Toshiba Strata Dk Insight Dk Supervisor Guide
Have a look at the manual Toshiba Strata Dk Insight Dk Supervisor Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 566 Toshiba manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Wallboards Step 3: Configuring Wallboards Insight DK Supervisor 5/9943 5. Enter the wallboard template duration. 6. Repeat Substeps 3~5 to add or delete other templates for scheduling. 7. When scheduling is complete, click OK, then click Close. 8. From the Wallboard Configuration window, click Configure.Only the selected wallboard number can be configured. Each wallboard must be selected by number and configured individually. 9. Delete any schedules that you do not need. 10. Make sure Fitted is be checked. 11. Click Add Schedule to select the ones you want to add. 12. Select the shift during which you want the schedule to run and click OK. 13. (Optional) Select an alarm to sound when the alarm threshold is reached. 14. Press OK when done. 3476 3477 3478
Wallboards Step 4: Configuring Wallboards 44Insight DK Supervisor 5/99 Step 4: Configure the Wallboard Template After you have created a schedule for displaying a sequence of wallboard template displays, you can configure the layout of the wallboards. This is where you determine which parameters will display and their placement on the board. Changing Fonts There are two sizes of fonts for wallboards. ©Small – Depending on the wallboard, up to one or two rows of characters can be displayed. This size works well with real time performance information, since it allows up to six parameters to be shown. ©Large – One row of large text can be displayed. Large text is good for scrolling messages. 1. From the Wallboard Configuration window, click Configure.Only the selected wallboard number can be configured. Each wallboard must be selected by number and configured individually. 2. Delete any schedules that you do not need. 3. Make sure Fitted is be checked. 4. Click Add Schedule to select the ones you want to add. 5. Select the shift during which you want the schedule to run and click OK. 6. (Optional) Select an alarm to sound when the alarm threshold is reached. 7. Press OK when done. 1. From the Main Menu, select Wallboard ...or click the Wallboard icon 3477
Wallboards Step 4: Configuring Wallboards Insight DK Supervisor 5/9945 Creating Temporary Wallboard Messages Wallboard messages can be scheduled to appear for specific durations. 2. Click Configure. 1. Select Wallboard, Messages ...or select the Wallboard Messages icon. 2. Type your message. 3. Enter the display time. 4. Select the wallboard to display the message, and whether you want the wallboard to beep on display. 3699 3698 3479
Wallboards Step 4: Configuring Wallboards 46Insight DK Supervisor 5/99 Queuing Messages You can queue up message for display on a wallboard or series of wallboards. äClick Clear All Messages to remove all the messages queued up on the wallboards. 5. Click Send Message, Close. 6. If you set the message to display for an indefinite amount of time, click Clear Message when you want to remove it.
Insight DK Supervisor 5/9947 Alarms5 An on-screen alarm log is created to trace all the events causing an alarm. This log can be filtered for each individual or group to present only information needed by the user. The user’s alram window can be viewed in a monitor or browse mode. In the monitor mode, only current alarms are shown. In the Browse mode, past and current alarms can be viewed. Configure Alarms You must first configure the alarms for each set of CO lines, DID lines and for any extensions or agents that you wish to set alarm thresholds for. 1. Click Setup, Alarms. 2. From Alarms Configuration, choose the appropriate button and check Audible Alarms if applicable. Audible alarms require a SoundBlaster compatible card installed in the PC with associated multimedia drivers. 3. Select or enter a Filter Group. 4. Refer to Ta b l e for alarm definitions. Note“Held” alarms are not supported by the Strata DK. 3626 3626 3629
Alarms Configure Alarms 48Insight DK Supervisor 5/99 5. Check any applicable alarms, click OK. 6. Close the Alarms Configuration window. Table 11 Alarm Thresholds AlarmAvailable onMay Indicate Wait Time – A call has been waiting too long to be answered. lLines lLine Groups lDIDs lDID GroupsAn imbalance of lines to extensions/agents. Held Time (not supported in Strata DK Insight) – A call which remains on hold for too long. lLines lLine Groups lDIDs lDID GroupsA need for training. Need to allocate more agents or change the groups’ answering priorities. Calls Waiting – The number of calls waiting to be answered. lLine Groups lDIDs lDID Groups lExt. Groups lAgent GroupsAn imbalance of lines to extensions/agents. May need to rearrange the groupings. A training issue. Use other stats to pinpoint need. Lines In Use – The number of lines used is near capacity. lLine Groups lDIDs lDID GroupsNeed for more DIDs/lines. Need to rearrange the way the lines and DIDs are grouped. Extensions In Use – The number of extensions in a group is near capacity. lExt. GroupsNeed for more extensions or to change the way they are grouped. Agents in Use – The number of busy agents in any group is near the maximum. lAgent GroupsMore agents needed. Need to change the way the agents are grouped. Free Time – An agent or extension has been free too long. lExtensions lExt. Groups lAgents lAgent GroupsPossible over-staffing. May identify the resources that could be moved to a busier group without degrading the service provided by the group with free time. 3630
Alarms Configure Alarms Insight DK Supervisor 5/9949 To View Alarms From the Alarms Window, you can monitor alarms that have been triggered. Indication Colors Insight DK uses five colors for various alarms and call states. Ring on Time – A call has been ringing an extension for too long. lExtensions lExt. Groups lAgents lAgent GroupsPossible under-staffing problem. Could move agents from a quieter group to cover under-staffing. On Call Time – A call has been connected for an excessive amount of time.Possible training requirement. Agents may need to be able to take control of the call to get information as quickly as possible. Discipline required. Wrap up Time – An agent is taking too long to wrap up.A training requirement. Agents may not be using the contact management (or other) application very well. Unavailable Time – Shows when agent or extension has been unavailable for too long.Discipline required. äClick the Alarms icon. From the Alarms window, you can: ©Click Browse and scroll to view any more alarms.If more alarms have been triggered than will fit in the window, the most recent alarms appear in the window. ©From the Browse mode, you can select an alarm, then click Delete. This is useful for agent message alarms, which are automatically deleted from the alarms list. ColorMeaningNotes Red Alarm Waiting time threshold exceeded, etc. Yellow Ringing Device or line is ringing Blue BusyAgent on call, in wrap up, etc. Busy state includes outgoing calls, incoming call, wrap up time, and unavailable Green Idle Agent is idle. Line is free. Grey Device logged off Table 11 Alarm Thresholds (continued) AlarmAvailable onMay Indicate 3453
Alarms Configure Alarms 50Insight DK Supervisor 5/99 Terms associated with alarms are explained in Ta b l e 1 2. Table 12 Statistical Analysis Threshold Stat. AnalysisIndicatesAvailable onReason for alarm Wait TimeA call that has been waiting to be answered for longer than the acceptable wait time. (Affects GOS.) lLines lLine groups lDIDs lDID groupsMay signify an imbalance of lines to extensions/agents. Held Time (not supported by Strata DK)A call which remains on hold for too long.Could be a need for training. Could need to rearrange groupings of lines, DIDs and agents. More agents may be needed. Valid GOSThe level of service has dropped below the required standard (based on an algorithm made from a range of stats). lLines lLine groups lDIDs lDID groups lExtensions lExtension groups lAgents lAgent groupsSummarizes the effect of a range of parameters. The algorithm uses many threshold values to provide a general picture of performance. Acceptable GOS can be different for each agent or extension. (Can start low for new agents and increase the GOS over time. Could be linked to pay structure.) Ring On Time (Ring No Answer)Shows when a call has been left ringing for longer than is acceptable. lExtensions lExtension groups lAgents lAgent groupsUser in conjunction with number of calls in the queue. The issue can then be addressed with either a discipline or it may point to under-staffing. Wrap up TimeShows when an agent has been in wrap up time for too long.Could be a training need. Held on Time (not supported by Strata DK)Calls were held at the extension too long before being transferred or retrieved.Could be a training issue. Why are the calls being held too long? Is it all agents or just one or two? Short callShows when an agent or extensions has been free for too long. lExtensions lExtension groups lAgents lAgent groupsIdentifies agents who may not be getting the best from their calls. Who are they ringing? Why are they not getting a good response? Do they need training or discipline? Long callShows when calls are too long to be effective (affects GOS). lExtensions lExtension groups lAgentsIdentifies agents who take too long to get information required. Training may be needed.
Insight DK Supervisor 5/9951 Glossary General Terms The following table contains definitions for terms used in this document. Table 5 Glossary of Terms Te r mDefinition ACDAutomatic Call Distribution. Account CodeWhile handling a telephone call it is possible for an extension/agent to enter account codes to describe the nature of the call. Up to 9 digits can be entered per account code and 20 account codes can be entered per call. An analysis of account code usage is provided by the Insight Reporter. Account Code GroupA group of account codes. When configuring an account code group you specify which account codes belong to the group. (The order in which the account codes are listed as members of an account code group controls the order the account codes will be presented on a historical report associated with the group.) Account Code Super GroupA group of account code groups. When configuring an account code super group you specify which account code groups belong to the super group. (The order in which the groups are listed as members of a super group controls the order the groups will be presented on a historical report associated with the super group.) Agent An agent is the telephone operative who handles calls at an extension. Each Agent is identified by a PIN they use at the extension. The PIN should uniquely identify the agent if Insight is to give meaningful statistics concerning the activity of agents. Agent ContentionA situation where there are not enough agents available to take calls within the named agent group. Agent GroupAn agent group is a collection of agents monitored by the Insight MIS. Agents can belong to multiple agent groups if necessary. For each agent configured in the system you can make one of the groups that it belongs to its default group. In this case the agent inherits its configuration from the chosen default group. This facility allows you to configure the attributes of a set of agents by simply configuring the attributes of the corresponding default agent group. Agent Super GroupAn agent super group is a collection of agent groups monitored by the Insight MIS. By making reference to a single agent super group, the Insight MIS collects a set of agent groups together for real time display or historical reporting purposes.
Glossary Alarms Window 52Insight DK Supervisor 5/99 Alarms WindowThis is a separate window from the Insight MIS application window that provides a list of alarms in chronological order (most recent first) that are currently active in the system. Each item in the alarms list presents the following information:lType of device that is causing the alarm lName of the device that is causing the alarm lType of alarm. Application WindowA window that contains a running application. Both Insight MIS and Insight Reporter have their own application window with menu, tool bar and workspace area for movable and sizable data windows used within the application. The application window shares its borders and title bar with display windows that are fully enlarged. Call Line Identity (CLI)The Call Line Identity (CLI) of an incoming call is the telephone number of the caller. When the caller is using a direct exchange line the CLI will usually identify the caller correctly. In cases where the caller is dialing out from a PBX, the CLI will normally only identify the organization who made the call and not the individual caller. Contention Report A 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. DeviceA line, DID number, extension or agent. DID GroupA DID group is a collection of DID numbers monitored by the Insight MIS. DID numbers can belong to multiple DID groups if necessary. For each DID number configured in the system you can make one of the groups it belongs to its default group. This facility allows you to configure the attributes of a set of DID numbers by simply configuring the attributes of the corresponding default DID group. DID Numbers A Direct Inwards Dial (DID) number is a dynamic numeric attribute assigned to a line on an incoming call. A DID call can be routed to groups of extensions/agents or to individual extensions/agents depending on how the call routing software within the switch has been programmed. Insight MIS can monitor in real time and historically the activity of inbound calls associated with DID numbers. DID Super GroupA DID Super Group is a collection of DID groups monitored by the Insight MIS. By making reference to a single DID super group, Insight MIS collects a set of DID groups together for real time display or historical reporting purposes. Dialog boxA box that displays command options and configuration parameters for you to review or change. DragTo hold down the left mouse button while moving the mouse. Exporting dataExporting data - Use this command to export the data contained in the report displayed in the currently selected data window. The data is exported in comma delimited ASCH format. This exported data file can be read into most commercial spreadsheet and database programs. ExtensionAn 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. Extension ContentionNot enough extensions are available to take calls within the named extension group. Table 5 Glossary of Terms (continued) Te r mDefinition