2. The Components There are three main components of inDepth Lite, inDepth and inDepth+ Real Time Component Reporting Package Configuration Tools

3. Client Server Gateway Real Time MIS Reporter Other applications Across the LAN Single license; all applications Need not be on the same PC LAN Ethernet connection To switch

4. Real Time A screen layout is called a template

5. Real Time inDepth Lite and inDepth have one template inDepth+ has as many as you want

6. The Template The template is made up of real time display windows There are five types to choose from

7. Color Coding Free - Green Busy - Blue Ringing - Yellow Alarm - Red Logged Off - Gray

8. The Display Windows Agent status Time in state Connection information Dialed digits Three options to choose from Real time status window

9. The Display Windows Queue length Wait time Calls answered Calls abandoned Over 300 Different Types Large Character Window

10. The Display Windows Real Time Statistics Window - 8 options to choose from Daily and interval Lines and agents Groups Utilization Performance

11. The Display Windows Calls in Queue Graphical Display Wait Time Graphical Display

12. The Display Windows Alarms Alarm Manager Alarm turns screen area red

13. The Combination

14. The Reporter

15. Both inDepth Lite, inDepth and inDepth+ have Report Templates inDepth Lite and inDepth can create reports up to 31 days long inDepth+366 days - except event reports

16. The Templates Templates contain Report Items

17. Report Items Report Items are configurable

18. inDepth + Reports Traffic Reports Event Reports Utilization Reports Contention Reports Distribution Reports for Wait Time, Call Time and Wrap Time Forecasting Reports Account Code Report Standard and Profile

19. 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

20. Traffic Report

21. 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

22. Group Traffic Report

23. 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

24. Event Report

25. 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

26. Utilization Report

27. 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

28. Contention Report

29. 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

30. Forecasting Report

31. Distribution Reports There are three types of Distribution Reports: - Wait Time Distribution Report - Call Time Distribution Report - Wrap Time Distribution Report

32. 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

33. Wait Time Distribution Report

34. 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.

35. Call Time Distribution Report

36. 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

37. Wrap Time Distribution Report

38. 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.

39. Profile Reports

40. The Reporter Reports can be viewed on screen Reports can be printed - On demand or Automatically Reports in inDepth+ can be Saved Reports in inDepth + can be Exported

41. Why don’t they match? Lines and DID’s - Line based reports will cover all calls - DID reports will only cover incoming calls that match the DID Lines and agents/extensions - Calls showing on line side could go to any agent or even extension

42. Why don’t they match? Agents and extensions - Agent based reports only include activity whilst logged on - Extension based reports cover all calls even when not logged on Device must be configured

43. The Configurator Devices configured Groups configured Shifts set up Thresholds entered Passwords inView user details

44. Device Configuration

45. Traditional Wallboards Information Performance Motivation Real time status Statistics Messages Wallboard Template Wallboard Schedule

46. inView LAN Wallboard - View 1 Up to 8 large character windows can be displayed Pop on alarm WAN and well as LAN

47. inView LAN Wallboards View 2 Agent status color coded Different groups selectable Long Name or Short Name

48. Messaging to inView High priority Normal priority