Toshiba Strata Dk Insight Dk Supervisor Guide

							Insight DK Supervisor 5/993
Real Time Displays2
This chapter covers setting up and interpreting Real Time Displays. These displays provide 
immediate feedback on the activity on your call center; they update every second. You can create 
custom templates using a variety of display windows. Standardized colors indicate various alarm 
states and status conditions.
Real Time Displays are configured into templates. A template is a set of display windows that can 
be viewed directly on the screen. Insight DK supports four templates, while the Insight DK plus 
has an unlimited number of templates.
Creating Real Time Displays
Real time displays are used to monitor activity in the call center during working hours. You will 
want to determine how many and what type of the following displays you would initially like to 
see. Refer to the table below for Display types. 
NoteTa b l e  1 describes all of the displays available with Insight DK Plus. Insight DK provides a 
subset of these displays, shown in bold.
Table 1 Available Displays 
DisplayAvailable for:Shows
Status Displays
lAgents
lExtensions
lLinesName/Number, Associated Name/Number, 
connected to location and status.
Statistic Displays
lAgents
lExtensions
lLines
lDID
lAgent Groups
lExt. Groups
lLine Groups
lDID GroupsEach row displays selected parameters and each 
column represent each individual or group.
Graphical Displays – 
Calls Waiting
lAgent Groups
lExt. Groups
lLine Groups
lDID Groups
lDIDsA  bar represents either a group or a DID number.  
The length of the bar show the number of calls 
waiting. 
						

							Real Time Displays
Creating Real Time Displays
4Insight DK Supervisor 5/99
 Composite Screen Layout
The following figure shows an example of a composite layout with various real time display 
windows. When a layout like this one is saved, you can easily pull up the same windows by 
selecting this layout.
Indication Colors
On a color monitor, the above windows will show the status of agents and/or devices. Insight DK 
uses five colors for various alarms and call states.
Graphical Displays – 
Wait Time
lAgent Groups
lExt. Groups
lLine Groups
lDID Groups
lDIDsA  bar represents either a group or a DID number.  
The length of the bar show the number of seconds for 
the longest call waiting.
Large Character 
Displays
lAgents
lDIDs
lExtensions
lLines
lAgent Groups
lDID Groups
lExt. Groups
lLine GroupsEach display shows the selected parameter from the 
device being monitored.  A Large Character Display 
can also be defined as a label for placing titles on the 
screen.
ColorMeaningNotes
Red Alarm Waiting time threshold exceeded, etc.
Yellow Ringing Device or line is ringing
Blue Busy Agent on call, in wrap up, etc.
Green Idle Agent is idle. Line is free.
Grey Device logged off Table 1 Available Displays 
(continued)
DisplayAvailable for:Shows
Title
Title
Large Character 
Title
Large
Character 
Display 
Agent 
Statistics
Display
Agent Status
All Non-Sales
Agent Status 
All Sales Pull-down menu
of Display 
templates
Agent Group 
Statistics 
All Agents  
						

							Real Time Displays
Agent Status Window
Insight DK Supervisor 5/995
The following procedures describe how to create and configure Agent Displays. The procedures 
for each type of display are the same. For instance, the procedure to create Agent Status Displays 
is the same for Extension and Line Displays.
Agent Status Window
This window shows the current status of each agent in the selected group. Short descriptions of 
each agent’s status appears with a background color that represents various call and/or alarm 
states. The amount of time that each agent has been in the current state is shown. Additional 
information can be displayed by selecting those parameters within the Configuration window.
Create a new Agent Status Window
Configure the Agent Status Window
1. From the Window 
menu, click on the 
New icon.
2. From the Agent 
Status, select Agent 
Status, click OK.
1. Right click on the 
Agent Status 
window
...or click the 
Properties for 
Agent Status 
Window icon.
2. From Properties for 
the Agent Status 
window, enter/
select:
©Agent Group
©Agent information 
to be shown
©Extension 
information
©Connected to 
information
©Devices to display
3537
3536 
						

							Real Time Displays
Real Time Statistics
6Insight DK Supervisor 5/99
Real Time Statistics
Statistics can be presented as:
©Interval Call Statistics in which you set the length of time (from 1~1140 minutes) that the 
calculations should cover.
©Daily Call Statistics, which are based on shift schedules. The counter is reset to zero at the 
beginning of each shift.
The parameters for Interval and Daily Call Statistics are defined under Setup, Realtime Stats.
Statistical Thresholds and Alarm Thresholds are established in the Configurator. Interval Time 
periods and Daily Shifts which have already been created can be added or removed for calculation 
purposes from the Setup menu.
Setting Real Time Stats
Access Real Time Stats to configure how the interval call statistics and the daily call statistics 
operate. This is a list of the shifts available to use to control the daily call statistics.See also 
Configuring real time call statistics
©(Optional) Check 
Show Extensions in 
Preference to 
Agent.This options always displays the name/number of the extension an 
agent is connected to, even if the agent is logged on at another 
extension. If unchecked, the agent number/name displays.
©(Optional) Check 
Show Line in 
Preference to DID.When checked, this displays the number/name of the line that the 
agent is connected to, even if there is a DID number associated with 
the line. If unchecked, the DID number/name displays.
©(Optional) Check 
Dialed Digits.Check this box to display dialed digits for outgoing calls or 
Automatic Number Identification (ANI) or Caller ID (CLID) digits 
for incoming calls. (Requires RKYS4 key).
©Select Rows or 
Columns.Show additional agents in columns, using the horizontal scroll bar. 
Or, to show rows, use the vertical scroll bar.
3. Click OK when 
done.
1. Click Setup, 
Real Time 
Stats.
2. Add new shifts  
by 
highlighting a 
shift from the 
Av a i l a b l e  
Shift, then 
click AddDaily Shifts lists the shifts that are to be used in the Real Time Displays. 
These can be used to provide automatic start and ending times.
3628 
						

							Real Time Displays
Agent Statistics
Insight DK Supervisor 5/997
Agent Statistics
Statistics based on parameters and time periods that you select will be displayed in the Agent 
Statistics Window.
Create a new Agent Statistics Window
Configure the Agent Statistics Window
...or remove 
shifts by 
highlighting 
the shift(s), 
then click 
Remove.
1. From the Window 
menu, click on the 
New icon.
2. Select Agent 
Statistics, click 
OK.
After creating the Agent Statistics window, you can go to the 
Properties for the Agent Statistics Window to configure this display.
1. Right click on the 
Agent Statistics 
window.
3459
3604 
						

							Real Time Displays
Wait Time Graph
8Insight DK Supervisor 5/99
Wait Time Graph
This is one of the real time data windows that can be created in the work space area of the Insight 
DK MIS application window.
Each wait time bar graph window shows the wait time for the longest waiting call currently queued 
on a series of line groups, DID numbers, DID groups, extension groups or agent groups.
The graph uses status colors to provide an at-a-glance indication of the status of the longest wait 
time in each queue. If the longest wait time in a given queue exceeds the wait time alarm limit for 
that queue, then the corresponding bar turns red to show how much over the alarm threshold the 
call has been waiting.
Create a Wait Time Graph Window
2. From the Properties 
for Agent Group 
Statistics window, 
enter or select:
©Agent Super Group
©Font Size
©Agent Name 
Format
©Select Displayed 
Parameters, click 
Add or Remove
...or select a 
Parameter and 
click Alternative 
Label to rename it.
©(Optional) Use the 
lock button to 
toggle the Agent 
Statistics window 
between two 
display modes.Button ON (pressed): Displays the single agent that was left most in 
the window before the lock button was pressed. The horizontal scroll 
bar is removed.
Button OFF: Displays all the agents within the selected agent group 
and provides a scroll bar if there are more agents than can fit in the 
window.
3. Click OK.
1. Click the New 
icon.
2. Select Wait Time 
Graph from the  
drop down list. 
						

							Real Time Displays
Wait Time Graph
Insight DK Supervisor 5/999
Change Properties for the Wait Time Graph
3. Click OK.
The bar graph can be orientated horizontally or vertically. It can also 
be set to auto-scale proportionally for the alarm limits configured for 
the displayed parameters.
1. Right click on the 
Wait Time Graph 
that you wish to 
change.
2. Select the desired 
Wait Time Graph, 
then choose 
Properties. 
3. Select the Name of 
the Device that you 
wish to monitor the 
members of.
4. Select the graph 
orientation 
(horizontal or 
vertical).For example, if you select DID Group, you can monitor the DID 
numbers belonging to the selected group. Whereas, if you choose 
DID Super Group you can monitor DID Groups within the selected 
Super Group.
5. Enter a bar Height/
Width (define the 
bar sizes in pixels).
6. Enter a Bar 
Separation (define 
spacing between 
bars in pixels).
3654
3553 
						

							Real Time Displays
Calls in Queue Graph (Insight DK Plus only)
10Insight DK Supervisor 5/99
Calls in Queue Graph (Insight DK Plus only)
Each Calls in Queue Graph window displays bar graphs of the number of calls currently queued on 
a series of line groups, DID numbers, DID groups, extension groups or agent groups. This graph 
displays real time data and can be placed in the composite real time display area.
The graphs are in color so that queue status can be determined at a glance. If too many calls are 
waiting to be answered in a given queue (as defined by the calls waiting alarm limit for that 
queue), the corresponding bar turns red. The red bar also shows how many calls are exceeding the 
alarm threshold.
Creating Calls in Queue Graph
7. Check the Text In 
Bar box to display 
text labels within 
the bars.If you choose text in bar, the label size is governed by the bar size. If 
you choose text outside the bar the label size is governed by the bar 
spacing.
8. Either check the 
Autoscale box or 
enter the maximum 
number of calls you 
wish the queue 
graph to display.
9. Choose the axis 
position (Top/Left, 
Bottom/Right, or 
both).
10. Click OK.
1. Click on the New 
icon
2. Select Calls In 
Queue Graph from 
the drop down list.
3. Click OK.
You can configure the contents of this window (see following 
instructions) to adjust the size and position of the window.
3656 
						

							Real Time Displays
Calls in Queue Graph (Insight DK Plus only)
Insight DK Supervisor 5/9911
Configuring the Calls in Queue Graph
You can configure the Calls in Queue Graph properties: orient the bar horizontally or vertically, set 
the bar width, bar separation, set text in the bar, and scale the bar.
1. Select the New 
icon.The New Real Time Window displays.
2. From the New Real 
Time window, 
select Calls in 
Queue Graph from 
the drop down list.
3. Right click on the 
Calls in Queue 
Graph Window that 
you wish to 
configure.
4. From the Properties 
for the Calls in 
Queue Window, 
select the Name of 
the Device that you 
wish to monitor the 
members of.
5. Select the graph 
orientation 
(horizontal or 
vertical).
6. Enter a bar Height/
Width (define the 
bar sizes in pixels).
7. Enter a Bar 
Separation (define 
spacing between 
bars in pixels).For example, if you select DID Group, you can monitor the DID 
numbers belonging to the selected group. Whereas, if you choose 
DID Super Group you can monitor DID Groups within the selected 
Super Group.
8. Check the Text In 
Bar box to display 
text labels within 
the bars.
3554 
						

							Real Time Displays
Large Character Window
12Insight DK Supervisor 5/99
Large Character Window
You can create large character windows that display a single parameter for a device or group of 
devices. These windows can display real time status information, such as the number of calls 
waiting to be answered or call statistics information, such as the average call wait time. Real time 
status data is shown with the correct background status color. And, both interval and daily call 
statistics are supported.
Create Large Character Window
Configure a Large Character Window
1. From the Window 
menu, click on the 
New icon.
2. In the New Real 
Time Window box, 
select Large 
Character, click 
OK.A large character window appears.
1. Right click on the 
large character 
window that you 
wish to configure.
2. From the Properties 
for Large Character 
Window, enter or 
select:
©Device Type If you chose Device Type , then enter Window Text that you 
wish to display.
©Device Name
©Parameter
©Window Text (See Device Type.)
©Expected Display 
Length digitsTo minimize font size switching within the window, enter the 
Expected Display Length digits.
©(Optional) Hide 
Window Caption 
3535