Introduction to Insight CTX

The Components

ConfigurationTools

There are three main components of Insight CTX and Insight CTX+

Real TimeComponent

ReportingPackage

ConfigurationTools

Schematic

CTXCTX

Toshiba ACD server and Insight CTXServer (Gateway)

Customer LAN

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

Real Time

A screen layout is called a template

Real Time

Insight CTX has four templates Insight CTX+ has as many as you

want

The Template

The template is made up of real time display windows

There are five types to choose from

Color CodingFree - Green

Busy - Blue

Ringing - Yellow

Alarm - Red

Logged Off - Gray

Unavailable – Dk. Gray

The Display Windows

• Agent status• Time in state• Connection

information• Dialed digits

Four options to choose from

Real time status window

The Display Windows

• Queue length• Wait time• Calls answered• Calls abandoned

Over 700 Different Types

Large Character Window

The Display Windows

Real Time Statistics Window - 10 options to choose from

• Daily and interval

• Lines, queues, extensions and agents

• Groups• Utilization• Performance

The Display Windows

Calls in Queue Graphical Display

Wait TimeGraphical Display

The Display Windows

Alarm Manager

Alarm turns screen area red

The Reporter

The Reporter

Both Insight CTX and Insight CTX+ have Report Templates

Insight CTX/CTX+366 days - except event reports

The Templates

Templates contain Report Items

Report Items

Report Items are configurable

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

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

Traffic Report

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

Group Traffic Report

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

Event Report

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

Utilization Report

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

Contention Report

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

Account Code Report

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

Forecasting Report

Distribution Reports

There are three types of Distribution Reports:– Wait Time Distribution Report– Call Time Distribution Report– Wrap Time Distribution Report

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

Wait Time Distribution Report

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.

Call Time Distribution Report

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

Wrap Time Distribution Report

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.

Profile Reports

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

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

Line, DID based reports Agent, extension and queue based

reports Individual and Groups

Insight CTX+ Reports

The Reporter

Reports can be viewed on screen Reports can be printed - On

demand or Automatically Reports in Insight CTX + can be

exported

Report Creation

Call Record Database

Enter Start and Stop Date and Time

Select Shift

Select Report Template

OK

Call Record DatabaseELOG Folder MEMO Folder

Each folder contains 100 days data

Configuration

There are three elements to the supervisory package configuration

The real time screen The reporter The system configuration

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

Diagnostics Used for trouble

shooting Files are very

large Turn off when not

in use Access from

Insight Setup

Traditional Wallboards

Wallboard Schedule

• Information• Performance• Motivation• Real time status• Statistics• Messages

Wallboard Template

Up to 8 large character windows can be displayedPop on alarmWAN and well as LAN

inView LAN Wallboards

Agent status color codedDifferent groups selectableLong Name or Short Name

inView LAN Wallboards

High priority

Normal priority

Messaging to inView