Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99307
©1 internal or external modem with minimum 14,400 bps speed
©Optional Network Interface Card (NIC) running TCP/IP and NetBEUI
Software
©Dedicated PC: Windows 95 (A, B or C version only) or Windows 98
©Shared PC: Windows NT 4.0 SP3
©Running additional programs can done with Windows NT Workstation if the customer is 
willing to risk data disruption if the PC must be restarted. Never run additional programs when 
using Windows 95/98. 
©Symantec’s pcAnywhere® is required for Technical Assistance from Toshiba
Multiple Supervisor Configuration – Server
Hardware
©Pentium PC - minimum 133 MHz 
©32 MB minimum memory
©1 printer port for License Verification and optional printer connection
©1 COM port for Strata DK MIS Event data stream
©1 internal or external modem with minimum 14,400 bps speed 
©Network Interface Card (NIC) running TCP/IP and NetBEUI
Software
©Windows NT 4.0 Workstation SP3 (up to 10 connections) or Windows NT Server 4.0 SP3 
(greater than 10 connections)
©Do not run additional programs except as diagnostic tools on the MIS Server
©pcAnywhere is required for Technical Assistance from Toshiba
Insight DK MIS Client (Sub-supervisor)
Hardware
©Pentium PC - minimum 133 MHz 
©16 MB minimum memory for Windows 95/98 or 32 MB for Windows NT 4.0
©Network Interface Card running TCP/IP and NetBEUI 
Software
©Dedicated PC: Windows 95 (A, B or C version only), Windows 98
©Shared PC: Windows NT 4.0 SP3
©Running additional programs can done with Windows NT Workstation if the customer is 
willing to risk data disruption if the PC must be restarted. Never run additional programs when 
using Windows 95/98. 
						

							Automatic Call Distribution
General Features
308Strata DK Feature Description 5/99
©Each sub-supervisor PC needs to be on with the Insight DK Plus application fully functioning 
while the monitored ACD groups are active to continually collect the real time data needed to 
display complete information for each shift. This is not required for reports generated by sub-
supervisor PCs because reports are generated from information from the master PC. 
inView Client
Hardware
©Pentium® PC - minimum 133 MHz 
©16 MB minimum memory (Windows 95/98) and 32 MB (Windows NT 4.0)
©Network Interface Card running TCP/IP and NetBEUI
Software
©Dedicated PC: Windows 95 (A, B or C version only) or Windows 98
©Shared PC: Windows NT 4.0 SP3
System Functionality
The ACD MIS software is designed with a high degree of flexibility to suit the needs of a wide 
range of call centers. The sophistication of the product can be hidden until the call center manager 
is ready to take advantage of the enhanced capabilities of the MIS. To give even more flexibility, 
there are two variants of the ACD MIS software, with a simple upgrade path between them:
©The entry-level product is called “Insight DK.”
©The enhanced product is known as “Insight DK Plus.”
General Features
The following lists features which are provided by Insight and Insight DK Plus.
License Options
There are a number of options available with both products with respect to sizing, wallboards and 
sub-supervisor positions. These options are controlled by the software protection (license key) 
system and the user license.
Sizing
Both products may operate up to 256 agents, with 256 extensions and 200 lines. Up to 500 groups 
and 100 supergroups are supported. Both products allow up to 100 account codes.
Electronic Wallboards
Wallboards are supported by Insight DK and Insight DK Plus. Up to six wallboards may be 
connected to each supervisor position. Wallboard drivers supplied are compatible with the 
Shorekarn Messagemaker and a range of Spectrum Inc. wallboards, including:
©Shorekarn Messagemaker 2 x 16
©Spectrum 215C 1 x 15 
						

							Automatic Call Distribution
General Features
Strata DK Feature Description 5/99309
©Spectrum 320C 1 x 20
©Spectrum 4120C 2 x 20
Sub-Supervisors
Subsequent supervisor positions are available with Insight DK Plus. The number of subsequent 
supervisor positions available is limited to 80 positions total.
Remote Access
Remote access is supported by Insight DK. To use this feature an additional remote access 
package, pcAnywhere, is required by the user and the Toshiba support service center.
Password Protection
Password protection of the configuration is standard.
Help File
There is a comprehensive context-sensitive help file with both products, which provides users with 
immediate on-line assistance on operation and programming.
Alarms
Alarms are available to enable the supervisor continue with their daily activities knowing they can 
rely on the MIS to tell them when there is a problem. Audible and visual alarms may be 
programmed at the individual device or group level.
Flexible Reporting
Reports can be compiled using statistics relating to any shift pattern, as defined by the call center 
manager. When compiling a report, the user defines the time period over which the report is 
compiled. This period can be defined to the nearest minute and is not limited to any time 
boundaries. For example, a report can be set to cover only information relating to the call center’s 
night shift from the period of 11:04 p.m. on May 21, 1998 to 3:43 a.m. on June 3, 1998.
The resolution of event reports is to the second. For profile reports the user may set the resolution 
to any integral value of minutes, hours, days or weeks.
Automatic Reporting
The Automatic Reporting feature in Insight enables reports to be generated at user defined times. 
Different report templates can be set up to be generated at different time intervals and there is a 
choice of outputs, i.e., the reports could be sent to a printer, saved to disk, or exported. 
						

							Automatic Call Distribution
Insight DK Features
310Strata DK Feature Description 5/99
Reporting Output Options
©Print – After a report is generated, it is automatically printed from the Insight DK default 
printer.
©Close on Completion – After a report is generated or any other output options selected have 
been completed, the report ise removed from the Insight Reporter screen.
©Save to file – (Insight DK Plus only) The generated report is saved to the file name specified. 
Every time this report is generated the name is overwritten.
©Export to file – (Insight DK Plus only) Similar to “Save to file,” this option creates a text file 
that can be opened in another application, such as a spreadsheet package. 
©Basic Scheduling – Basic allows you to select hourly, daily or weekly and allows you to 
choose the time that the selected reports get generated. 
©Advanced Scheduling – Advanced options include more control over the frequency, starting 
date, starting time and control over the period of the report.
Retrospective Analysis
Reports can be compiled even after software upgrades (including upgrades from Insight DK to 
Insight DK Plus) using data collected from the original installation date of the MIS. If a new report 
type is added to Insight DK, it can be used to analyze all previously collected MIS data.
Insight DK Features
The entry level ACD MIS is known as Insight DK. In addition to the previously described general 
features Insight DK also has the following features:
©Three different types of real time windows are available
©Four real time templates can be created using any number of windows
©There are 12 types of reports available on the Insight DK
©Reports cover a maximum period of 1 year
©Wallboards are supported
©inView LAN-based displays are supported
Real Time Displays
The following real time windows are available:
©Forty different parameters can be shown using the Large Character windows
©Three different types of status displays:
©Agent
©Line
©Extension
©Four different types of statistical displays:
©Agent
©DID 
						

							Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99311
©Extension
©Line Group
These displays may be configured to report on individual devices, device groups or on a 
supergroup (groups of groups). The only limit to the number that can be displayed at any one 
time is the size of the screen and the size of each window. Four real time templates may be 
created and saved at any time. See Figure 15 for an example of Real Time Displays.
Figure 23 Sample Real Time Screen Using Insight DK Displays
Insight DK Plus
The enhanced ACD MIS product is the Insight DK Plus. As well as the general features described 
previously, Insight DK Plus provides the following:
©Five different types of real time windows
©Any number of real time templates
©28 types of reports
©Up to one year’s worth of data reports
©Ability to export reports in comma delimited format to spreadsheet packages like Excel or 
Lotus® 1-2-3®, where information can be displayed in graphical format.
©The Insight DK Plus database can be exported (in call record format) to Microsoft’s Open 
Database Connectivity (ODBC) compliant database for further analysis.
©Supports wallboards
©Supports sub-supervisors
©Supports inView LAN-based displays
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							Automatic Call Distribution
Insight DK Plus
312Strata DK Feature Description 5/99
Insight DK Plus Real Time Displays
The following real time windows are available:
©Over 200 different parameters can be shown using the Large Character windows.
©Three different types of status displays:
©Agent
©Line
©Extension
©Four different types of statistics displays:
©Agent
©DID
©Extension
©Line Group
There are also two different types of graphical displays:
©Wait Time
©Calls in Queue
These displays may be configured to report on individual devices, device groups or on a 
supergroup (groups of groups). The only limit to the number that can be shown at one time is the 
size of the screen and the size of each window. Four real time templates may be created and saved 
at any time. Figure 15 shows sample Real Time Displays with graphs.
Figure 24 Sample Real Time Display including Graphs
In addition to being viewed on the screen and being printed, reports may be saved. Reports may be 
exported as text files and database call records may be exported to Microsoft Open Database 
Connectivity (ODBC) compliant databases with 16-bit drivers.
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							Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99313
Reports
Reports can be viewed on screen and printed, but may not be saved. The maximum period of an 
individual report is one year. To view data over a period of two years, it is necessary to compile 
two consecutive reports (each of period one year). Reports may be compiled using data collected 
right back from when the product was first installed. Figure 15 shows a sample Agent Report.
Figure 25 Sample Agent Report
Types of Reports
This section defines the types of reports available for the user. The terms used in the reports are 
explained in the next section. Insight DK Plus offers all of the reports listed. Insight DK provides a 
subset of these reports, shown in bold in Table 21.
Table 21 Insight DK and DK Plus Reports 
Report TypeAvailable forShowsUses
Event Reports
©Agents
©Extensions
©Line GroupsEach event shown per line with 
important information.Provides a step-by-step account of 
what is occurring on a particular 
device.
Traffic Reports
©Agents
©Extensions
©LinesEach device is shown per line with 
call statistics presented in columnar 
format.Traffic Reports are designed to give 
an overview of activity and 
performance of all members of a 
group.
24 Hour
START:
STOP:Monday 11/26/98 14:30
11/30/98
Agent
CallsTotal Answered Calls OutgoingRNAPart 1 of 2
Page 1 of 3
on
11/09/98
Ave.
Time%
UseCallsAve.
CallAve.
TalkAve.
WrapAvg.
WaitAvg.
Talk Avg.
Calls Calls
All Reports on Insight DK+
Demonstration
Agent Traffic for All Agents
15:30 Friday
Andrew Parker 1 01:26:25 00:001.2 10 00:00 00:00
Dave Stringer 95 14:57 16:8019.7 1184 13:49 02:29
Dale Whitaker 96 09:47 11:1813.0 1581 08:32 02:46
Beverly Cardner 101 12:12 12:2417.1 298 09:36 02:48
Phil Otell 0 00:00 00:000.0 00 00:00 00:00
Jane Yeasky 79 16:49 16:4518.5 970 14:31 02:14
Jenny Harrington 0 00:00 00:000.0 00 00:00 00:00
Alan Harrson 15:01 16:3313.6 758 14:27 02:06
Gareth Wear65
13:23 14:2713.4 863 11:43 02:44
Tracy Oldman72
18:02 19:5816.8 760 17:30 02:28
Alson Halton67
16:28 16:2417.4 2551 02:1600:00
00:00
00:00
06:57
00:00
00:00
00:00
00:00
06:39
00:00
00:00 67
14:0801:26:25
04:38
01:37
04:55
00:00
17:20
00:00
02:13
05:50
01:25
16:3501:26:25
04:38
01:37
04:55
00:00
17:20
00:00
02:13
05:50
01:25
16:35 76Calls
0
0
0
1
0
0
0
0
1
0
0
Total 652 14:25 12:4011.9 565 06:48 85 09:3515:11 02:31 2 09:35
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							Automatic Call Distribution
Insight DK Plus
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Group Traffic 
Reports 
©Agent 
Groups
©DID Groups
©Ext. Groups
©Line GroupsEach line reports call statistics and 
performance. Each group of the 
super group are displayed in a side-
by-side columnar format.Group Traffic Reports are designed 
to give an overview and comparison 
of activity and performance against 
certain parameters.
Traffic Profile 
Reports
©Agents
©ExtensionsEach line reports a time period with 
call statistics for a particular device 
reported in a columnar format.Shows activity of particular device 
for selected performance 
parameters.
Group Traffic 
Profile Reports
©Agent Groups
©DID Groups
©Ext. Groups
©Line GroupsEach line reports call statistics for a 
particular group reported over a 
profile time period.Shows peak and quiet times for a 
particular group.
Utilization 
Reports
©Agents
©ExtensionsEach line reports a particular device 
with statistics displayed as the 
percentage of time involved in a 
given activity in a columnar format.Utilization Reports can be used to 
see how the resources in a 
particular group are being used.
Utilization 
Profile Report
©Agents
©ExtensionsEach line reports a time period with 
statistics displayed as a percentage 
of time in a given activity in a 
columnar format.Utilization Profile reports show the 
peaks and valleys of a selected 
device over the selected time 
periods.
Contention 
Reports
©Agents
©Extensions
©LinesEach line shows a number of idle 
devices and each group in a 
columnar format.Contention Reports are used to 
show the amount of time (%) a line 
or agent is free over the reporting 
period.
Contention 
Profile Reports
©Agents
©Extensions
©LinesEach line shows a number of idle 
devices and time profiles in a 
columnar format.Contention Profiles provide a view 
when devices are busiest over the 
period defined.
Wait Time 
Distribution 
Reports
©DIDs
©DID Groups
©LinesEach line reports a time period for 
the groups shown in a columnar 
format.Wait Time Distribution Reports are 
used to profile the times into a chart.
Wrap-up Time 
Distribution 
Reports
©Agents
©Agent GroupsEach line reports a time period for 
the groups shown in a columnar 
format.Wait Time Distribution Reports are 
used to profile the times into a chart.
Call Time 
Distribution 
Reports
©Agents
©DIDs
©Extensions
©Lines
©Agent Groups
©DID Groups
©Ext. Groups
©Line GroupsEach line reports a time period for 
the groups shown in a columnar 
format.Wait Time Distribution Reports are 
used to profile the times into a chart.
Account Code 
Reports
©Acct Code 
GroupsEach line reports the statistics for an 
account code number.Account Code Reports present 
information relating to the purpose 
of the call as defined by the user. Table 21 Insight DK and DK Plus Reports 
(continued)
Report TypeAvailable forShowsUses 
						

							Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99315
Figure 26 Sample Agent Group Statistics Report
inView Features
Examples of the two different types of views are shown below:
©Wallboard View which displays statistics in a large character format (see Figure 15).
Figure 27 inView LAN Wallboard Forecast 
Reports
©Standard
©ProfileEach report shows the original data 
for the period and modified data.The report can be either a profile or 
standard report. Table 21 Insight DK and DK Plus Reports 
(continued)
Report TypeAvailable forShowsUses
24 Hour
START:
STOP:Wednesday 10/28/98 00:00
10/28/98Page 4 of 15
on
11/02/98
Technical Support
TSD Irvine
Agent Group Traffic for Tech Support
23:59 Wednesday
4058
Part 1 of 1
Agent Group IVR Q KS (Q) VM (Q)
Calls answered
79 75 57Calls intercom000Calls outgoing0117
Average answered call time01:02 13:31 15:30Average wrapup time00:01 02:29 02:27Average intercom call time00:00 00:00 00:00Average outgoing call time00:00 10:09 08:07
Longest answered call time01:49 49:22 01:05:01Longest wrapup time00:03 03:16 03:15Longest intercom call time00:00 00:00 00:00Longest outgoing call time00:00 56:05 21:27
Minimum agents logged on000Maximum agents logged on244Number of short calls000Number of long calls000G.O.S.(%)100.0 100.0 100.0
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							Automatic Call Distribution
Insight DK Plus
316Strata DK Feature Description 5/99
©Status view shows the status of individual agents with either long or short names (see Figure 
28). The status is presented using a colored background to represent each agent’s status.
Figure 28 Sample inView Agent Status Display (Long Names and Short Names)
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