introduction to insight ctx
DESCRIPTION
Introduction to Insight CTX. Real Time Component. Reporting Package. Configuration Tools. The Components. There are three main components of Insight CTX and Insight CTX+. Configuration Tools. CTX. Customer LAN. Schematic. Toshiba ACD server and Insight CTX Server (Gateway). LAN. - PowerPoint PPT PresentationTRANSCRIPT
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Introduction to Insight CTX
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The Components
ConfigurationTools
There are three main components of Insight CTX and Insight CTX+
Real TimeComponent
ReportingPackage
ConfigurationTools
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Schematic
CTXCTX
Toshiba ACD server and Insight CTXServer (Gateway)
Customer LAN
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Schematic
Real TimeMIS
Reporter
Single license; all applications need not be on the same PC. Reporter and MIS could be installed on many PC’s and run on any ONE
GatewayLAN
TCP/IP connectionTo switch
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Real Time
A screen layout is called a template
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Real Time
Insight CTX has four templates Insight CTX+ has as many as you
want
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The Template
The template is made up of real time display windows
There are five types to choose from
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Color CodingFree - Green
Busy - Blue
Ringing - Yellow
Alarm - Red
Logged Off - Gray
Unavailable – Dk. Gray
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The Display Windows
• Agent status• Time in state• Connection
information• Dialed digits
Four options to choose from
Real time status window
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The Display Windows
• Queue length• Wait time• Calls answered• Calls abandoned
Over 700 Different Types
Large Character Window
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The Display Windows
Real Time Statistics Window - 10 options to choose from
• Daily and interval
• Lines, queues, extensions and agents
• Groups• Utilization• Performance
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The Display Windows
Calls in Queue Graphical Display
Wait TimeGraphical Display
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The Display Windows
Alarm Manager
Alarm turns screen area red
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The Reporter
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The Reporter
Both Insight CTX and Insight CTX+ have Report Templates
Insight CTX/CTX+366 days - except event reports
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The Templates
Templates contain Report Items
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Report Items
Report Items are configurable
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Insight CTX + Reports Traffic Reports Event Reports Utilization Reports Contention Reports Distribution Reports for Wait Time, Call Time and
Wrap Time Forecasting Reports Account Code
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Report Types
Traffic Reports– These are summary reports and typically contain a
single row or column of data for each device. The total values represent the data over the entire period of the report.
– These reports are used to look at total volumes of calls handled by call time along with average or total times for each call type or activity
– An example here would be an Agent Traffic report which will show activity by individual agent across the reporting period
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Traffic Report
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Report Types
Group Traffic Reports– Similar to Traffic Reports in that they are summaries
but these are by Group rather than by individual.– An example here would be an Agent Group Traffic
Report which would show the totals for the Group or Groups as a collection of agents which are members of those groups
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Group Traffic Report
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Event Reports These are very detailed reports listing all calls
across the Lines (Line Group Event Report) or calls and other activities by Agent or Extension (Agent/Extension Event Report)
They are used over short periods of time to track specific calls or activities as they can become very large reports very quickly
Configuring these to exclude unwanted call or activity types or applying filters for things like dialed digits allows you to “drill down” even further to the data required
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Event Report
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Utilization Reports
These reports will show the amount of time spent in the various states that an agent can be in.
They are used to track manpower usage to ensure agents are spending the appropriate amount of time on appropriate tasks
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Utilization Report
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Contention Reports Contention is a report used to measure
blockage. It will show the percentage of time over the
reporting period that x devices were busy and so unavailable
You could see that for 25% of the time there were no free lines or VA ports so you might consider buying some more
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Contention Report
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Account Code Reports
This report will allow agents to classify calls by adding reason codes to the call.
If you wanted to know how many inbound calls turned into appointments or how many faults were cleared in a Help Desk then the user would enter a code and Insight would then report on the call volume and duration per account code
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Account Code Report
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Forecasting Reports Forecasting Reports allow the user to take existing
historical data and, performing modifications to that data estimate what the effect would be.
So if the call volume changes how may people would I need might be a sensible report to run.
Many parameters can be modified and many results calculated
Multiple modifications and the effect can be calculated in a single report for comparison purposes
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Forecasting Report
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Distribution Reports
There are three types of Distribution Reports:– Wait Time Distribution Report– Call Time Distribution Report– Wrap Time Distribution Report
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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 answered calls and/or abandoned calls within a single report item
A report item for each type can be added to a report template to enable analysis of both to be carried out separately
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Wait Time Distribution Report
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Call Time Distribution Report
A call time distribution report provides the number of calls and percentage of calls whose call time (defined as actual talk time and held time) fell within a series of user configurable time bands.
The report can analyze the call time distribution of incoming calls and/or outgoing calls.
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Call Time Distribution Report
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Wrap Time Distribution Report
A wrap up time distribution report provides the number of calls and percentage of calls whose wrap up time fell within a series of user configurable time bands.
If auto wrap is used the wrap times will be the same so this report would not be used
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Wrap Time Distribution Report
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Profile Reports Many reports are available in Profile versions A profile report provides historical call statistics data
for a selected device type presented in a series of uniform time bands.
The interval time governing the time bands can be any number of minutes, hours, days or weeks.
The appropriate interval should be selected for the report period it will be used for. Hourly across the day would make sense whereas hourly across the week would not.
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Profile Reports
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Report Templates
Report templates are a collection of Report Items
They should be designed and configured with the users needs and the period over which they will be run in mind
Any number of report templates can be created and saved
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Report periods
A standard report is run over a period of time and contains a single row or column for the whole period of the report
A profile report allows the report period to be divided into intervals
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Line, DID based reports Agent, extension and queue based
reports Individual and Groups
Insight CTX+ Reports
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The Reporter
Reports can be viewed on screen Reports can be printed - On
demand or Automatically Reports in Insight CTX + can be
exported
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Report Creation
Call Record Database
Enter Start and Stop Date and Time
Select Shift
Select Report Template
OK
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Call Record DatabaseELOG Folder MEMO Folder
Each folder contains 100 days data
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Configuration
There are three elements to the supervisory package configuration
The real time screen The reporter The system configuration
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Configuration The real time screen configuration is
contained in a file called misw.ini The reporter configuration is contained
in a file called misreptr.ini The system configuration is contained in
a file called misgen.ini These are all in the …ToshibaCTX folder
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Diagnostics Used for trouble
shooting Files are very
large Turn off when not
in use Access from
Insight Setup
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Traditional Wallboards
Wallboard Schedule
• Information• Performance• Motivation• Real time status• Statistics• Messages
Wallboard Template
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Up to 8 large character windows can be displayedPop on alarmWAN and well as LAN
inView LAN Wallboards
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Agent status color codedDifferent groups selectableLong Name or Short Name
inView LAN Wallboards
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High priority
Normal priority
Messaging to inView