Toshiba Strata Dk Insight Dk Supervisor Guide

							Glossary
Extension Group
Insight DK Supervisor 5/9953
Extension 
GroupAn extension group is a collection of extensions monitored by the Insight AS. Extensions can 
belong to multiple extension groups if necessary. For each extension configured in the system 
you can make one of the groups that it belongs to its default group. In this case the extension 
inherits its configuration from the chosen default group. This facility allows you to configure the 
attributes of a set of extensions by simply configuring the attributes of the corresponding default 
extension group.
Extension 
Super GroupAn extension super group is a collection of extension groups monitored by the Insight MIS. By 
making reference to a single extension super group, the Insight can quickly collect a set of 
extension groups together for real time display or historical reporting purposes.
GOSGOS - Grade of Service.
GUIGUI - Insight uses the Windows™ Graphical User Interface (GUI), giving it a look and feel which 
is consistent with other Windows™ products.
LineIn the context of Insight MIS, a line represents either one of your external trunks connected to 
the switch being monitored or one of your network tie lines connecting the monitored switch to 
some other external switch. Each line can handle only one telephone call at any one time. 
These calls are denoted as incoming or outgoing calls depending on whether the call originated 
outside or inside the monitored switch.
Line ContentionNot enough lines are free for new calls. DIDs and DID groups. Applicable to line groups,
Line GroupA line group is a collection of lines monitored by the Insight ~S. Lines can belong to multiple line 
groups if necessary. For each line configured in the system you can make one of the groups that 
it belongs to its default group. In this case the line inherits its configuration from its chosen 
default group. This facility allows you to configure the attributes of a set of lines by simply 
configuring the attributes of the corresponding line group.
Long CallExtension/Agent has been on a call for too long. Useful for monitoring performance and 
identifying training needs of agents.
Long FreeExtension/Agent has been free to take calls for too long.
Long QueueToo many calls are waiting to be answered in the queue group. Applicable to line groups, DIDs, 
DID groups, extension groups and agent groups.
Long Ring OnExtension/Agent has been ringing for too long.
Long 
UnavailableExtension/Agent has been unavailable to take calls for too long.
Long WaitCall has been waiting to be answered for too long. Applicable to lines, line groups, DIDs, DID 
groups, extension groups and agent groups.
Long WrapExtension/Agent has been in wrap up for too long.
Longest WaitLength of time the longest waiting call has been waiting for.
Maximize buttonApplicable to windows that are not fully enlarged. When you the maximize button, the following 
occurs:
lThe application window enlarges to fill the screen.
lA data window enlarges to fill the workspace area of the Insight MIS application window.
NoteMaximized windows have no borders.
MessageExtension/Agent has sent a message to the supervisor. In this case the text associated with the 
message is displayed on the alarms window. Table 5 Glossary of Terms 
(continued)
Te r mDefinition 
						

							Glossary
Minimize button
54Insight DK Supervisor 5/99
Minimize buttonClicking the Minimize button is the same as choosing Minimize from a Control menu: The 
window shrinks to an icon.
MISManagement Information System.
ODBCOpen Database Connectivity (ODBC) is a standard application interface for accessing data in 
both relational and non-relational Database Management Systems (DBMS). By using the 
ODBC interface, applications can access and update a variety of databases / data sources 
using the same commands or language as if they were one, providing a relevant driver is 
available.
By using ODBC a user is able to configure data sources to specific databases. This collection of 
data sources is then accessed using the same commands, hence shielding the complexity of 
individual databases.
PINPersonal Identification Number
Real Time 
DisplayOnce operational, Insight MIS can provide immediate visual feedback of the activity on your 
switch.
Report Template Report Templates are used by the Insight Reporter to define the contents of a collated historical 
report. You can create any number of report templates and thereby produce a library of report 
types which can be quickly accessed when you collate a new historical report.
Restore ButtonClicking the Restore button is the same as choosing Restore from a Control menu: the window 
returns to its previous size.
UnavailableIf an agent is logged on but needs to stop taking incoming calls temporarily, they can go into the 
unavailable (out of group) state. When the agent is ready to take calls again they can become 
available (in group) again.
Insight MIS tracks the unavailable state in real time and also provides historical analysis of how 
long agents were unavailable and how often
Voice MailExtensions which have been voice mail enabled are treated slightly differently by the Insight 
M[S. When a normal extension is rung on by a line and subsequently connects to that line, the 
MIS displays the extension as being connected to the line and the line being connected to the 
extension. Statistics are then calculated accordingly.
WallboardsA real time display for agents. If you have purchased the wallboard option, you can use the AS 
to display real time call status and statistics parameters on up to six wallboards simultaneously. 
You can also send messages to selected wallboards
Wrap UpWhen an agent is about to finish a call, they can choose to go into wrap-up before the call is 
terminated. This will leave the agent in the wrap-up state thereby stopping further incoming calls 
being targeted at the agent. While in wrap-up the agent can do any clerical work associated with 
the call just taken. Once finished the agent can leave the wrap up state so that they are ready to 
take further incoming calls.
Insight MIS tracks wrap up in real time and also provides historical analysis of how much wrap 
up time each call required on a per agent basis. Table 5 Glossary of Terms 
(continued)
Te r mDefinition 
						

							Glossary
Report Terminology
Insight DK Supervisor 5/9955
Report Terminology
In addition to the glossary of terms, this section defines the terminology specific to the Reporter.
Table 6 Report Terminology 
Te r mDefinition
Account CodesAccount codes entered during the call can be displayed on reports.
Agent Logged 
in TimeThe percentage time that an Agent has been logged in, divided by 100, times the report length 
period.
Average 
answered call 
timeThe average time taken during the call time.
Average 
transfer countOf those calls that were transferred, the average number of times the calls were transferred.
Call rateThe 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.
Calls inquiredNumber of inquiry calls (calls that have been held and retrieved by the same agent) made by all 
agents within the group.
Call time (for 
agents)The time from the moment the call was answered until the call ended, including the wrap-up 
time.
Call time (for 
lines)The time from the moment the call was answered until the line was freed.
Connect deviceDisplays the device to which the agent’s extension is connected to complete the speech path. 
Can refer to the incoming DID number, if available (default), or to the line if preferred.
Connect groupDisplays the name of the group assigned to the DID or line number to which the extension is 
connected during a call.
Dialed digitsDisplays phone numbers of incoming and outgoing calls.
Inquiry holdWhen an extension/agent places a call on hold and then reconnects to the call without 
transferring it.
ErlangNumber of inquiry calls (calls that have been held and retrieved by the same agent) made by all 
agents within the group.
Time Logged on = % Logged on
 x Report Length
100
Call Rate = Total Calls
Time Logged On 
						

							Glossary
Report Terminology
56Insight DK Supervisor 5/99
GOS, Grade of 
Service (for Line 
Groups and 
DIDs)Percentage of calls answered within the target answer time. This is related to the time set in the 
wait time alarm for that device.  For example, if three minutes was set in the alarm, three 
minutes = the Target Answer Time. This is set using the Configurator. Options are available to 
include/exclude abandoned calls.
Line or DDI 
Grade of 
Service 
excluding 
abandoned callsThe number of long waits is defined as the number of times the wait time threshold has been 
exceeded (set in the configurator). Where the threshold time has been disabled (by entering 0), 
the GOS will always be 100%. Both the long waits and number of calls must be in the same time 
frame, i.e., within the interval time or daily.
GOS, Grade of 
Service (for 
Extensions and 
Agents)Percentage of calls whose handling time was between a short call threshold and a long call 
threshold. The concept is also applicable to extension groups and agent groups..
Held timeThe time for which a call was on hold.
Intercom callA telephone call internal to the telephone system.
Long callA long call is one that lasts for more time than the long call threshold.
Long waitsNumber of calls whose waiting time exceeded the long wait analysis threshold. Options are 
available to include or exclude abandoned calls.
Maximum 
agents logged 
onMaximum number of agents logged on during the profile period.
Maximum 
transfer countOf those calls that were transferred, the maximum number of times the call was transferred.
Minimum 
agents logged 
onMinimum number of agents logged on during the profile period.
No. logonNumber of times the agent logged on during the period.
No. unavailableNumber of times the device became unavailable during the period.
Ring on callRing on call is a call which rings on a device and then stops ringing before it is answered.
Short callA short call is one that lasts for less time than the short call threshold.
Ta l k  t i m eThe time the agent was actually speaking to the caller.
Target answer 
timeA reminder of the answer time the agents are aiming to achieve. Table 6 Report Terminology 
(continued)
Te r mDefinition
GOS =Total Calls – (Long Waits + Abandoned Calls)
x 100%
Total Calls
GOS =Total Calls – Long Waits
x 100%
Total Calls
GOS =Total Handled Calls – (Long Calls + Short Calls)
x 100%
Total Handled Calls 
						

							Glossary
Report Terminology
Insight DK Supervisor 5/9957
Transfer fromDisplays the agents name and number (or extension, if preferred) from whom a call has been 
transferred.
Transfer PosTransfer position is the number of times a call has been transferred before it reached this agent.
Transfer toDisplays the agents name and number (or extension, if preferred) to whom a call has been 
transferred.
UnavailableWhen an agent is logged on but needs to stop taking incoming calls temporarily, they can go 
into the unavailable (out of group) state. When the agent is ready to take calls again they can go 
available (in group) again.
Wait timeShows the time a call was waiting to be answered.
Wrap timeThe length of time the agent was in wrap-up.
% logonPercentage of time for which the agent was logged on.
% use (of 
activity)Percentage of time each device was allocated to a particular activity, such as answering 
incoming calls or making outgoing calls.
% unavailablePercentage of time the device was unavailable. Table 6 Report Terminology 
(continued)
Te r mDefinition 
						

							Glossary
Report Terminology
58Insight DK Supervisor 5/99 
						

							Insight DK Supervisor 5/9959
Index
A
about this book
related documents,
v
account code,51, 55
group,51
super group,51
agent,51
contention,51
group,51
logged in time,55
statistics,7
status window,5
super group,51
agents
in use,
48
logged on,56
alarm thresholds,48
alarms
colors,
4, 49
configure,47
window,49, 52
application window,52
average
answered call time,
55
transfer count,55
C
call
in queue graph,
10
rate,55
time
agents,
55
lines,55
call line identity (CLI),52
calls
inquired,
55
calls waiting,3, 48
colors
alarms,
4, 49
status,4
compile reports,35
composite screen layout,4
configure
alarms,
47
wallboards,41
connect
device,
55
group,55
contention report,35, 52
D
devices,16, 52
dialed digits,55
dialog box,52
DID
group,
52
numbers,52
super group,52
DID (GOS), 56
drag,
52
E
erlang,55
exporting
data,
52
reports,35
extension,52
contention,52
group,53
super group,53
extensions and agents (GOS), 56
extensions in use,
48 
						

							Index
F ~ R
60Insight DK Supervisor 5/99
F
forecasting,36
limitations,38
profile report,38
example,40
reports,36
example,38
free time,48
G
GOS,53
extensions and agents,56
line groups and DIDs,56
graphical displays
calls waiting,
3
wait time,4
GUI, Graphical User Interface,53
H
held on time,50
held time,48, 50, 56
I
icons,2
indication colors,4
inquiry hold,55
intercom call,56
interval call statistics,6
L
large character
displays,
4
window,12
line,53
line
contention,
53
groups,53, 56
groups (GOS), 56
line or DDI (GOS) excluding abandoned calls,
56
lines in use,48
logged in time,55
long
call,
50, 53, 56
free,53
queue,53
ring on,53
unavailable,53
wait,53, 56
wrap,53
longest wait,53
M
main menu,2
maximize button,53
maximum
agents logged on,
56
transfer count,56
message,53
minimize button,54
minimum
agents logged on,
56
MIS,54
N
no. logon,56
no. unavailable,56
non-cumulative,28
numbers,52
O
ODBC,54
on call time,49
online help,2
P
percentage
logon,
57
unavailable,57
use (of activity),57
PIN,54
Q
queuing messages,46
R
real time
display,
54
creating,3
statistics,6
report template,54
reporter toolbar,2
reports,15
compile,35
requirements
hardware and software,
1
restore button,54
ring on
call,
56
time,49, 50 
						

							Index
S ~ W
Insight DK Supervisor 5/99  61
S
short call,50, 56
statistic displays,3
status
colors,
4, 49
displays,3
T
talk time,56
target answer time,56
toolbars,2
transfer
from, pos (position), to,
57
U
unavailable,49, 54, 57
V
valid GOS,50
voice mail,54
W
wait time,4, 48, 50, 57
graph,8
wallboards,41, 54
configuring,41
messages,45
schedule,42
template,42
wrap time,57
wrap up
time,
49, 50, 54 
						

							Index
W ~ W
62Insight DK Supervisor 5/99