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 Calls Answered X X X X
Total Call Time* Internal Calls X X
Avg. Call Time* Internal Calls X X X X
Longest Call Time* Internal Calls X X X X
Number of Outgoing Calls  X X X X
Total Call Time* Outgoing Calls X X
Avg. Call Time* Outgoing Calls X X X X
Total Talk Time Outgoing Calls X X
Avg. Talk Time Outgoing Calls X X
Longest Call Time* Outgoing Calls X X X X
Longest Talk Time Outgoing Calls X X
Total Wrap-up Time X X
Avg. Wrap-up Time X X X X
Longest Wrap-up Time X X X X
Number of Transferred-in Calls X X X X
Number of Transferred-out Calls X X X X
Number of Calls Held X X X X
Total Holding Time X X
Avg. Holding Time X X X X
Longest Holding Time X X X X
Number of RNA Calls X X X X
Total Ringing Time of RNA Calls X X
Avg. Ringing Time of RNA Calls X X X X
Longest RNA Time X X X
Number of Short Calls X X X X
Number of Long Calls X X X X
GOS – % Calls within Long/Short Criteria X X X X 
						

							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 – provides a breakdown of traffic information for all groups 
within a Line/DID super group (group of groups), such as “All Lines” or “All DIDs”.
©Line/DID Group Traffic Profile Report – provides a profile of traffic information for a Line/
DID group, such as “Sales DIDs” or “Support Lines”, over a number of time periods.
For each of these reports, to configure the statistics analysis thresholds that control the calculation 
of GOS refer to “Configuring DID groups or Configuring lines” in the help file.
A Line/DID traffic report provides historical call statistics data for each line or DID number within 
a selected group. The report is presented in a line/DID 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.
A DID traffic profile report provides historical call statistics data for a selected DID number 
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.
A Line/DID group traffic report provides historical call statistics data for each DID group within a 
selected super group. The report is presented in a 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.
A Line/DID group traffic profile report provides historical call statistics data for a selected 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. 
						

							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 X
Avg. Call Time* -- Answered Calls X X X
Total Talk Time – Answered Calls X X X
Avg. Talk Time – Answered Calls X X X
Total Waiting Time -- Answered Calls X X X
Avg. Waiting Time -- Answered Calls X X X
Longest Call Time* -- Answered Calls X X
Longest Talk Time -- Answered Calls X X
Longest Waiting Time -- Answered Calls X X
Number of Outgoing Calls X
Total Call Time* -- Outgoing Calls X
Avg. Call Time* -- Outgoing Calls X
Total Talk Time – Outgoing Calls  X
Avg. Talk Time – Outgoing Calls X
Number of Held Calls X X X
Total Hold Time X X X
Avg. Hold Time X X X
Longest Holding Time X X
Number of Transferred Calls X X
Avg. Number of Transfers per Trans. Call X X
Total of all Transferred Calls X X
Number of Calls Abandoned X X X
% Calls Abandoned X
Total Waiting Time – Abandoned Calls X X X
Avg. Waiting Time -- Abandoned Calls X X X
Number of Calls exceeding Wait Time – Abandoned Calls X X
Longest Waiting Time -- Abandoned Calls X X
GOS – Abandoned Calls X X
Target Answer Time X X
Erlangs of Traffic 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 -- Answered Calls XXXX
Avg. Waiting Time -- Answered Calls XXXX
Longest Call Time* -- Answered Calls XXXX
Longest Talk Time -- Answered Calls XXXX
Longest Waiting Time -- Answered Calls XXXX
Number of Calls exceeding Wait Time – All Calls XXXX
GOS – All Calls XXXX
Number of Calls Abandoned XXXX
% Calls Abandoned XXXX
Total Waiting Time -- Abandoned Calls XXXX
Avg. Waiting Time -- Abandoned Calls XXXX
Longest Waiting Time -- Abandoned Calls XXXX
Number of Calls exceeding Wait Time – Abandoned CallsXXXX
GOS – Abandoned Calls XXXX
Number of Outgoing Calls X X
Total Call Time* -- Outgoing Calls X X
Avg. Call Time* -- Outgoing Calls X X
Longest Call Time* -- Outgoing Calls X X
Total Talk Time – Outgoing Calls  X X
Avg. Talk Time – Outgoing Calls X X
Longest Talk Time – Outgoing Calls X X
Number of Held Calls XXXX
Total Hold Time XXXX
Avg. Hold Time XXXX
Longest Holding Time XXXX
Number of Transferred Calls XXXX
Avg. Number of Transfers per Trans. Call XXXX
Total of all Transferred Calls XXXX
Target Answer Time XXXX
Erlangs of Traffic XXXX 
						

							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 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 agents to fit in the height of a page 
or there are too many statistics parameters to fit in the width of a page. Utilization percentages can 
be calculated with respect to either the total reporting period or the amount of time each agent had 
spent logged on.
NoteThe “totals” entry for each column is the average for all the agents/extensions in the 
group.
An agent utilization profile report provides historical time utilization data for a selected agent 
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 
height of a page or there are too many statistics parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either each profile interval or the agent/
extension logged on time with each profile interval.
NoteThe times are shown as a percentage normalized to the shift that you collated the report 
with.
The parameters for Utilization reports are shown in Ta b l e  1 0.
Table 10 Utilization Report Parameters
ParameterAgentExt.Agent 
ProfileExt. 
Profile
Time Handling Incoming Calls XXXX
Time Handling Outgoing Calls XXXX
Time Handling Internal Calls XXXX
Time Incoming Calls Held XXXX
Time Outgoing Calls Held XXXX
Time Internal Calls Held XXXX
Time in Wrap-up XXXX
Time Unavailable XXXX
Time Busy XXXX
Time Free XXXX
Time Ringing Incoming Calls XXXX
Time Ringing Internal Calls XXXX
Time Logged On XXXX
Time Logged Off XXXX 
						

							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 - The first line of the report gives the percentage of time zero members were free. 
The second line gives the percentage that up to one member was free. The third line gives the 
percentage that up to two members were free and so on until the number of members in the 
group or Max Items has been reached.
A series of either line groups, extension groups, or agent groups can be analyzed within a single 
report. The report is presented in a group member per row format. Pagination of the report will 
occur if either there are too many group members to fit in the height of a page or there are too 
many groups to fit in the width of a page.
A contention profile report provides historical time data for 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. 
A single report can analyze a line group, an extension group, or an agent group. 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 height of a page or there are too many statistics parameters to fit 
in the width of a page.
Wait Time Distribution Report
A wait time distribution report provides the number of calls and percentage of calls whose wait 
time fell within a series of user configurable time bands. The report can analyze the waiting time 
distribution of either answered or abandoned calls or both together if required. A series of either 
line groups, DID numbers or DID groups can be analyzed within a single report. 
The report is presented in a wait 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 groups/DID 
numbers to fit in the width of a page.
Account Code Report
An account code traffic report provides historical call statistics data for each account code within a 
selected account code group. The call statistics parameters available are as follows:
©Total number of calls for each account code (this is a summation of the selected call categories 
within the report).
©Average handling time of these calls.
©Number of incoming calls that were answered for each account code.
©Average call time of these answered calls (this includes wrap-up time).
©Number of incoming calls that were transferred from another extension/agent for each account 
code.
©Number of incoming calls that were transferred to another extension/agent for each account 
code.
©Number of incoming calls that were placed on inquiry hold for each account code. 
						

							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 there are 
too many account codes to fit in the height of a page or there are too many statistics parameters to 
fit in the width of a page.
Using MIS Reports to Improve Performance
Now that you are able to create report templates to provide you with the reports for the periods of 
interest what do they all mean? This section deals with some of the potential problems identified 
using the reporting package and possible solutions to those problems. As with many things there 
could be a number of ways to improve performance and increase productivity so you may need to 
try different things to see which work the best.
Abandoned calls and long waits
You may identify a problem of too many abandoned calls and complaints of long waits. Here are 
some solutions to this problem:
Solution A
Using methods for keeping the caller waiting is usually one of the first methods employed to 
handle the callers. This can be accomplished using the recorded announcement facilities. Well 
worded messages played to callers in the queue have proved to be very successful in this area. 
Avoid repeating the same message over and over and consider playing music or other recorded 
information between greetings.
Solution B
If your staff make outgoing calls at the same time as they receive inbound calls consider restricting 
the outbound activity to a less busy time of day. Use Profile Reports to identify the peak times and 
the quietist times.
Solution C
Consider overflowing calls to other members of staff in other areas of the business. Although this 
could be less than ideal it could eliminate the lost order or lost customer. Research has shown that 
60% of callers who abandon do not call back.
Solution D
If you do not use headsets, consider introducing them. Headset use will speed up calls whenever 
keyboard work is involved. Headsets could also permit the use of the auto answer feature on Strata 
DK. This speeds up the call process and reduces noise and stress in the call center. 
Solution E
Use Profile Reports to identify peaks and valleys in terms of activity. Rarely will the level of traffic 
be constant. Having identified the peak hours consider changing the working hours of staff and 
maybe consider part time employees. 
						

							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 extra volume, add more lines to your system.
Solution B
If your staff make outgoing calls at the same time as they receive inbound calls consider restricting 
the outbound activity to a less busy time of day. Use Profile Reports to identify the peak times and 
the quietest times.
Solution C
Find out if it is possible to reduce the duration of calls. If you can achieve this without reducing the 
quality of service then this will allow you to answer more calls with the same number of lines and 
people. Call duration can is the time spent on the call plus the wrap-up time allocated for the end of 
the call. Before embarking on a call time reduction campaign consider the profile of the best agent. 
Maybe when you look at this person you may consider training your staff to the performance level 
of this best person.
Solution D
Check out the wrap-up time associated with telephone calls. If the time is excessive, find out why. 
It could be, for example, that quotations have to be sent out, perhaps faxing from the PC could 
speed up the process thereby increasing the volume of calls that can be handled. 
One client established that the average time spent in wrap-up where an order was placed took over 
ten minutes because the sales agent had to print off an order confirmation and take it to the mail 
room for processing. Now the printer is located in the mail room and wrap-up time is reduced by 
75%.
Unexpected out-of-hours customer demand
Using the Out of Hours shift for reports, you establish that there is a demand for your services 
when you are closed.
Using Profile Reports identify the demand and the timing and consider opening at this time to 
handle the calls. If this is not possible consider giving callers the option to leave a message to be 
dealt with as a priority when you start work. The third option could be to overflow to a bureau. In 
all cases it is recommended to play an out of hours message apologizing for the fact you are 
closed, stating your opening times and if alternatives are available state what they are.
Complaints about too many transfers
You may have customers who complain their call gets passed around the organization before they 
get the person who can deal with their problem.
Use the Group Traffic Reports to identify the guilty parties in terms of who transfers callers the 
most and then the Event Reports to find out the details. This may indicate training requirements to 
give the guilty members of staff the skills and knowledge to handle the calls themselves. Inquiry 
calls could also indicate a similar problem.  
						

							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. 
Another idea would be to answer all calls with an Auto-Attendant (AA) and make the user select 
from a menu. The AA would then route the call according to the selection made.
Creating Reports
Report templates define the look and content data included in a report. You can use any of the 
default report templates or create custom templates that can be used over and over. The steps show 
how to create a custom template.
NoteTo further refine the report content, also see “To Filter Reports” on Page 16.
Create a Report Template
1. Click on the 
Reporter icon
2. Click on the Report 
Template icon
...or select 
Set-up, Report 
Te m p l a t e s .
3. Type a new 
template name over 
the existing name
From the Report 
Templates, you can 
create/edit 
templates:
©Add
©Change
©Delete
©RenameThe Change button turns into the Add button when you type a new 
template name.
This is the template file name. The name that appears on the printed 
report is entered later, in Step 4.
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							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 from the 
pull-down list
©Select Agent 
Number, Name or 
Both
©Select any of Total: 
Calls, Time, Usage
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