX
Total Wrap-up Time X X
Avg. Wrap-up Time XXXX
Number of Transferred-in Calls XXXX
Number of Transferred-out Calls XXXX
Number of Calls Held XXXX
Total Holding Time X X
Avg. Holding Time XXXX
Number of RNA Calls XXXX
Total Ringing Time of RNA Calls X X
Avg. Ringing Time of RNA Calls XXXX
Number of Internal Calls X X X
Total Call Time* Internal Calls X X
Avg. Call Time* Internal Calls XXXX
Number of Internal Calls per Hour X X
Number of Outgoing Calls XXXX
Total Call Time* for Outgoing Calls X X
Avg. Call Time* for Outgoing Calls XXXX
Total Talk Time for Outgoing Calls X
Avg. Talk Time for Outgoing Calls X
Number Outgoing Calls per Hour X
Number of Short Calls XXXX
Number of Long Calls XXXX
GOS – % Calls within Long/Short Criteria XXXX
Number of Log On Events XXXX
% Logon during the Period XXXX
Number of Unavailable Events XXXX
% Unavailable during the Period XXXX