The Components
There are three main components of inDepth
Lite, inDepth and inDepth+
Real Time
Component
Reporting
Package
Configuration
Tools
Client Server
Real Time
MIS
Single license; all applications
Need not be on the same PC
Reporter
Gateway
LAN
Ethernet connection
To switch
Other applications
Across the LAN
Real Time
A screen layout is called a template
Real Time
 inDepth Lite and inDepth have one template
 inDepth+ has as many as you want
The Template
 The template is made up of real time display
windows
 There are five types to choose from
Color Coding
Free - Green
Busy - Blue
Ringing - Yellow
Alarm - Red
Logged Off - Gray
The Display Windows
Real time status window
Three options to choose from
• Agent status
• Time in state
• Connection
information
• Dialed digits
The Display Windows
Large Character Window
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•
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Over 300 Different Types
Queue length
Wait time
Calls answered
Calls abandoned
Real Time Statistics Window - 8 options to choose from
The Display Windows
• Daily and
interval
• Lines and
agents
• Groups
• Utilization
• Performance
The Display Windows
Calls in Queue
Graphical Display
Wait Time
Graphical Display
The Display Windows
Alarms
Alarm turns screen area
red
Alarm Manager
The Combination
The Reporter
The Reporter
 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
The Templates
Templates contain Report Items
Report Items
Report Items are configurable
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
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
Traffic Report
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
Group Traffic Report
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
Event Report
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
Utilization Report
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
Contention Report
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
Forecasting Report
Distribution Reports
 There are three types of Distribution Reports:
- Wait Time Distribution Report
- Call Time Distribution Report
- Wrap Time Distribution Report
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
Wait Time Distribution Report
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.
Call Time Distribution Report
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
Wrap Time Distribution Report
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.
Profile Reports
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
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
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
The Configurator
 Devices configured
 Groups configured
 Shifts set up
 Thresholds entered
 Passwords
 inView user details
Device Configuration
Traditional Wallboards
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Wallboard Template
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•
•
•
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Wallboard Schedule
Information
Performance
Motivation
Real time status
Statistics
Messages
inView LAN Wallboard - View 1
Up to 8 large character windows can be
displayed
Pop on alarm
WAN and well as LAN
inView LAN Wallboards View 2
Agent status color coded
Different groups selectable
Long Name or Short Name
Messaging to inView
Normal priority
High priority