Quick Links

On-line displays and reports are an important addition to ACD, to provide enhanced supervisory monitoring of ACD activity.  You can view screen displays and generate printed reports on call statistics and agent performance. 
Toshiba offers several types of PC-based display and reporting products that are ideal for use with ACD applications. 

Insight provides custom real-time displays and custom historical reports for single supervisor terminal applications, offering four types of real time windows, four real time window templates, and 15 varieties of reports which cover up to a year’s worth of data, along with electronic wall board connection, and inView LAN-based PC display messaging.

Insight Plus supports up to 100 supervisor positions and provides more extensive custom real-time displays and reports including graphical displays, forecasting reports, and data export capabilities. Insight Plus provides four types of real time windows, and an unlimited number of real time templates, 35 varieties of reports which cover up to a year’s worth of data, along with electronic wall board connection, and inView LAN-based PC display messaging.

Insight can be upgraded to Insight Plus at any time with a simple software upgrade.

Insight 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. 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. The reporting client must be operational for this option to be used.

inView provides two types of on-line displays. These are the same windows available in the Insight or Insight Plus supervisor, real time client.

Wallboard view displays statistics in a large character format. The user can configure inView to provide key performance information selecting up to 8 large character windows from the list available options.

Status view shows the status of individual Agents with either long or short names. The status is presented using a colored background to represent each Agent’s status.

Spectrum Electronic Wallboards are supported by Insight and Insight Plus. Up to six wallboards may be connected to each supervisor’s PC to display call center status data.

This provides visibility of important call center event information to both Supervisors and Agents.

The Supervisor can also send custom, user-defined text information to the electronic wallboard which can be used for general information or motivational messages.

Multiple Wall Boards can be connected to the Insight application PC. Wallboard templates can be created and added to a schedule which can provide key performance information to single or multiple groups of agents.

One Insight client can support up to 6 addressable wallboards which can be configured independently of each other to provide information relevant to any particular group of lines or agents.