Insight Dk And Insight Dk Plus - Toshiba Strata DK14 General Description Manual

Insight DK and Insight DK Plus

The Insight DK system is a call center management software product that can be configured for
businesses served by the Strata DK 424 Business Telephone System. The Insight DK and Insight
DK Plus systems are full-featured ACD MIS tools for call center supervisors, providing user-
defined supervisor displays, user-defined historical reports, scheduled reports, electronic wall
board connection, and inView™ LAN-based status display messaging.
Insight DK and Insight DK Plus are a Microsoft® Windows®-based software programs capable of
using on PCs running Windows 95, Windows 98 or Windows NT®.
Insight DK is designed for simple supervisor applications. Insight DK offers 3 types of real
time windows, 4 real time window templates, 12 varieties of reports which cover up to a year's
worth of data; and it supports wallboards.
Insight DK Plus supports up to 80 Supervisor Terminals. It provides more extensive display
and reporting capabilities, including graphical information, forecasting, and data exporting. It
also supports electronic wallboards.
Insight DK Plus provides 5 types of real time windows, and unlimited number of real time
templates, 28 kinds of reports which cover up to a year's worth of data which can be exported
to other report generator or spreadsheet programs.
Configurations
The configurations start with a single supervisory position. System option modules can be added,
including:
External, wall mounted electronic reader boards for displaying information to a group.
inView LAN-based PC displays that provide information to Agents or Supervisory personnel.
(See "inView Features" on Page 315
Fully capable sub-supervisors, that allow individual sub-supervisors to control the reports and
displays needed for their group(s). 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.
The configurations can include database backup capabilities, including collecting data and acting
as an additional resource for generating reports. For instance, critical databases can be stored on a
reliable server, such as the server used for backing up the organization's information. Also,
redundant MIS servers, connected to the Strata DK with a "Y" connector box, can collect event
data, thus performing additional backup.
Strata DK Feature Description 5/99
Optional on Strata DK424
for graphics of the displays).
Automatic Call Distribution
ACD Supervisor Features
System Availability
301