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Manuals and User Guides for Toshiba Strata CTX Insight CTX System. We have
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Toshiba Strata CTX Insight CTX System manual available for free PDF download: Supervizor's Manual
Toshiba Strata CTX Insight CTX Supervizor's Manual (108 pages)
Brand:
Toshiba
| Category:
Software
| Size: 1.79 MB
Table of Contents
Table of Contents
5
Introduction
9
Organization
9
Conventions
10
Related Documents and Media
11
CD-Roms
11
Chapter 1 - the Grand Tour Main Menu
14
Main Menu Options
15
Toolbars
16
MIS Toolbar
16
Reporter Toolbar
16
Chapter 2 - Real Time Displays Create Real Time Displays
17
Composite Screen Layout
19
Agent Status Window
20
Create New Agent Status Window
20
Configure Agent Status Window
20
Real Time Statistics
22
Set Real Time Statistics
22
Agent Statistics
23
Create New Agent Statistics Window
23
Configure Agent Statistics Window
24
Wait Time Graph
25
Create Wait Time Graph Window
25
Change Wait Time Graph Properties
26
Calls in Queue Graph (Insight CTX Plus Only)
27
Creating Calls in Queue Graph
27
Configuring Calls in Queue Graph
28
Large Character Window
29
Create Large Character Window
29
Configure Large Character Window
29
Duplicate Large Character Window
30
Chapter 3 - Reports
31
Overview
31
Report Concepts and Terminology
32
Devices
32
Shifts
34
Filters
40
Templates
42
Scheduling
42
Reports
42
Event Reports
42
Traffic Reports for Agents or Extensions
44
Traffic Reports for Lines
49
Utilization Reports
52
Contention Reports (Insight CTX Plus Only)
54
Distribution Reports
55
Account Code Reports
56
Forecasting
57
Forecasting Report
58
Forecasting Profile Report
61
Create Report Template
65
Edit Report Contents
67
Filter Report Contents (Optional)
68
Print Report
69
Export Report
70
Using MIS Reports to Improve Performance
71
Abandoned Calls and Long Waits
71
Complaints of Busy Signals
72
Unexpected Out-Of-Hours Customer Demand
73
Complaints about too Many Transfers
73
Chapter 4 - Wallboards Create Wallboards
76
Edit Wallboard Items
80
Automatic Parameter Layout
81
Change Fonts
82
Create Wallboard Message
83
Queue Messages
84
Chapter 5 - Alarms
85
Configure Alarms
85
View Alarms
89
Glossary General Terms
93
Report Terminology
99
Index
105
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