The Home section allows users to navigate through different sections of the software as shown in the screenshot below.

Insight is an intuitive business productivity tool enabling businesses to monitor inbound and outbound calls via pre-defined dashboards and a wallboard.

The Business Insight section of the software is split into multiple sections which combine live tiles and reports to provide call information on the entire business.  Users are able to filter this section by date/time, extension, group, DDI or call type and download the Business Insight Summary as a PDF.

My Dashboard allows users to collate live tiles together to be displayed on their own dashboard, providing up to date call information specific to their needs.

Each login role has their own dashboard and can use the ‘create new live tile’ option in the Reports Catalogue section to add custom tiles.  Users can also display other users’ live tiles on their dashboard.

Once the tiles have been added to the dashboard the display can be locked using the Dashboard Status option on the left hand menu bar.

Any tile can easily be removed from the display by clicking the ‘x’ in the corner of the tile.

To delete a live tile from the list, click the ‘no entry’ symbol next to the relevant tile in ‘My live tiles’.  It is not possible to delete another user’s live tile.

The live tiles available to place on My Dashboard vary depending on the product version.

The Reports Catalogue is a repository of report templates that provides a starting point and recommended reports.

The following section details an explanation of each report available.

The call recordings section displays all recorded calls within the business.  Users are able to find, play, save, email and evaluate call recordings.  There are several filter options to choose from when finding a call, which are covered later in this document.

The call recordings screen displays the following stats in a tabular format:

• Direction – the direction of the call, whether it’s incoming (green) or outgoing  (blue)
• Date – the date of call
• Time – the time of call
• Extension – the extensions that has taken or made the call
• User – the name of the User
• DDI – the DDI number that received the call
• Number\Caller ID – the number dialled or received (withheld numbers will not display any number)
• Channel – the channel that the call has come on
• Duration – the duration of the call
• Call Tag – free text field
• Flag – flag a call recording
• Evaluation – evaluate a call recording
• Play button – play the call recording

Once you click on the play button you will be presented with the call player:

This section allows users to add, edit or delete extensions, cost centres, departments, divisions and sites.

Extensions are automatically detected when a call is made to or from an extension. Once they are detected, the extensions from the phone system synchronise with the software, so there is no need to manually add usernames, cost centres, departments and divisions to extensions.

It is also possible to synchronise manually using the Phone System Sync and Database Sync buttons:

• Phone System Sync:  All extension information such as extension number, name, department and site can be synchronised from the phone directory into the call reporting portal using the sync option. This sync feature is automated, scheduled to run every 4 hours.
• Database Sync:  A database sync will add all extension numbers into the call reporting portal once there has been activity on an agent’s handset.

The logins section allows users to setup user accounts for the system. Throughout the system, user accounts provide access to the software Interface and define the level of access specific users have to the system.

There are 4 types of user:

1. Insight User: This user can access the Insight Console according to the specific groups that they belong to (e.g. departments, divisions, sites).

2. My Console User: This user can only view call information based on their own extension.

3. Restricted User: This user has access to all sections of the portal other than the Configuration Section. Access can be restricted however, so the user can only access analytics for users that are assigned to a specific reporting level(s).  A Restricted User can be permitted to play back call recordings (if the call recording module is active) for his assigned Levels by setting the Recording slider option to ‘Yes’.

4. Superuser: This user has full access to the portal.

Once logins have been created within the software, users will need to assign extensions to login roles to define access rights and supervisor types (groups).

The screen shot below illustrates a Restricted User with a selected department called ‘Sales’ and with The Recording slider set to ‘Yes’:

This section allows users to view tasks that have been scheduled. Users can see the first run time for each scheduled task.

By clicking the edit option, users have the ability to change the time and date of the scheduled task as well as the run interval.  Users can also add or remove email addresses of those that should be sent the report.

Each task can be assigned multiple actions.  For example a Manager may wish to receive reports from various departments (actions) on the same date each month (the task).  Scheduled actions for each task can be viewed or deleted in this section.

The following call evaluation parameters can be set in this section:

• Call Results:  Add, edit or delete result definitions.
• Customer Feedback:  Add, edit or delete customer feedback descriptions.
• Evaluation Questions:  Add or edit evaluation questions.

In Settings the Target Answer Time and Target Wrap-Up Time can be specified (in seconds).  The option is also available to synchronise sites or departments with the telephony platform. Please be aware that any manual changes undertaken within the application will be overwritten if this option is selected.

In the Import Inventory section, a customer directory can be uploaded (extension, DDI or customer directory).