Toshiba Strata Dk Insight Dk Supervisor Guide

							Reports
Creating Reports
Insight DK Supervisor 5/9933
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, Ring 
On, Intercom, 
Outgoing
©Select 
Performance: Calls, 
Availability, Call 
RateYou can set Call Rate (in the Performance section) to display twice: 
once for the Total Call Rate, once for the Average Call Rate.
The Call Rate is the number of calls taken/made per hour by an 
agent. However, the time that the agent is logged on is taken into 
account to give a more accurate figure. The Call Rate is then worked 
out by dividing the number of calls by the time logged on.
Call Rate = Total Number of Calls
                                Time Logged On
©Display Times
©Miscellaneous
5. Click OK, then go 
to Filter the Report 
Contents (optional)
...or click Filter 
(optional), and 
refer to “Print the 
Report” on Page 
34.
1. If you clicked 
Filter; from the 
Report Filter box, 
click Add Element, 
Delete Element or 
Edit Element.
...or, if you clicked 
OK in the previous 
window, proceed to 
the next step.
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							Reports
Creating Reports
34Insight DK Supervisor 5/99
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 report template
The available Report Shifts are created from Configure Shift 
window. See “Creating or Editing Shifts” on Page 13 for more 
details.
2. Click OK. The report should be compiled in a few minutes. A sample report is 
shown in Figure 1.
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							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 Microsoft ODBC 
16-bit Driver.
1. Click on the Export 
icon
...or click on File, 
Export. 
2. In the Drives list 
box, select a drive 
to save the file in.
3. Select a Directory 
to save the file in
4. Enter a file name, 
click OK.
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11/30/98
Agent
CallsTotal Answered Calls OutgoingRNAPart 1 of 2
Page 1 of 3
on
11/09/98
Ave.
Time%
UseCallsAve.
CallAve.
TalkAve.
WrapAvg.
WaitAvg.
Talk Avg.
Calls Calls
All Reports on Insight DK+
Demonstration
Agent Traffic for All Agents
15:30 Friday
Andrew Parker 1 01:26:25 00:001.2 10 00:00 00:00
Dave Stringer 95 14:57 16:8019.7 1184 13:49 02:29
Dale Whitaker 96 09:47 11:1813.0 1581 08:32 02:46
Beverly Cardner 101 12:12 12:2417.1 298 09:36 02:48
Phil Otell 0 00:00 00:000.0 00 00:00 00:00
Jane Yeasky 79 16:49 16:4518.5 970 14:31 02:14
Jenny Harrington 0 00:00 00:000.0 00 00:00 00:00
Alan Harrson 15:01 16:3313.6 758 14:27 02:06
Gareth Wear65
13:23 14:2713.4 863 11:43 02:44
Tracy Oldman72
18:02 19:5816.8 760 17:30 02:28
Alson Halton67
16:28 16:2417.4 2551 02:1600:00
00:00
00:00
06:57
00:00
00:00
00:00
00:00
06:39
00:00
00:00 67
14:0801:26:25
04:38
01:37
04:55
00:00
17:20
00:00
02:13
05:50
01:25
16:3501:26:25
04:38
01:37
04:55
00:00
17:20
00:00
02:13
05:50
01:25
16:35 76Calls
0
0
0
1
0
0
0
0
1
0
0
Total 652 14:25 12:4011.9 565 06:48 85 09:3515:11 02:31 2 09:35
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							Reports
Forecasting
36Insight DK Supervisor 5/99
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 call time (including held time, but excluding wrapup time) on the line 
side of the call.
©The average waiting time of an incoming answered call on the line side.
©The number of available agents.
©The average wrapup time per incoming call.
©The average amount of time each agent spent unavailable excluding wrapup time.
You then may specify a series of modifications to be performed on the above parameters.
Forecasting Reports
A forecasting report calculates the actual number of calls, average call time, average wait time and 
number of available agents over a specified time period using specified line and agent groups. It 
then provides an estimate of how one of these parameters would vary depending on specific 
modifications made to the other three. The specified modifications can be applied individually - 
resulting in a series of estimates, or they can be applied collectively - resulting in a single estimate.
1. From the Reporter 
toolbar, select 
Report Templates. 
2. From the Report 
Templates drop-
down list, select 
Forecasting Report.
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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 the 
Forecasting 
Modifications 
dialog box, specify 
the modifications 
to be applied.
The list box contains the modifications to be applied. Existing ones 
can be highlighted and removed or new ones added. These 
modification rules can be applied individually or collectively.
9. Click OK. The Forecasting Report is generated (see Figure 2).
The report is presented in a modification per row format. Pagination 
occurs if there are too many modifications to fit in the height of a 
page.
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							Reports
Forecasting
38Insight DK Supervisor 5/99
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 every effort has been made correct these figures on 
a site-by-site basis, the results should be used for indication purposes only.
Forecasting Profile Report
A Forecasting Profile Report calculates the same type of information as a Forecasting Report, 
except that it can cover a single time band or an interval which includes several time bands in a 
single estimate.
Like the Forecasting Report, the Forecasting Profile report calculates the actual number of calls, 
average call time, average wait time and number of available agents over a series of uniform time 
bands using specified line and agent groups. It then provides an estimate of how one of these 
parameters would vary depending on specific modifications made to the other three. 
The specified modifications can be applied individually - resulting in a series of estimates per time 
band, or they can be applied collectively - resulting in a single estimate per time band 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 
modifications to fit in the height of a page.
1. Select the 
forecasting profile 
report to configure 
and click the Edit 
Item button.
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11/17/98
Part 1 of 1Page 1 of 2
on
02/25/99
Avg. Call Time
(hh:)mm:ssAvg. Wait Time
(hh:)mm:ssAvailable
AgentsAvg. Wrapup
(hh:)mm:ssAvg. Unavail
(hh:)mm:ss
Forecast Reports
Demonstration
Forecasting Report
00:00 Friday
As Originally Calculated
Using Parameters derived from:Line Group {All Lines}. Agent Group {All Agents}
Modifications applied individually:Calls -14call(s), +10%
Average Call Time -10 second(s), +14%
Average Wait Time +5 second(s), -8%
Calculating:Available Agents
Note: if n/a appears in a field in the report above, that parameter could not be calculated.
00:00 00:00n/a0.0144:00:00Call -14 call(s)00:00 n/an/a n/a n/aCalls +10%00:00 n/an/a n/a n/aAverage Call Time -10 second(s)00:00 n/an/a n/a n/aAverage Call Time +14%00:00 n/an/a n/a n/aAverage Wait Time +5 second(s)00:00 n/a00:00 n/a n/aAverage Wait Time -8%Calls
0
0
0
0
0
0
0 00:00 n/a00:00 n/a n/a
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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 to what 
titles you want for 
each time band 
column within the 
report.
6. Choose the unit for 
specifying your 
time band interval 
(Mins, Hours, Days 
or Weeks), and then 
enter the number of 
minutes, hours, 
etc., you require.
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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 the 
first 10 time bands will go into time bands 1 to 10. Data for time 
bands 11 to 20 will go into time bands 1 to 10. Data for time bands 
21 to 23 will go into time bands 1 to 3, etc.
8. Select the 
parameter you that 
wish to calculate.
9. Click 
Modifications.
10. From the 
Forecasting - 
Modifications 
dialog box, specify 
the modifications 
to be applied.
11. Click OK.The list box contains the modifications to be applied. Existing ones 
can be highlighted and removed or new ones added. These 
modification rules can be applied individually or collectively.
24 Hour
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STOP:Tuesday 11/11/98 00:00
11/17/98
Part 1 of 3Page 1 of 2
on
02/25/99
Tuesday
November
1998
11/11/98
00:05:00Tuesday
November
1998
11/11/98
00:10:00Tuesday
November
1998
11/11/98
00:15:00Tuesday
November
1998
11/11/98
00:20:00Tuesday
November
1998
11/11/98
00:25:00Tuesday
November
1998
11/11/98
00:30:00Tuesday
November
1998
11/11/98
00:35:00
Forecast Reports
Demonstration
Forecasting Profile Report
00:00 Monday
Using Parameters derived from:
Line Group {All Lines}. Agent Group {All Agents}
Modifications applied individually:Calls +16%
Average Wait Time -10%
Calculating:Available Agents
Note: if n/a appears in a field in the report above, that parameter could not be calculated.Tuesday
November
1998
11/11/98
00:00:00
As Originally Calculated
0.0 0.00.0 0.0 0.0 0.0 0.0 0.0
Calls +16%n/a n/an/a n/a n/a n/a n/a n/a
Average Wait Time -10%n/a n/an/a n/a n/a n/a n/a n/a
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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 messages.
Wallboards are units that contain lights that display messages to a large viewing area. The Insight 
DK product line also includes a PC-based LAN application called inView, that displays agent 
group statistics and agent status displays on a PC monitor. See the inView User Guide for more 
information.
Configuring Wallboards
Each Insight DK MIS work station can drive up to six wallboards simultaneously via one serial 
port connection. The Wallboards menu (shown below) contains the configuration forms.
Step 1: Select the Wallboard Serial Port
1. From the Main 
Menu, select 
Wallboards, 
Drivers.
2. Select the 
wallboard type and 
the appropriate 
Com port.
3. Click OK.
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							Wallboards
Step 2: Configuring Wallboards
42Insight DK Supervisor 5/99
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 display. At the end of the sequence, the 
scheduled sequence starts over. You can create as many schedules as you want to manage the 
wallboards.1. From the Main 
Menu, select 
Wallboard, 
Configure
...or click
2. Click Templates.
3. Type a new template 
name over the 
existing name.
1. From the Main 
Menu, select 
Wallboards, 
Configure, 
Schedules.
2. Type a new schedule 
name.
3. Click Add.
4. Click Add Template 
to view the 
templates, then 
select one.
See below to Delete 
or Change 
Template(s).
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