Automatic Call DistributionACD Supervisor FeaturesStrata DK Feature Description 5/99 303Multiple Supervisors ConfigurationsMultiple supervisor configurations are supported using the Insight DK Plus version only. Thisconfiguration starts with one PC as the MIS server (the one connected to the Strata DK). Alladditional PC’s loaded with the Insight DK Supervisor software are known as Sub-supervisors andreceive the MIS Events using the LAN and messages relayed by the MIS Server. Each supervisorposition provides complete control of its own data, how it is presented and how that location needsto operate with a particular group of Call Center Agents.The sub-supervisors would typically rely upon the MIS Server for keeping an accurate database ofevents and use that database for all reports prepared by the sub-supervisor. Each Supervisor cancollect and report on data stored at each location. In this configuration, the Sub-supervisor will beresponsible for data relating to its real time display screens. See Figure 15 for an example of amultiple supervisor configuration.Figure 18 Multiple Supervisor ConfigurationMultiple Supervisors with inView LAN DisplaysThe combinations of the previous configurations can be extended to include both MIS SupervisorClients and inView Display Clients at the same time. This combination can provide the best ofboth applications where Call Center Supervisors need to control the reports and agents in thatparticular group while still providing key information to agents or other management personnelusing inView Client. An example of multiple supervisors with inView LAN displays is shown inFigure 15.CALLS WAITING: 18 LCW: 15:10MIS Server MIS Client MIS ClientMIS EventsLAN ConnectionStrata DK3910
