2. There are three main components of inDepth Lite, inDepth and inDepth+
The Components
There are three main components of inDepth Lite, inDepth and inDepth+
Real Time
Component
Reporting
Package
Configuration
Tools
Whether you are using inDepth, the entry level package or inDepth+ the fully featured package there are three components to the package as a minimum.
The real time package
The reporter
The configurator which is used for setting up the database to match the phone system.

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

4. Real Time A screen layout is called a template
Let’s start with the real time package.
A screen layout is called a template.
A screen layout is called a template

5. Real Time inDepth Lite and inDepth have one template
inDepth+ has as many as you want
Both inDepth and inDepth+ have templates but inDepth can only have 1. It can be changed and the changes can be saved but there is only one. inDepth+ can have multiple templates

6. The Template The template is made up of real time display windows
There are five types to choose from
These templates are made up of a series of real time windows.
There are five different types to chose from

7. Color Coding Free - Green Busy - Blue Ringing - Yellow Alarm - Red
Logged Off - Gray
A simple to understand color scheme indicates the status of devices and groups according to the following color scheme:
Green means FREE
Blue is BUSY-there are six types of busy-incoming, outgoing, intercom, wrap up (work), unavailable, (rest) and finally just Busy which is off hook.
Yellow means ringing or waiting in queue
Red is an alarm. User configurable alarm thresholds are available for things like calls in queue, wait time, free, long call time, long wrap time (work), long unavailable (rest) etc.
Gray is logged off an only appears on agent status windows.

8. The Display Windows Agent status Time in state Connection information
Real time status window
Agent status
Time in state
Connection information
Dialed digits
Here’s the first of the 5 windows types. There are three types of status window; agents, extensions and lines. The one most often used is agents. Right click and select properties will allow the user to change the properties of the window to inlcude things like dialed digits (CLI on inbound and number dialed on outbound); connection information etc.
Three options to choose from

9. The Display Windows Queue length Wait time Calls answered
Large Character Window
Queue length
Wait time
Calls answered
Calls abandoned
The second type of window is called a large character window. They can be resized and moved around the screen according to preference. Up to 300 different types are available. Right click and select properties to view and/or change the properties.
Over 300 Different Types

10. The Display Windows Daily and interval Lines and agents Groups
Real Time Statistics Window - 8 options to choose from
The Display Windows
Daily and interval
Lines and agents
Groups
Utilization
Performance
This is real time window type number 3. There are 8 types available covering lines, DID’s, extensions and agents as well as groups of these devices.
They are best described as real time report style windows. Right click and select properties to view and/or change the properties of the window.

11. Calls in Queue Graphical Display Wait Time Graphical Display
The Display Windows
Calls in Queue Graphical Display
These are last two types of windows. They are graphical equivalents of the large character windows. They are best suited for use in environments where a supervisor has multiple queues to manage.
Wait Time Graphical Display

12. The Display Windows Alarms
Alarm turns screen area red
IN addition to visual alarms there are audible alarms and an alarm manager to highlight all current alarms on the system
Alarm Manager

13. The Combination
Here’s another example of a combination of windows designed to provide the supervisor with the information he or she requires

14. The Reporter

15. 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 reporter is a more complex part of the product.
Both inDepth and inDepth+ contain report templates. The maximum period of a single report is 31 days in inDepth and 366 in inDepth+. The call records can be stored and can be available as long as there is hard drive space and accessed at any time as long as the above maximums are observed. To run a report for January and February using inDepth, two reports would be required but only one in inDepth+

16. The Templates Templates contain Report Items
Report templates are built up from a series or combination of report items
Templates contain Report Items

17. Report Items Report Items are configurable
To give further flexibility report items can also be configured individually to fine tune the report template
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
Here’s a description of some of the report types:
Traffic reports are summaries so an Agent Traffic report is a summary by agent of a given agent group whereas an Agent Group Traffic report sia summary by agent group.
An event report on the other hand shows detailed call and status information. For example an agent event report will show everything an agent had done between logging on and logging off over the period of the report.
Utilization reports will show the amount of time agents spent doing things they do including inbound, outbound calls, free, wrap (rest) etc.
Contention reports will show the number of times that all lines/agents/extensions are busy
A wait time distribution report can be configured to show the number of calls that have waited between x and y seconds before answer/abandon. Similar reports are available for wrap (rest) time and call time.
Forecasting reports allow supervisors to run reports using actual historical data over a given period of time and play “what if” by modifying parameters such as call volume, wait time etc.
Most reports are available in a Profile format which allows the supervisor to view data over a given period of time divided into intervals. These could be hourly across the day or daily across the week/month. Any number of minutes, hours, days and weeks can be sued to form the basis of the intervals.

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
Reports can be run manually and saved, closed or printed in total or in part.
Alternatively report generation can be partially or fully automated.
Auto collate, auto collate and print and auto collate print and close are the options or auto save or export are the other options.

41. Why don’t they match? Lines and DID’s Lines and agents/extensions
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 Device must be configured
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
The wrench icon on the toolbar will open the configurator. This is where the configuration is kept up to date and should match the phone system.
Devices such as lines, extensions, agents etc. can be created, edited or deleted along with the associated groups.
Shifts are create for reporting purposes.
Real time alarms and historical analysis thresholds are entered usually at the group level.
Password can be set to protect the real time screen layouts, reporting, configuration and shut down.
inView user information is set and permissions set in this area.

44. Device Configuration
Group configuration includes membership, alarms and analysis thresholds

45. Traditional Wallboards
Information
Performance
Motivation
Real time status
Statistics
Messages
Wallboard Template
The concept here is that you can create wallboard templates (layouts) using the parameters available as large character windows at the supervisor PC and then link multiple templates to form schedules.
Each PC can support up to 6 addressable wallboards which can each have their own schedule in use.
Wallboard Schedule

46. inView LAN Wallboard - View 1
inView was originally designed as an agent tool but can also be used for supervisors where only limited real time information is required and no reporting is needed.
Each position has control over the number and type of large character windows that are used. 8 Maximum.
The wallboard can be configured to “pop” if a parameter on display alarms
Can also be used in a wide area environment providing the LAN supports Dial up access and therefore the remote client would be seen as a regular client.
Don’t forget a single user inView is free with every inDepth+
Up to 8 large character windows can be displayed
Pop on alarm
WAN and well as LAN

47. inView LAN Wallboards View 2
This is essentially a busy lamp field view.
You can see the agent status by the color code and you can select groups to monitor.
You can select Agent or Extension Group and then select from the available groups in each case.
Only short name/long name options are available as far as the agent/extension displays are concerned
Agent status color coded
Different groups selectable
Long Name or Short Name

48. Messaging to inView Normal priority High priority
Messages can be sent to and from inView users. They can be sent to all users, groups of users or individual users.
Messages can be sent either normal priority or high priority as above.
High priority