Iwatsu TASKE v8 Call Center Management User Manual

Iwatsu TASKE v8 Call Center Management User Manual
TASKE Call Center Management
Tools
Version 8
Application User Manual
Reporting, Monitoring, Scheduling, and Analysis Solutions for the
IWATSU ADIX Telephone System
TASKE Technology Inc.
© Copyright 2001, TASKE Technology Inc.
All rights reserved. Printed in Canada.
Information in this document is subject to change without notice and does not represent
a commitment on the part of TASKE Technology Inc. The software described in this
document is furnished under a license agreement. The software may be used only in
accordance with the terms of the agreement. No part of this manual may be reproduced
or transmitted in any form or by any means, electronic or mechanical, including
photocopying, recording, or information recording and retrieval systems, for any
purpose other than the purchaser’s personal use, without the express written
permission of TASKE Technology Inc.
V8.0 Revision 1.0 – 09-MAR-01
TASKE Call Center Management Tools
Table of Contents
Table of Contents ............................................................................................................................i
TASKE Call Center Management Tools........................................................................................1
Using this Guide............................................................................................................................1
TASKE Information Server ............................................................................................................3
Starting the Information Server .....................................................................................................4
Viewing Client Connections ..........................................................................................................5
Status ........................................................................................................................................6
Disconnect.................................................................................................................................6
Details .......................................................................................................................................6
Messages ..................................................................................................................................6
Viewing the SMDR Connection ....................................................................................................7
SMDR Events............................................................................................................................7
Communications........................................................................................................................7
Viewing Chat Connections............................................................................................................8
Chat Members...........................................................................................................................8
Viewing License Information.........................................................................................................9
Viewing General Information ......................................................................................................11
TASKE Server Information......................................................................................................11
Integrating PrimeTime with TASKE ............................................................................................11
Setting the Real-time Adherence Schedule File Location ..........................................................12
Showing Data Alarms .................................................................................................................13
Closing Versus Exiting the Information Server ...........................................................................14
Closing the Information Server................................................................................................14
Exiting the Information Server.................................................................................................14
TASKE Enterprise.........................................................................................................................16
Checking for Enterprise Licensing ..............................................................................................18
Viewing Enterprise Site Connections..........................................................................................19
Status ......................................................................................................................................19
Details .....................................................................................................................................20
Last Message ..........................................................................................................................20
Adding, Modifying, and Removing Enterprise Site Connections ................................................20
Adding an Enterprise Site Connection ....................................................................................21
Modifying an Enterprise Site Connection ................................................................................23
Removing an Enterprise Site Connection ...............................................................................23
Activating and Deactivating Sites ...............................................................................................24
Activating an Enterprise Site Connection................................................................................24
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TASKE Call Center Management Tools
Deactivating an Enterprise Site Connection ...........................................................................24
Locking Sites and Disconnecting Clients....................................................................................25
Locking an Enterprise Site ......................................................................................................25
Disconnecting All Clients from an Enterprise Site...................................................................26
TASKE Network Client .................................................................................................................27
Using the Network Client Interface .............................................................................................27
Status ......................................................................................................................................28
Last Message ..........................................................................................................................28
TASKE Administrator...................................................................................................................29
Starting the Administrator ...........................................................................................................29
Opening the Administrator Using the Start Button ..................................................................29
Opening the Administrator from the TASKE Program Folder .................................................30
Using the Menu Bar ....................................................................................................................30
File Menu.................................................................................................................................30
View Menu...............................................................................................................................32
Help Menu ...............................................................................................................................32
Using the Main Control Panel .....................................................................................................32
Mode Selection........................................................................................................................33
Table Selection in Database Mode .........................................................................................33
Tool Selection in Configuration Mode .....................................................................................33
Selecting a Mode ........................................................................................................................34
Using the Database Mode ..........................................................................................................35
Using the Database Mode Interface........................................................................................35
Exporting the TASKE Database..............................................................................................36
Defining Trunks .......................................................................................................................38
Defining Trunk Groups ............................................................................................................40
Defining Extensions ................................................................................................................43
Defining Extension Groups .....................................................................................................45
Defining Agents .......................................................................................................................47
Defining Agent Groups ............................................................................................................50
Defining Queues......................................................................................................................52
Queue Groups.........................................................................................................................55
Defining Qualifier Codes .........................................................................................................57
Defining Spectrums .................................................................................................................59
Defining Options......................................................................................................................61
Defining DNIS Numbers..........................................................................................................63
Using the Configuration Mode ....................................................................................................65
Using the Configuration Mode Interface .................................................................................65
Using the Event Log ................................................................................................................66
Using the Maintenance Tool ...................................................................................................68
Setting Alarms .........................................................................................................................82
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Administrator Glossary................................................................................................................85
TASKE ACD Monitor ....................................................................................................................88
Real-time Mode...........................................................................................................................88
Replay Mode...............................................................................................................................88
ACD Monitor Interface ................................................................................................................88
Starting the TASKE ACD / Enterprise ACD Monitor ...................................................................90
Network Client .........................................................................................................................90
Using the Menu Bar ....................................................................................................................90
File Menu.................................................................................................................................91
View Menu...............................................................................................................................91
Properties Menu ......................................................................................................................92
Replay Menu - Replay Mode Only ..........................................................................................93
Chat Menu...............................................................................................................................94
Help Menu ...............................................................................................................................94
Using the Main Control Panel .....................................................................................................95
Mode Selection........................................................................................................................95
Date and Time.........................................................................................................................95
Queue Manager ......................................................................................................................95
Queue Monitor List ..................................................................................................................96
Replay Date Selection.............................................................................................................96
Replay Control.........................................................................................................................96
Using the Queue Manager..........................................................................................................97
Queue Selector .......................................................................................................................97
Properties for Selected Queue(s)............................................................................................98
Closing the Queue Manager ...................................................................................................99
Enabling and Disabling the Monitoring of Queues and Queue Groups ..................................99
Setting Alarm Parameters for Queues and Queue Groups ..................................................101
Selecting a Mode: Real-time or Replay ....................................................................................102
The Queue Information Display Area .......................................................................................102
Displaying Queue and Queue Group Information ....................................................................103
Alarm Situations ....................................................................................................................104
Overview of the Queue Panels .................................................................................................104
Real-time Panel.....................................................................................................................104
Review Panel ........................................................................................................................104
Recognizing Alarm Situations...................................................................................................105
Understanding Real-time Agent Adherence Alarms .............................................................105
Saved Settings..........................................................................................................................107
Using the Real-time Mode ........................................................................................................107
Accessing Real-time Information ..........................................................................................108
Legend of Queue Panel Icons...............................................................................................111
Monitoring with the Agent States Report ..............................................................................115
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Monitoring with Agent Maps..................................................................................................115
Filtering the Agent States Report and Agent Maps...............................................................119
Accessing Recent Historical Information ..............................................................................121
Using the Replay Mode.............................................................................................................127
Selecting the Replay Date.....................................................................................................128
Using the Replay Controls ....................................................................................................129
Setting the Replay Speed .....................................................................................................130
Setting Trigger Stops in Replay ............................................................................................131
Using the Enterprise ACD Monitor............................................................................................132
Monitoring Remote Sites .......................................................................................................133
ACD Monitor Glossary ..............................................................................................................134
TASKE Reports...........................................................................................................................138
Starting TASKE Reports ...........................................................................................................138
Opening Reports Using the Start Button...............................................................................138
Opening Reports from the TASKE Program Folder..............................................................139
Using the Menu Bar ..................................................................................................................139
File Menu...............................................................................................................................139
Help Menu .............................................................................................................................140
Using the Main Control Panel ...................................................................................................141
Daily Reports.........................................................................................................................145
Weekly Reports .....................................................................................................................145
Monthly Reports ....................................................................................................................146
Year By Week Reports..........................................................................................................146
Year By Month Reports .........................................................................................................147
Forecast Reports...................................................................................................................147
Using the Report Templates Panel...........................................................................................148
Using the Properties Window................................................................................................149
Defining Export Properties for Reports .................................................................................152
Using the Forecast Properties Window.................................................................................155
Using the Publication Viewer ....................................................................................................160
Changing the Report Font.....................................................................................................161
Manually Exporting a Report.................................................................................................161
Manually Printing a Report....................................................................................................163
Generating Reports...................................................................................................................163
Generating Reports from Existing Templates .......................................................................164
Creating Trunk Report Templates.........................................................................................165
Creating Extension Report Templates ..................................................................................167
Creating Extension Group Report Templates .......................................................................169
Creating Agent Report Templates.........................................................................................172
Creating Agent Group Report Templates .............................................................................174
Creating Queue Report Templates .......................................................................................177
Creating Queue Answer Spectrum Report Templates..........................................................179
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Creating Queue Abandon Spectrum Report Templates .......................................................182
Creating Queue Interflow Spectrum Report Templates ........................................................184
Creating Queue Activity Report Templates...........................................................................187
Creating Queue Peaks Report Templates ............................................................................190
Creating Queue Group Report Templates ............................................................................192
Creating Queue Group Answer Spectrum Report Templates ..............................................195
Creating Queue Group Abandon Spectrum Report Templates ............................................197
Creating Queue Group Interflow Spectrum Report Templates .............................................200
Creating Queue Group Activity Report Templates................................................................203
Creating Queue Group Peaks Report Templates .................................................................205
Creating Forecast Report Templates ....................................................................................208
Printing and Exporting Reports Automatically ..........................................................................211
Scheduling Reports to Print and Export Automatically .........................................................211
Using Enterprise Reports..........................................................................................................213
Creating Enterprise Reports..................................................................................................214
Using Notification Reports ........................................................................................................216
Generating Notification Reports ............................................................................................217
Notification Report Events.....................................................................................................218
Traffic Analyzer...........................................................................................................................219
Overview of the Traffic Analyzer Interface................................................................................219
Menu Bar...............................................................................................................................220
Tool Bar .................................................................................................................................220
Main Window.........................................................................................................................220
Status Bar..............................................................................................................................220
Understanding Traffic Concepts ...............................................................................................221
Busy Hour/Busy Season .......................................................................................................221
Blocking.................................................................................................................................222
Queue Delay/Call Abandons.................................................................................................222
Call Duration..........................................................................................................................222
Service Criteria......................................................................................................................223
Creating a Traffic Analysis ........................................................................................................223
Service Percentage - Level of Abandons..............................................................................225
Telephone Service Factor - Speed of Answer ......................................................................225
Creating an Erlang C Traffic Analysis ...................................................................................226
Erlang C Traffic Calculations.................................................................................................227
Creating an Erlang B Traffic Analysis ...................................................................................231
Erlang B Traffic Calculations.................................................................................................232
Creating a Poisson Traffic Analysis ......................................................................................235
Poisson Traffic Calculations..................................................................................................236
Understanding Traffic Reports..................................................................................................239
Recalculating a Traffic Analysis ................................................................................................240
Switching Between Line, Bar, and Pie Charts ..........................................................................240
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TASKE Call Center Management Tools
Calculating Staffing Requirements ...........................................................................................241
Traffic Model Information Panel ............................................................................................241
Data Table Panel...................................................................................................................241
Graph Panel ..........................................................................................................................241
Using the Cost Justification Guide............................................................................................242
Call Center Cost Dynamics ...................................................................................................242
TASKE Agent Desktop ...............................................................................................................244
Starting Agent Desktop .............................................................................................................245
Opening the Agent Desktop Using the Start Button..............................................................245
Opening the Agent Desktop from the TASKE Program Folder.............................................245
Using the Agent Desktop Interface ...........................................................................................245
Adjusting the Window Size and Position...............................................................................246
Agent Desktop Display Window: Hide/Restore Versus Always on Top................................246
Creating, Saving, and Opening Agent Desktop Settings..........................................................247
Creating a New Settings File.................................................................................................247
Saving a New Settings File ...................................................................................................247
Saving an Existing Settings File............................................................................................248
Opening a Settings File .........................................................................................................248
Adding, Editing, and Deleting ACD Variables...........................................................................249
Adding ACD Variables to the Agent Desktop Window..........................................................249
Editing ACD Variables...........................................................................................................249
Deleting ACD Variables ........................................................................................................250
Defining Thresholds for ACD Variables ................................................................................250
Filtering Cell Information ...........................................................................................................252
Selecting Cell Information for Display ...................................................................................252
Docking the Agent Desktop Window to the PC Desktop ..........................................................253
Docking the Agent Desktop Window.....................................................................................253
Undocking the Agent Desktop Window.................................................................................253
Changing the Variable Display .................................................................................................254
Changing the Display Order of Variables..............................................................................254
Displaying Variables Horizontally..........................................................................................254
Displaying Variables Vertically ..............................................................................................255
Displaying the Agent Desktop as a Grid ...............................................................................255
Changing the Font ....................................................................................................................256
Exiting from the Agent Desktop Application..............................................................................256
TASKE Search ............................................................................................................................257
Using the Search Interface .......................................................................................................257
Main Window.........................................................................................................................257
Information Window...............................................................................................................258
Information Tabs ...................................................................................................................258
Menu Bar and Toolbars.........................................................................................................258
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TASKE Call Center Management Tools
Opening PBX files.....................................................................................................................259
Printing Search Information ......................................................................................................259
Print Preview from the Main Window ....................................................................................259
Printing the Main Window Contents ......................................................................................260
Printing the Information Window Contents............................................................................260
Copying Information to the Clipboard .......................................................................................260
Saving Search Information .......................................................................................................261
Using the Search Commands...................................................................................................261
Using the File Menu ..............................................................................................................261
Using the Edit Menu ..............................................................................................................262
Using the View Menu ............................................................................................................263
Using the Tools Menu ...........................................................................................................265
Using the Window Menu .......................................................................................................266
Using the Help Menu.............................................................................................................267
Understanding Call Event Records...........................................................................................268
Identifying ACD Events .........................................................................................................269
Identifying COL Events .........................................................................................................274
Identifying ICM Events ..........................................................................................................277
Sorting Records by Call ID....................................................................................................281
Explaining Call Records ........................................................................................................282
Filtering Call Records by Event ................................................................................................283
Selecting Events....................................................................................................................284
Searching for a Pattern .........................................................................................................285
Using Additional Filters .........................................................................................................285
Filtering Call Records by Call Type ..........................................................................................286
Selecting the Call State .........................................................................................................287
Selecting the Time Period .....................................................................................................288
Selecting the Call Type .........................................................................................................288
Selecting Database Members ...............................................................................................289
TASKE Chat ................................................................................................................................290
Logging Into and Out of Chat from the ACD Monitor................................................................291
Logging Out of Chat ..............................................................................................................291
Logging into Chat ..................................................................................................................291
Opening the Chat Window from the ACD Monitor ....................................................................292
Logging Into and Out of Chat from the Agent Desktop.............................................................292
Logging Out of TASKE Chat .................................................................................................292
Logging into TASKE Chat .....................................................................................................293
Opening the Chat Window from Agent Desktop.......................................................................293
Using the Chat Interface ...........................................................................................................293
Menu Bar...............................................................................................................................294
Contact Panel........................................................................................................................294
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Chat Panel.............................................................................................................................294
Outgoing Message Panel......................................................................................................294
Maintaining the Contact List .....................................................................................................295
Adding Contacts to the Contact List......................................................................................295
Removing Contacts from the Contact List ............................................................................295
Understanding Contact Status Symbols ...................................................................................296
Requesting a Chat ....................................................................................................................296
To Send a Chat Request to an Individual .............................................................................296
Accepting or Rejecting a Chat Request....................................................................................297
To Accept a Chat Request ....................................................................................................298
To Reject a Chat Request.....................................................................................................298
Broadcasting a Message - Supervisors Only ...........................................................................298
To Broadcast a Message ......................................................................................................298
Receiving Broadcast Messages ...............................................................................................299
Conducting a Chat Session ......................................................................................................299
To Send an Outgoing Message ............................................................................................299
Receiving Incoming Messages .............................................................................................300
Switching between Chat Sessions ........................................................................................300
Save Time Using Copy and Paste............................................................................................301
Copying Text in the Chat Panel ............................................................................................301
Pasting Text into the Outgoing Message Panel....................................................................303
Ending a Chat Session .............................................................................................................304
To Terminate a Chat Session with an Individual...................................................................304
When a Chat Session is Terminated by the Other Party ......................................................304
TASKE WallSign .........................................................................................................................305
The WallSign Server .................................................................................................................305
The WallSign Administrator ......................................................................................................306
Overriding A Sign Plan with Quick Messages.......................................................................306
Creating Custom Graphics....................................................................................................307
WallSign Startup and Shutdown ...............................................................................................307
Starting the WallSign Administrator ......................................................................................307
Starting the WallSign Server .................................................................................................307
Shutting Down the WallSign Administrator ...........................................................................308
Shutting Down the WallSign Server ......................................................................................308
Using the WallSign Server ........................................................................................................308
Using the WallSign Administrator .............................................................................................309
Sign Plan Components .........................................................................................................309
Using the Menu Bar ..................................................................................................................310
File Menu...............................................................................................................................311
Edit Menu ..............................................................................................................................311
View Menu.............................................................................................................................312
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Tools Menu............................................................................................................................313
Help Menu .............................................................................................................................314
Using the Main Control Panel ...................................................................................................314
Mode Selection......................................................................................................................314
Window Selection..................................................................................................................314
Selecting a Mode in the WallSign Administrator.......................................................................315
Configuration Mode ...............................................................................................................315
View Mode.............................................................................................................................316
Configuring Communication Paths ...........................................................................................316
Sending Test Messages to Reader Boards ..............................................................................317
Configuring the Sign Tone ........................................................................................................317
Using the ACD Variables Window ............................................................................................319
Components of the ACD Variables Window .........................................................................319
Setting the ACD Variable Color.............................................................................................321
Defining ACD Variables ........................................................................................................322
Deleting ACD Variables ........................................................................................................322
Using the Messages and Quick Messages Windows...............................................................323
Components of the Messages and Quick Messages Windows ............................................323
Building Messages and Quick Messages .............................................................................327
Selecting the Line Position....................................................................................................328
Adding Special Effects ..........................................................................................................329
Adding Special Graphics .......................................................................................................331
Adding Character Formatting ................................................................................................331
Adding Color to a Message...................................................................................................334
Quick Message Display Options ...........................................................................................335
Starting and Stopping Quick Messages ................................................................................336
Deleting Messages and Quick Messages .............................................................................337
Using the Decisions Window ....................................................................................................338
Decisions Window Components ...........................................................................................338
Defining Decision Trees ........................................................................................................341
Default and Conditional Decisions ........................................................................................341
Deleting A Decision Tree ......................................................................................................342
Using the Days Window............................................................................................................343
Days Window Components ...................................................................................................343
Defining Special Days ...........................................................................................................345
Defining Specific Dates .........................................................................................................345
Defining Reference Dates .....................................................................................................346
Deleting Special Days ...........................................................................................................346
Using the Day Plans Window ...................................................................................................347
Day Plans Window Components...........................................................................................347
Defining Day Plans................................................................................................................349
Deleting a Day Plan ..............................................................................................................350
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TASKE Call Center Management Tools
Using the Scripts Window .........................................................................................................351
Scripts Window Components ................................................................................................351
Defining a Script ....................................................................................................................353
Deleting a Script ....................................................................................................................354
Using the Signs Window ...........................................................................................................355
Signs Window Components ..................................................................................................355
Defining A Sign (Spectrum Reader Board) ...........................................................................357
Deleting a Sign ......................................................................................................................358
Using the Graphics Window .....................................................................................................359
Graphics Window Components.............................................................................................359
Creating Custom Graphics....................................................................................................361
Dimensions............................................................................................................................362
Using the Color Palette and Drawing Platform .....................................................................362
Deleting Custom Graphics ....................................................................................................363
TASKE Voice ToolBox ...............................................................................................................364
Controlling Media Using Voice Plans........................................................................................365
Voice ToolBox Startup and Shutdown ......................................................................................366
Starting the Voice Administrator............................................................................................366
Starting the Voice Server ......................................................................................................366
Shutting Down the Voice Administrator.................................................................................366
Shutting Down the Voice Server ...........................................................................................367
Using the Voice Administrator Interface ...................................................................................367
Menu Bar...............................................................................................................................367
Main Control Panel................................................................................................................368
Display Area ..........................................................................................................................369
Selecting a Mode ......................................................................................................................369
Configuration Mode ...............................................................................................................370
View Mode.............................................................................................................................370
Setting System Parameters ......................................................................................................370
Configuring Communication Paths ...........................................................................................371
Updating System Data in the Voice Server ..............................................................................372
Updating System Data Using the Send Data to Voice Machine Option ...............................372
Defining Test Variables.............................................................................................................373
Using the Messages Window ...................................................................................................374
Messages Window Components...........................................................................................374
Using the Tools of the Messages Window............................................................................375
Building a Message ...............................................................................................................377
Deleting a Message ..............................................................................................................378
Using the Auto-attendants Window ..........................................................................................379
Auto-attendants Window Components..................................................................................379
Using the Node List and Properties Window ........................................................................380
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TASKE Call Center Management Tools
Using Play Nodes..................................................................................................................382
Using Get Digit Nodes...........................................................................................................384
Using Digit Nodes..................................................................................................................384
Using Dial Nodes...................................................................................................................385
Using Supervisor Nodes .......................................................................................................386
Defining Auto-attendants.......................................................................................................386
Deleting Auto-attendants.......................................................................................................388
Using the Day Plans Window ...................................................................................................389
Day Plans Window Components...........................................................................................389
Using the Tools of the Day Plans Window............................................................................390
Defining Day Plans................................................................................................................391
Deleting a Day Plan ..............................................................................................................392
Using the Days Window............................................................................................................393
Days Window Components ...................................................................................................393
Defining Specific Dates .........................................................................................................394
Defining Reference Dates .....................................................................................................395
Deleting Special Days ...........................................................................................................396
Using the Scripts Window .........................................................................................................397
Scripts Window Components ................................................................................................397
Using the Tools of the Scripts Window .................................................................................398
Defining a Script ....................................................................................................................399
Deleting a Script ....................................................................................................................400
Using the Channels Window.....................................................................................................401
Channels Window Components............................................................................................401
Defining a Voice Channel......................................................................................................402
Setting Channel Parameters .................................................................................................403
Properties of a Voice Channel ..............................................................................................404
Deleting a Voice Channel......................................................................................................405
Remote Programming...............................................................................................................406
Accessing System Messaging ..............................................................................................407
Reviewing the System Message ...........................................................................................408
Recording Messages ............................................................................................................409
Reviewing, Re-recording, and Saving Messages .................................................................410
Identifying System Sounds .......................................................................................................411
Glossary of Terms ......................................................................................................................418
Index ............................................................................................................................................431
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TASKE Call Center Management Tools
TASKE Call Center Management Tools
Welcome to the TASKE Call Center Management Tools, a collection of Microsoft
Windows based tools and utilities. These applications aid supervisors in analyzing the
performance of the ACD call center and fine-tune its operation.
After installing the software, access the applications of the TASKE ACD ToolBox
through the TASKE ToolBox folder on the desktop of the PC, or through the Start button
on the Windows task bar. Each application within the TASKE ToolBox folder provides
the functionality for a particular aspect of call center management.
Using this Guide
This guide has a section for each application in the TASKE ACD ToolBox. For
installation and configuration instruction, refer to the Installation and Configuration
Guide for version 8.0 of the TASKE Call Center Management Tools.
The contents of the TASKE ACD ToolBox vary depending on the type of installation
performed on the PC (Server, Supervisor, Enterprise Supervisor, or Agent). The table
below outlines the components installed with each type of installation.
Installation Type
Server
Components Installed
•
•
•
•
•
•
•
•
Information Server
Administrator
Reports
ACD Monitor with Chat
Search
Traffic Analyzer
WallSign Server (if selected for installation)
Voice Server (if selected for installation)
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TASKE Call Center Management Tools
Installation Type
Supervisor
Installation Type
Enterprise
Supervisor
Installation Type
Agent
Components Installed
•
•
•
•
•
•
•
Administrator
Reports
ACD Monitor with Chat
Search
Traffic Analyzer
WallSign Administrator (if selected for installation)
Voice Administrator (if selected for installation)
Components Installed
•
•
•
•
•
•
•
•
Administrator
Reports
ACD Monitor with Chat
Enterprise ACD Monitor
Search
Traffic Analyzer
WallSign Administrator (if selected for installation)
Voice Administrator (if selected for installation)
Components Installed
•
Agent Desktop with Chat
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TASKE Information Server
The TASKE Information Server is an application for server installations only. Installed
on the TASKE Server PC, this application ensures that the data supplied by the
telephone system is collected, stored and properly dispersed to the real-time
applications of the TASKE ACD ToolBox.
Users of the TASKE Server PC use the Information Server interface for a number of
applications. These include:
Viewing the client connections to the TASKE Information Server
Viewing site connections to the Information Server for Enterprise enabled sites
(local and enterprise connections)
Monitoring the flow of the data stream
Viewing and changing the data port settings for the data stream
Viewing the individual connections to the Chat server
Viewing the TASKE Server IP information and status
Viewing the particulars of the TASKE Software license for the site and the
number of clients currently using the TASKE suite of Tools
Integrating the Blue Pumpkin PrimeTime workforce management software with
TASKE Call Center Management Tools
Setting the file location of the real-time adherence schedules
Showing the data alarms
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TASKE Call Center Management Tools
Starting the Information Server
Use the following steps to start the Information Server application on the TASKE server
PC.
1.
Click the Start button on the Windows task bar.
2.
Select Programs from the Start menu.
3.
Select the TASKE 8.0 program group from the Programs menu.
4.
Select Information Server from the TASKE 8.0 program group to open the
Information Server.
When the Information Server is running, an icon is present in the Windows System
Tray. If the application has encountered data alarms the icon appears with a red flag.
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TASKE Call Center Management Tools
Right-click on this icon to open a menu that allows the user to perform the following
activities:
•
open the Information Server window when it is closed,
•
open the TASKE Data Alarms dialog box,
•
display information about the TASKE Information Server application, including
the Lock Number for the site,
•
and exit the Information Server application.
Exiting the Information Server application completely shuts down the application and
stops all data collection. Do not perform this action unless it is absolutely necessary.
Viewing Client Connections
The Clients tab of the Information Server allows a user to view the current number of
client applications connected to the Information Server. Any client applications that
require real-time information (such as the TASKE ACD Monitor) are displayed in the list
at the top of the Clients tab. The list displays the client's IP address and the name of the
application the client is using, and the site name.
Selecting a client in the list by clicking on the client entry, displays the client information
in the Status, Details, and Messages sections of the dialog box.
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TASKE Call Center Management Tools
Status
The Status section of the Clients tab displays the connection status of the
selected client to the Information Server. The status is either Connected or
Blocked.
When a client is connected and receiving data, the Status section indicates a
Connected state and displays a green light with the date and time of the
connection.
When the client connection to the Information Server is lost, the status section
indicates a Blocked state and displays a yellow light to indicate there is a
problem with the connection. The client application automatically attempts to
reconnect at 15-second intervals as long as the client application is running.
Disconnect
To permanently disconnect a client from the Information Server, the user of the
TASKE server must first lock the site to new connections from the Sites tab (see
Locking Sites and Disconnecting Clients in the TASKE Enterprise section). This
prevents the client application from reconnecting after 15 seconds. Once the site
is locked, return to the clients tab, select the client to disconnect from the list of
client connections, and click the Disconnect button.
Details
The Details section of the Clients tab displays the network name and the IP
address of the client selected in the connection list. Select any client in the list to
view the details for that PC.
Messages
The Messages section of the Clients tab displays information about the PBX
messages sent to the Client from the Information Server. The Last sent section
displays the date and time of the last message received by the Client from the
Information Server. The Last queued section displays the date and time of the
last message the Information Server attempted to send.
If the client becomes Blocked, the Last sent and Last queued times may differ.
The Last sent field will display the date and time of the last successful message.
The Last queued field will display the date and time of the last message sent to
the queue. Because the client connection is blocked, the messages will
accumulate in the queue until the client connection is re-established, or
disconnected.
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Viewing the SMDR Connection
The SMDR tab of the TASKE Information Server allows a user to view the SMDR
connection to the TASKE Information Server. If the SMDR connection is active, and
properly connected, SMDR records can be seen scrolling through the SMDR Events
screen in the SMDR tab. The SMDR data cannot be manipulated from the Information
Server - and should not be interpreted from the screen. The records are simply
displayed to allow a user to confirm that the SMDR data is being collected.
Up to 150 records are displayed in the SMDR tab at a time.
SMDR Events
The SMDR Events section of the SMDR tab displays the data being received
from the SMDR connection and collected by the TASKE Collector for use with
the ACD ToolBox applications. Scroll bars are present on the right-hand side and
across the bottom of the SMDR Events window to allow a user to scroll through
the SMDR records.
Communications
The Communications section of the SMDR tab displays information about the
SMDR connection to the Information Server machine. The data port on the
TASKE Information Server that transports the SMDR data is displayed, as well
as the port settings. If the connection is receiving data, a green light is displayed
with the title Working Normally. If the connection is not receiving data, a red light
is displayed with the title Not working. See log file for details.
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The port settings may be changed by clicking the Change... button.
Communications Settings
The Communications Settings dialog box appears when the Change... button is
pressed in the Communications section of the SMDR tab. Any settings changed
from here affect the port settings of the SMDR port. The settings will be used by
the Information Server to attempt to receive data as soon as the OK button is
clicked.
The data port settings should only be changed if they are incorrect. If they are
changed while the data is being received, the data connection may cease to
function properly.
Viewing Chat Connections
The Chat tab of the TASKE Information Server allows a user to view the current number
of agents and supervisors currently logged into the TASKE Chat Server through the
ACD Monitor and the Agent Desktop applications.
Chat Members
The Chat Members section of the tab provides a table that indicates who is
logged into TASKE Chat (using the network PC name), the machine the user is
logged in from (also the network PC name), and the IP address of the PC.
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Viewing License Information
The TASKE License section of the License tab displays the TASKE software licensing
information that is stored in the file "TaskeLck.lis" in the TASKE install directory.
The TASKE License section of the License tab displays the following information:
Customer: the customer name of the site.
Lock Number: the Serial Number (or Lock Number) which is required for to receive
TASKE Technical Support or for ordering upgrades of software from TASKE.
Primary agent IDs: the maximum number of agents allowed to connect to the
Information Server at any one time.
Secondary IDs per agent: the maximum number of secondary agent IDs allowed
on a per agent basis.
Enterprise supervisors: the maximum number of Enterprise Supervisors allowed to
connect at any time, and the number of Enterprise Supervisors currently active and
connected to the Information Server.
Supervisors: the maximum number of Supervisors allowed to connect at any time,
and the number of Supervisors currently active and connected to the Information
Server.
Agent desktops: the number of Agent Desktops allowed to connect at any time,
and the number of Agent Desktops currently active and connected to the Information
Server.
Wall signs: the number of Wall signs (Reader boards) that are in use, the number
allowed to connect is unlimited.
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Voice channels: the number of voice ports the site is enabled to use and the
number actually being used.
The licensing information can be updated by clicking the Update... button on the
License tab. This is only necessary when a site upgrades and requires a change to its
licensing configuration. The new license file must be provided by TASKE. The site can
receive the file on diskette or via email.
Clicking the Update... button opens the Browse for Folder dialog box. Select the location
of the new license file and click OK to copy the new licensing information and update
the License tab of the TASKE Information Server.
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Viewing General Information
The General tab of the TASKE Information Server allows a user to view TASKE Server
IP information. The Server information cannot be manipulated from this tab; the
information is available for reference only.
TASKE Server Information
The TASKE Server Information section of the General tab displays the following
information.
IP address: the IP address of the TASKE Server PC.
Info server port: the port number the TASKE server uses to receive client
connections.
Chat server port: the port number the TASKE server uses to receive chat
connections.
Running since: the date and time the TASKE Information Server was
launched.
Integrating PrimeTime with TASKE
The PrimeTime option on the Configure menu provides the PrimeTime Integration
Wizard that allows users to integrate the Blue Pumpkin PrimeTime workforce
management software with the TASKE Call Center Management Tools.
If this is the first time using the PrimeTime Integration Wizard, the Welcome To
PrimeTime Installation For TASKE ToolBox dialog box opens. If the integration process
has already been completed at an earlier time and the user is simply updating the
configuration, the Configure TASKE and PrimeTime dialog box opens.
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For instruction and information on integrating PrimeTime with TASKE, refer to the
PrimeTime Integration and Configuration Guide for TASKE Call Center Management
Tools.
Setting the Real-time Adherence Schedule File Location
TASKE ACD ToolBox applications, such as the ACD Monitor, use the information in the
PrimeTime schedules to determine if agents are adhering to the schedules. If an agent
is not adhering to the schedule, the ACD Monitor will raise an alarm if it is setup to do
so. The practice of tracking agents in this manner is known as Real-time Adherence.
This means that the ACD Monitor tracks agent activity in real-time and compares this
activity with what is expected in the schedule. If the agent is conducting activities
outside of the schedule, supervisors are immediately aware of this deviance from the
schedule.
For the Information Server to provide applications such as the ACD Monitor scheduling
information, it must know where to locate the schedules. The Set RTAA Schedule File
Location... option on the Configure menu opens the Set Schedule File Location dialog
box. This dialog box sets the location of the root folder for the PrimeTime schedules.
To locate the root folder for the PrimeTime Schedules, input the path to the folder in the
Schedule File Location field. If this information is not readily available, click the Browse
button to search the local PC or the network. When the appropriate path to the
PrimeTime schedules is set, click OK to accept the path and close the Set Schedule
File Location dialog box.
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Showing Data Alarms
Data alarms are raised when the Collector does not receive records from the PBX within
a user-defined time period and when the disk storage capacity falls below a userdefined threshold. Alarms are defined using the TASKE Administrator application on the
server PC, but are displayed through the Information Server.
The Information Server displays all data alarms that occur in the TASKE Data Alarms
dialog box. By default, the Information Server automatically displays the TASKE Data
Alarms dialog box and rings a bell every time an alarm is raised. To disable the dialog
box from automatically opening and the alarm bell from ringing, disable the Display this
window and Ring the alarm bell check boxes in the Each time an alarm is raised:
section of the TASKE Data Alarms dialog box. To manually open the TASKE Data
Alarms dialog box and view the data alarms, select Show data alarms... from the File
menu.
The alarms displayed in the TASKE Data Alarms dialog box provide the date and time
that the alarm situation occurred along with a description of the event. To clear the
alarms from the dialog box, click the Clear alarms button. This deletes all alarms from
the window.
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Closing Versus Exiting the Information Server
Closing the Information Server window means that the application window is closed, but
the application is still running in the background and collecting PBX data. Exiting the
Information Server means that the application is completely shut down and all data
collection stops. The Information Server should run continuously unless it is absolutely
necessary to exit the application.
Closing the Information Server
To close the Information Server window, select Close from the File menu or click
the X in the top, right corner of the TASKE Information Server title bar.
The Information Server window closes, but the application continues to run and
collect data in the background. When the Information Server is running, an icon
is present in the Windows System Tray, as in the image below.
The icon on the left represents the Information Server icon when no data alarms
have occurred. The icon on the right represents the Information Server icon when
the application has encountered data alarms. The red flag indicates the presence
of data alarms.
To re-open the Information Server window, double-click the Information Server
icon in the Windows System Tray, or right-click on the icon and select Open from
the menu.
Exiting the Information Server
To completely shut down the Information Server and stop data collection, rightclick on the Information Server icon in the Windows System Tray, and select Exit
from the menu. This action produces the TASKE Information Server dialog box.
The dialog box indicates that exiting from the Information Server closes all client
connections and stops data collection.
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Click Yes in the dialog box to stop data collection, close all client connections,
and prevent any new client connections. Click No to close the Information Server
window and prevent new clients from connecting, but continue data collection.
Choosing to stop data collection from the PBX means that data created between
the time the Information Server is shut down and restarted will not be collected
and will not be available for any historical reporting, searches or analysis.
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TASKE Enterprise
TASKE Enterprise is a feature of the TASKE ACD ToolBox that allows the Information
Server applications on TASKE Server PCs to share information across LAN (local area
network) or WAN (wide area network) connections. The Enterprise feature is activated
through licensing. If the site is licensed for one or more Enterprise Supervisors, the
Enterprise feature is automatically activated during installation or with a license
upgrade.
The Information Server applications at Enterprise enabled sites communicate using
TCP/IP. Site information is shared between the sites when Enterprise Supervisors
initiate information requests from a remote site. Two TASKE applications provide
statistical information over the Enterprise connection. These applications are the
Enterprise ACD Monitor and Reports.
Enterprise ACD Monitor functions the same as the ACD Monitor with the exception of
ACD Replay. None of the ACD Replay functionality is available with the Enterprise ACD
Monitor. Real-time and recent historical (last hour, last 12 hours) agent and queue
statistics are available using the same methods as in the local ACD Monitor. Sites are
identified using the site names or local for the local site.
The Reports application generates reports for remote sites by retrieving data from a
shared PBX directory on the TASKE Server PC at the remote site. When a request for a
report on a remote site occurs, the Reports applications launches a Net Client that
connects to the local Information Server. The local Information Server then forwards the
request to the Information Server at the remote site. If the remote Information Server
finds newer data than is available on the local Information Server, copies of the
appropriate .pbx files are transferred to the local Information Server and the report is
generated from these files.
When an Enterprise Supervisor requests information from a remote site, the following
sequence of events occurs.
1.
2.
A client application (ACD Monitor) launches on a client PC.
The client application opens a new client connection (Net Client).
When a Net Client connection is open on a client PC, the icon for
the Net Client is visible in the Windows System Tray. Only one
Net Client connection starts for every client PC. Double-clicking
the Net Client icon in the System Tray opens the Net Client
Window. Here, a tab is present for every client application that is
currently using the Net Client connection.
3.
The Net Client sends a request for data through the network to the local
Information Server on behalf of the client application.
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The local Information Server communicates the request for data to the
Information Server at the remote site.
5. The Information Server at the remote site routes a copy of the data received from
its TASKE Collector to the local Information Server. The TASKE Collector
receives call center data directly from the PBX.
6. The local Information Server routes a copy of the data through the network to the
Net Client, where it is transferred to the client application.
4.
The following diagram illustrates the path of a request for data between Enterprise
enabled TASKE sites.
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Checking for Enterprise Licensing
There are two methods for determining if the Enterprise functionality is activated in a
TASKE Server. Both methods require the Information Server to be started.
The quickest and most obvious method for checking if Enterprise is activated is the
presence of the Sites tab in the Information Server interface. If this tab is present, the
site is licensed for Enterprise and the Enterprise functionality is active.
The second place to check for Enterprise licensing is the License tab of the Information
Server. If an entry for Enterprise Supervisors is displayed in the License tab, the TASKE
Information Server is licensed for Enterprise and the Enterprise functionality is active.
The Enterprise Supervisors entry in the License tab shows the maximum number of
Enterprise Supervisors allowed to connect at one time and the number of Enterprise
Supervisors currently connected. Use the following steps to view the License tab and
check for Enterprise licensing.
1.
2.
From the TASKE ToolBox, open the Information Server.
Click the License tab to view the TASKE licensing information for the local
TASKE site.
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Viewing Enterprise Site Connections
The Sites tab is only present in the Information Server interface if the license file allows
licensing for Enterprise Supervisors. This type of licensing allows the Information Server
to collect, store, and disperse PBX data from TASKE Server PCs that are located at
remote sites. The Sites tab provides an interface for the setup and maintenance of the
remote site connections. The list at the top of the Sites tab displays all of the defined
sites, regardless of the connection status. The local site is included in the list of Active
sites.
Status
The Status section of the Sites tab displays the status of the connection from the
site to the Information Server. If the site is connected and receiving data, a green
light is present with the title "Local site activated" for the local TASKE site and
"Connected to Remote Site" for other TASKE sites. The date and time the
connection commenced are also displayed. If a site is Activated the Information
Server can send and receive information requests to and from the site.
Deactivated sites cannot send information to or receive information from the
Information Server. Sites are deactivated manually through the Site Actions
menu or automatically if there is an error with the site connection. The indicator
light turns yellow to indicate the Information Server is attempting to activate the
site connection and red when the connection has encountered a fatal error. A
gray light indicates that the site is deactivated.
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Details
The Details section of the Sites tab displays the following information.
PBX Type: displays the PBX type of the site selected in the sites list.
Data Path: displays the local path for the data being stored from the local or
remote site.
Clients: displays the number of clients connected to the Information Server of
the site selected in the sites list. This field also shows the lock status. If a site
is locked, no new clients can connect to the site through the Information
Server at the site. This feature is used for site maintenance.
Last Message
The Last Message section of the Sites tab displays information about the
messages sent to the local Information Server from the site selected in the sites
list. This section displays the following information.
Time: displays the date and time of the last message received by the local
Information Server from the site selected in the sites list.
Type: displays the type of data record that was last received by the local
Information Server from the site selected in the sites list.
Adding, Modifying, and Removing Enterprise Site Connections
Enterprise site connections to the local Information Server are setup, modified, and
removed using the Sites tab of the Information Server. All of these actions are
accomplished through the options available in the Site actions... drop-down menu.
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Adding an Enterprise Site Connection
Use the following steps to add an Enterprise site connection to the local
Information Server. Once added, the site is added to the sites list on the Sites tab
of the Information Server interface.
Select the Sites tab in the Information Server interface.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
3. Select Add... from the menu to open the Add Site dialog box.
1.
2.
4.
Enter a unique name for the site in the Site name field.
When an Enterprise site is added, a directory for storing the site data is
created on the local TASKE Server PC. This directory is automatically
assigned the same name as the site. When modifying the site connection
information, the site name is not editable because of the inconsistency it
would create in the directory structure. Local client applications connected
to the Information Server also refer to the remote site by this name. To
change a site name the site must be removed and re-added to the list with
a new name.
5.
Enter the network name of the remote TASKE Server PC in the Server
name field.
Click the Browse... button to search the network (LAN or WAN) for the
remote TASKE Server PC. When the remote PC is found by browsing the
network, the IP address of the PC is automatically entered in the IP
address field.
6.
Enter the IP address of the remote TASKE Server PC in the IP address
field.
If the Server name was found by browsing the network, the IP address of
the remote TASKE Server PC will already be present in the IP address
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field. If this is not the case, click the Auto button to have the IP address
automatically detected based on the server name provided.
7.
Enter the IP port for incoming data from the remote TASKE Server PC in
the IP Port field.
By default, TASKE uses port number 5210 for incoming data from remote
sites. Ensure that no other devices are using port number 5210.
8.
Select the type of the remote PBX from the drop-down list of PBX types.
Once the Enterprise site is added, the PBX type cannot be changed. If the
PBX type must be changed, the Enterprise site must be removed and readded.
9.
Enable the Activate automatically on startup check box to have the site
automatically activated when the local Information Server is started.
By default this check box is enabled. Disabling this check box means that
the user will have to manually activate the site from the Sites tab of the
Information Server.
10.
Click OK to accept the settings for the Enterprise site and add the new site
to the sites list of the Sites tab.
The new site is not activated automatically. The site must be manually activated
to commence the collection of data and the processing of information requests.
When new sites are added, a change is made to the
data directory structure of the local TASKE Server PC.
Under the "SiteData" directory, a directory and data
subdirectories are created for each remote site. This
change allows collected .pbx files from the local and
"remote" sites to be saved locally and used by the
Enterprise Supervisors.
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Modifying an Enterprise Site Connection
Use the following steps to modify the properties of an Enterprise site connection
to the local Information Server.
Select the Sites tab in the Information Server interface.
Select the Enterprise site connection to modify from the sites list.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Edit properties... from the menu to open the Edit Site Properties
dialog box.
1.
2.
3.
This dialog box is identical to the Add Site dialog box. The only exception
is that the Site name and PBX type fields are not editable.
Make the required changes to the editable fields of the Edit Site Properties
dialog box. Refer Adding An Enterprise Site Connection for descriptions of
the fields in this dialog box.
6. Click OK to accept the modifications to the properties of the Enterprise site
connection and close the Edit Site Properties dialog box.
5.
Removing an Enterprise Site Connection
Use the following steps to remove an Enterprise site connection from the local
Information Server.
Select the Sites tab in the Information Server interface.
Select the Enterprise site connection to modify from the sites list.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Remove from the menu to open the TASKE Information Server
dialog box.
1.
2.
3.
This dialog box warns users that removing the site connection will result in
the loss of any historical data for this site on the local TASKE Server PC.
The dialog box also states that removing the site connection will not affect
the data stored at the remote site.
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5.
Click Yes to remove the Enterprise site connection.
Removing the Enterprise site connection removes the site from the sites list in
the Sites tab of the Information Server.
Activating and Deactivating Sites
Enterprise site connections are manually activated and deactivated using the Sites tab
in the Information Server. If a site is activated the Information Server can send and
receive information requests to and from the site. Deactivated sites cannot send
information to or receive information from the Information Server.
Activating an Enterprise Site Connection
Use the following steps to activate an Enterprise site connection.
Select the Sites tab in the Information Server interface.
Select the Enterprise site to activate from the sites list.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Activate from the menu to activate the site. If the site is activated,
the Activate menu option will not be available. The Deactivate option will
be present in place of the Activate option.
1.
2.
3.
The Status section of the Sites tab displays the status of the connection. When
the site is activated the light in the Status section is green with the title "Local site
activated" for the local TASKE site and "Connected to Remote Site" for other
TASKE sites. The date and time the connection commenced are also displayed.
If a site is "Activated" the TASKE Information Server can send and receive
information requests to and from the site.
Deactivating an Enterprise Site Connection
Use the following steps to deactivate an Enterprise site connection.
Select the Sites tab in the Information Server interface.
Select the Enterprise site to activate from the sites list.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Deactivate from the menu to deactivate the site. If the site is
deactivated, the Deactivate menu option will not be available. The Activate
option will be present in place of the Deactivate option.
1.
2.
3.
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The Status section of the Sites tab displays the status of the connection. When
deactivated the light in the status section is gray with the title "Site is inactive".
The date and time the connection commenced are also displayed.
Locking Sites and Disconnecting Clients
Sites can be locked and clients disconnected from the Sites tab of the Information
Server. Maintenance at an Information Server is the main reason for locking a site and
disconnecting the clients. Locking a site and manually disconnecting the clients
provides a polite method for disconnecting service to the clients. Otherwise, clients
would be disconnected without warning and continually attempt to reconnect.
If maintenance is occurring at the local Information Server, all remote sites should be
locked and all clients from all remote sites disconnected. If maintenance is occurring at
a remote Information Server, the site connection at the local Information Server to that
site should be locked and all clients disconnected from the site. Any client with access
to the remote site through a different Information Server will still be able to connect.
It is important to lock a site prior to disconnecting the clients. When clients are
disconnected without locking a site, the client applications will automatically reconnect.
Locking the site prior to disconnecting the clients prevents the client applications from
reconnecting to the site.
Locking an Enterprise Site
Use the following steps to lock an Enterprise site.
Select the Sites tab in the Information Server interface.
Select the Enterprise site to lock from the sites list.
Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Lock from the menu to lock the site. This action prevents new client
connections, but does not affect existing client connections.
1.
2.
3.
When a site is locked, the Sites tab displays a lock icon in the Clients field of the
Details section with the text "<site is locked to new clients>".
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Disconnecting All Clients from an Enterprise Site
Use the following steps to disconnect all clients from an Enterprise site.
Select the Sites tab in the Information Server interface.
Select the Enterprise site from the sites list that all clients will be
disconnected from.
3. Click the Site actions... button on the Sites tab to open the drop-down
menu.
4. Select Disconnect all clients from the menu to disconnect the clients from
the site. Because the site is locked, the clients cannot reconnect.
1.
2.
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TASKE Network Client
The Network Client is a background application that acts as a liaison between client
applications requiring real-time information and the Information Server. When a client
application requiring real-time data launches, it sends a request to the Information
Server through the Network Client application. The request asks the Information Server
for permission to connect and receive data. When the Information Server accepts this
request the client application has full access to the real-time data acquired from the
PBX.
The Network Client application is almost invisible to the user. When the application is
running, an icon is present in the Windows System Tray. To open the Network Client
window, double-click the icon in the System Tray, or right-click the icon and select Open
from the menu.
Network Client System Tray Icon
Using the Network Client Interface
The application window contains a tab for each TASKE client application on the PC that
is currently interfacing with the Information Server. The Network Client automatically
launches when the first of these client applications starts. The title of the application
connected to the Information Server is displayed at the top of the tab. Within the tab, the
status of the connection and information about the last event received by the client is
displayed. When the last of the client applications on the PC is shut down, the Network
Client application automatically shuts down as well.
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Status
The Status section of the Network Client displays the status of the connection
between the client and the Information Server. If the client is connected and
receiving data, a green light is present with the title: Connected to local site. The
date and time indicate when the connection was established. The Server and
Port information provides the IP address of the TASKE Server PC and the Port
number the Server PC is using to receive client requests. If the client is
disconnected, the light turns yellow to indicate a connection problem and the title
changes to: Blocked. The Network Client automatically attempts to reconnect.
Last Message
The Last Message section of the Network Client displays information about the
PBX messages being sent to the client from the Information Server. The Time
section displays the date and time of the last message the client received from
the Information Server. The Type section displays the type of data that was sent
to the client, for instance, and SMDR record. If the client is Blocked the Last sent
time may be earlier than the present time. During a blockage, messages pile up
in the queue until the client re-establishes the connection, or disconnects.
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TASKE Administrator
The TASKE Administrator application is responsible for the development of the TASKE
database, its configuration and maintenance, and the configuration and maintenance of
its associated files. To perform these functions, the Administrator operates in two
modes: Database and Configuration.
The TASKE database is comprised of names, numbers, and other
characteristics of a customer interaction center. These elements are defined
in the Database Mode of the Administrator. The elements defined in the
TASKE database mirror those elements defined in the PBX system.
Registering these parameters and mirroring the PBX database elements enables the
TASKE system to generate reports for the elements of a telephone system used
throughout a company. Use the Administrator to define and maintain the TASKE
database. This is the only TASKE application where database elements are defined,
modified, and deleted.
The Configuration Mode provides maintenance flags and configuration tools
for the database. The interface for this mode is divided into three sections:
Logs, Maintenance, and Alarms. For security purposes, the TASKE Servers
are the only PCs with access to all three sections. On Supervisor PCs only
the Logs section is provided in the Configuration Mode of the Administrator.
Maintenance tools include a system log, alarm parameters set to user specifications
that warn of maintenance needs, and the generation of statistics files. The configuration
tools include an interface for configuring disk storage settings, error log tracking and
ensuring the security of stored records by setting alarms to notify of any abnormalities.
The application may be used routinely for activities such as reading maintenance logs,
archiving, deleting and synchronizing shadow files, as well as performing disk statistics.
Starting the Administrator
The Administrator application is opened from the Windows desktop. Use one of the
following methods to open the application.
Opening the Administrator Using the Start Button
Use the following steps to open the Administrator application using the Start
button on the Windows desktop.
1.
2.
3.
4.
Click Start on the toolbar of the Windows desktop.
Select Programs from the menu.
Select the TASKE 8.0 folder in the list of programs.
Select Administrator from the list of TASKE applications to open the
Administrator application.
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Opening the Administrator from the TASKE Program Folder
Use the following steps to open the Administrator application from the TASKE 8.0
program folder.
Double-click the TASKE 8.0 folder icon on the Windows desktop to open
the TASKE 8.0 folder.
2. Double-click the Administrator icon in the folder to open the Administrator
application.
1.
Using the Menu Bar
The menu bar contains three menus that provide keyboard or mouse access to the
functions of the Administrator. The menus are File, View, and Help.
File Menu
The contents of the File menu vary depending on the Mode. The table below
outlines the menu options for both the Database mode and the Configuration
mode.
Database Mode
Option
Shortcut
Description
Export
N/A
Select this option to open the Export Database
dialog box. Use this dialog box to select the location
and file type of the exported database, as well as the
types of database elements to include in the export.
Exit
N/A
Select this option to close the Administrator
application.
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Configuration Mode
Option
Shortcut
Description
Open
N/A
This option is only available in the Logs section of
the Configuration mode. Select Open to open a
saved TASKE log file. Only files with a .log
extension can be opened.
Save As...
N/A
Select this option to save the log file currently
displayed in the Logs section of the Configuration
mode.
Save
N/A
This option is only available in the Alarms section of
the Configuration mode. Select Save to save
changes to the alarm parameters.
Clear Log...
N/A
This option is only available in the Logs section of
the Configuration mode. Select Clear Log... to clear
the events from the log file. Prior to deleting the
events, the user is prompted to save the log file. To
retain the events, the log file must be saved prior to
clearing the events.
Refresh
N/A
This option is only available in the Logs section of
the Configuration mode. Select Refresh to
immediately update the log with the most recent
events.
Exit
N/A
Select this option to close the Administrator
application.
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TASKE Call Center Management Tools
View Menu
The View menu provides keyboard or mouse access to various sections of the
Administrator interface. The table below outlines the functionality of the View
menu options.
Option
Shortcut
Description
Database
CTRL+D
Select this option to switch to the Database mode.
Configuration CTRL+O
Select this option to switch to the Configuration
mode.
Next Window F2
Move the window focus to the next section of the
Administrator interface. Use the arrow keys to move
throughout the elements of a window section and
the spacebar to select.
Previous
Window
Move the window focus to the previous section of
the Administrator interface. Use the arrow keys to
move throughout the elements of a window section
and the spacebar to select.
Shift+F2
Help Menu
Use the Help menu to access the online help for the Administrator. Additionally,
use this menu to view version and copyright information for the application.
Option
Shortcut
Description
Contents
F1
Select Contents to access the Online Help for the
Administrator application.
About
TASKE ACD
Monitor...
N/A
Select About TASKE Administrator... to view version,
copyright, and lock number information for the
Administrator.
Using the Main Control Panel
The Main Control Panel is located on the left side of the Administrator window. This
section of the window is responsible for:
•
Mode selection
•
Table selection in Database Mode
•
Tool selection in Configuration Mode
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TASKE Call Center Management Tools
Mode Selection
The two buttons located at the top of the Main Control Panel are the mode
selection buttons. These buttons toggle between the Database and Configuration
modes.
Table Selection in Database Mode
In the Database Mode, the Main Control Panel displays a list of
buttons. Each button provides access to a table for the database
element described on the button. The tables are provided in the
display area of the Administrator window. Use these tables to add,
modify, and delete the database elements.
The available tables of database elements are Trunks, Trunk
Groups, Extensions, Extension Groups, Agents, Agent Groups,
Queues, Queue Groups, Qualifier Codes, and DNIS codes. Use
the Spectrum and Options tables to configure the database
options.
Tool Selection in Configuration Mode
In the Configuration Mode, the contents of the Main Control Panel
depends on the installation type of the TASKE software. For
Server installations, the Main Control Panel in the Configuration
Mode displays three buttons: Logs, Maintenance, and Alarms. For
Supervisor installations, the Main Control Panel in the
Configuration Mode displays only the Logs button. This difference
in installation types is a security feature of the ACD ToolBox,
allowing only those authorized to use the Server PC rights to maintaining,
configuring, and setting alarm parameters for the TASKE database and PBX
files.
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TASKE Call Center Management Tools
Selecting a Mode
The Administrator application operates in two modes: Database and Configuration. Use
these modes to build the TASKE database and to maintain and configure its associated
files.
The two buttons located at the top of the Main Control Panel toggle between the
Database and the Configuration modes.
Database Mode
Configuration Mode
The Database Mode is used to construct the TASKE database. The TASKE database is
comprised of names, numbers, and other characteristics of a customer interaction
center. The elements defined in the TASKE database mirror those elements defined in
the PBX system. Registering these parameters and mirroring the PBX database
elements enables the TASKE system to generate reports for the elements of a
telephone system used throughout a company. Use the Administrator to define and
maintain the TASKE database. This is the only TASKE application where database
elements are defined, modified, and deleted.
The Configuration Mode provides maintenance flags and configuration tools for the
database. The interface for this mode is divided into three sections: Logs, Maintenance,
and Alarms. For security purposes, the TASKE Servers are the only PCs with access to
all three sections. On Supervisor PCs only the Logs section is provided in the
Configuration Mode of the Administrator.
Maintenance tools include a system log, alarm parameters set to user specifications
that warn of maintenance needs, and the generation of statistics files. The configuration
tools include an interface for configuring disk storage settings, error log tracking and
ensuring the security of stored records by setting alarms to notify of any abnormalities.
The application may be used routinely for activities such as reading maintenance logs,
archiving, deleting and synchronizing shadow files, as well as performing disk statistics.
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TASKE Call Center Management Tools
Using the Database Mode
The Database Mode allows the design, construction and editing of the TASKE
database. This Includes configuring the number of Trunks, Extensions, Agents, Queues
and Qualifiers in use on a telephone system and establishing groups of these elements
for reporting purposes.
Using the Database Mode Interface
To use the Database Mode, click the Database button on the Main
Control Panel. In Database Mode the Main Control Panel provides
buttons to access the editable tables for the database elements. To
select a table for viewing, click the button for the desired table. The
available tables of database elements are Trunks, Trunk Groups,
Extensions, Extension Groups, Agents, Agent Groups, Queues,
Queue Groups, Qualifier Codes, and DNIS codes. Use the
Spectrum and Options tables to configure the database options.
The selected table appears in the display area that is located to the
right of the Main Control Panel. This area is comprised of two
sections for all tables with the exception of the Spectrum table and
the Options table. These sections are the List Panel and the
Details panel. Both the Spectrum table and the Options table are
comprised of a single section.
List panel
The List panel is the top section of the display area. The panel contains a list of
all defined database elements for the selected table. Each entry in the list
provides the ID Number, Name and Nick Name of the element. To select a
database element from the List panel, click on the entry for the element. When
selected, the List panel entry is highlighted in blue.
Details panel
The Details panel is the bottom section of the display area. This panel provides
detailed information for the record selected in the List panel. As the information
required for each type of database element is unique, the contents of the Details
panel varies for each table. Use the Details panel to create, edit, or delete
database elements. The toolbar at the top of the Details panel provides the tools
for performing these tasks.
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TASKE Call Center Management Tools
Exporting the TASKE Database
Use the following steps to export the TASKE database. Each database element
selected for export is saved in a separate file in the file type and location
selected.
1.
From the Database mode, select Export from the File menu to open the
Export Database dialog box.
2.
Input the path to the exported database files in the Export Path field. The
default location for the files is the root of the TASKE directory.
If desired, click the
location.
3.
button to access the network and select another file
Select a file type for the exported files from the Export As list. The file
formats available for export include:
Ascii
Clarion
Comma Separated
Variable
dBase II
dBase III
dBase IV
HTML Table
Lotus 123 1A
Lotus 123 2.0
Lotus 123 3.0
Lotus 123 4.0
Microsoft Excel 2.1
Microsoft Excel 3.0
Microsoft Excel 4.0 or greater
Print Image
Quattro
Quattro Pro
Quattro Pro 5.0 for Windows
Symphony 1.0
Symphony 1.1
Tab Separated Variable
Word Processing Text
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TASKE Call Center Management Tools
Enable the check boxes of the database elements to export in the Export
section of the dialog box.
5. Disable the check boxes of the database elements not required for export
in the Export section of the dialog box.
6. Click Export to export the selected database elements and close the
dialog box.
4.
Locate the new files in the location specified in the Export Path field. Open the
files using the appropriate application for the file format.
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TASKE Call Center Management Tools
Defining Trunks
Click the Trunks button on the Main Control Panel in Database Mode to display
the Trunks table.
The List panel displays a list of all Trunks defined in the database. If the list is too
long to display all defined Trunks, scroll bars are provided for navigation
throughout the list. The list contains an ID Number, Name and Nick Name for
each Trunk.
ID Number Column - displays unique ID Numbers for each Trunk defined in
the TASKE Database. The ID Number is the key parameter by which the
TASKE Database indexes and tracks Trunk elements.
Name Column - displays the names for each Trunk defined in the TASKE
Database. The Name is a character string which represents the Trunk's full
name for reference purposes and may appear in Trunk reports.
Nick Name Column - displays nicknames for each Trunk defined in the
TASKE Database. The Nick Name is simply an alternate way of naming
Trunk records and may be used in reports.
In the Details panel Trunks may be added, deleted or modified by using the New,
Update and Delete buttons.
The Is a Member Of section of the Details panel lists all Trunk Groups containing
the selected Trunk. To examine one of these Trunks Groups, select the desired
Trunk Group from the Is a Member Of section and click the Go To button. This
action displays the Trunk Groups table with the details of the selected Trunk
Group.
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TASKE Call Center Management Tools
Adding Trunk Entries
Use the following steps to add a trunk entry to the database.
In the Trunk Record Details panel, click the New button.
In the Trunk Record Detail panel, enter the ID, Name, and Nick Name of
the new Trunk Record.
3. Click the Update button.
1.
2.
The Trunk ID in the TASKE database must be identical to the Trunk ID in the
PBX system.
Duplicating a Trunk Entry
Use the following steps to duplicate a Trunk entry. This is useful when creating a
new Trunk entry that is similar to another Trunk.
Choose the Trunk entry to be duplicated from the List panel.
In the Trunk Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing trunks.
3. In the Trunk Record Details panel, click the Update button.
1.
2.
Modifying Trunk Entries
Use the following steps to modify a Trunk entry.
1.
2.
3.
Choose the Trunk entry to be modified from the List panel.
In the Trunk Record Detail panel, modify the Trunk Record.
In the Trunk Record Details panel, click the Update button.
Deleting Trunk Entries
Use the following steps to delete a Trunk entry.
1.
2.
3.
Choose the Trunk entry to be deleted from the List panel.
In the Trunk Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Trunk Groups
Click the Trunk Groups button on the Main Control Panel in Database Mode to
display the Trunk Groups table.
The List panel displays a list of all Trunk Groups defined in the database. If the
list is too long to display all defined Trunk Groups, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each Trunk Group.
ID Number Column - displays unique ID Numbers for each Trunk Group
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Trunk Group elements.
To implement Call Costing in the customer interaction center, it is absolutely
necessary to define the lowest Trunk Group Numbers, such as 1000, 1001,
1002, and 1003 in the TASKE Database as Call Costing Trunk Groups, and
reserve the higher Trunk Group numbers, such as 1010, for reporting
purposes. This is because Call Costing searches for costing information on
Trunk Groups with the lowest Trunk Group numbers.
Name Column - displays the names for each Trunk Group defined in the
TASKE Database. The Name is a character string that represents the Trunk
Group's full name and is for reference purposes and may appear in Trunk
Group reports.
Nick Name Column - displays nicknames for each Trunk Group defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Trunk Group records and may be used in reports.
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TASKE Call Center Management Tools
Use the Details panel to add, delete or modify Trunk Groups by using the New,
Update and Delete buttons.
The Trunk Members section of the Details panel lists all Trunks that are
members of the selected Trunk Group. To examine one of these Trunks, select
the desired Trunk from the Trunk Members section and click the Go To button.
This action displays the Trunks table with the details of the selected Trunk.
Adding Trunk Group Entries
Use the following steps to add a Trunk Group entry to the database.
In the Trunk Group Record Details panel, click the New button.
In the Trunk Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Trunk Group Record.
3. Select the Trunks that belong to the new Trunk Group from the Trunk
Members list.
4. Click the Update button.
1.
2.
Duplicating a Trunk Group Entry
Use the following steps to duplicate a Trunk Group entry. This is useful when
creating a new Trunk Group entry that is similar to another Trunk Group.
Choose the Trunk Group entry to be duplicated from the List panel.
In the Trunk Group Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing trunk groups.
3. In the Trunk Group Record Details panel, click the Update button.
1.
2.
Modifying Trunk Group Entries
Use the following steps to modify a Trunk Group entry.
1.
2.
3.
Choose the Trunk Group entry to be modified from the List panel.
In the Trunk Group Record Detail panel, modify the Trunk Group Record.
In the Trunk Group Record Details panel, click the Update button.
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TASKE Call Center Management Tools
Deleting Trunk Group Entries
Use the following steps to delete a Trunk Group entry.
1.
2.
3.
Choose the Trunk Group entry to be deleted from the List panel.
In the Trunk Group Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Extensions
Click the Extensions button on the Main Control Panel in Database Mode to
display the Extensions table.
The List panel displays a list of all Extensions defined in the database. If the list
is too long to display all defined Extensions, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each Extension.
ID Number Column - displays unique ID Numbers for each Extension
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Extension elements.
Name Column - displays the names for each Extension defined in the
TASKE Database. The Name is a character string which represents the
Extension's full name and is for reference purposes and may appear in
Extension reports.
Nick Name Column - displays nicknames for each Extension defined in the
TASKE Database. The Nick Name is simply an alternate way of naming
Extension records and may be used in reports.
Use the Details panel to add, delete, or modify Extensions by using the New,
Update and Delete buttons.
The Is a Member Of section of the Details panel lists all Extension Groups
containing the selected Extension. To examine one of these Extension Groups,
select the desired Extension Group from the Is a Member Of section and click the
Go To button. This action displays the Extension Groups table with the details of
the selected Extension Group.
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TASKE Call Center Management Tools
Adding Extension Entries
Use the following steps to add an Extension entry to the database.
In the Extension Record Details panel, click the New button.
In the Extension Record Detail panel, enter the ID, Name, Nick Name, and
Port number of the new Extension Record.
3. Click the Update button.
1.
2.
For data collection to occur, the Extension ID in the TASKE database must be
identical to the Extension ID in the PBX system.
Duplicating an Extension Entry
Use the following steps to duplicate an Extension entry. This is useful when
creating a new Extension entry that is similar to another Extension.
Choose the Extension entry to be duplicated from the List panel.
In the Extension Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing extensions.
3. In the Extension Record Details panel, click the Update button.
1.
2.
Modifying Extension Entries
Use the following steps to modify an Extension entry.
1.
2.
3.
Choose the Extension entry to be modified from the List panel.
In the Extension Record Detail panel, modify the Extension Record.
In the Extension Record Details panel, click the Update button.
Deleting Extension Entries
Use the following steps to delete an Extension entry.
1.
2.
3.
Choose the Extension entry to be deleted from the List panel.
In the Extension Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Extension Groups
Click the Extension Groups button on the Main Control Panel in Database Mode
to display the Extension Groups table.
The List panel displays a list of all Extension Groups defined in the database. If
the list is too long to display all defined Extension Groups, scroll bars are
provided for navigation throughout the list. The list contains an ID Number, Name
and Nick Name for each Extension Group.
ID Number Column - displays unique ID Numbers for each Extension Group
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Extension Group elements.
Name Column - displays the names for each Extension Group defined in the
TASKE Database. The Name is a character string that represents the
Extension Group's full name and is for reference purposes and may appear in
Extension Group reports.
Nick Name Column - displays nicknames for each Extension Group defined
in the TASKE Database. The Nick Name is simply an alternate way of naming
Extension Group records and may be used in reports.
Use the Details panel to add, delete or modify Extension Groups by using the
New, Update and Delete buttons.
The Extension Members section of the Details panel lists all Extensions that are
members of the selected Extension Group. To examine one of these Extensions,
select the desired Extension from the Extension Members section and click the
Go To button. This action displays the Extensions table with the details of the
selected Extension.
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TASKE Call Center Management Tools
Adding Extension Group Entries
Use the following steps to add an Extension Group entry.
In the Extension Group Record Details panel, click the New button.
In the Extension Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Extension Group Record.
3. Select the Extensions that belong to the new Extension Group from the
Extension Members list.
4. Click the Update button.
1.
2.
Duplicating an Extension Group Entry
Use the following steps to duplicate an Extension Group entry. This is useful
when creating a new Extension Group entry that is similar to another Extension
Group.
Choose the Extension Group entry to be duplicated from the List panel.
In the Extension Group Record Detail panel, change the ID (this is the
only information that must be changed). Ensure that the new ID does not
conflict with any existing extension groups.
3. In the Extension Group Record Details panel, click the Update button.
1.
2.
Modifying Extension Group Entries
Use the following steps to modify an Extension Group entry.
Choose the Extension Group entry to be modified from the List panel.
In the Extension Group Record Detail panel, modify the Extension Group
Record.
3. In the Extension Group Record Details panel, click the Update button.
1.
2.
Deleting Extension Group Entries
Use the following steps to delete an Extension Group entry.
1.
2.
3.
Choose the Extension Group entry to be deleted from the List panel.
In the Extension Group Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Agents
Click the Agents button on the Main Control Panel in Database Mode to display
the Agents table.
The List panel displays a list of all agents defined in the database. If the list is too
long to display all defined agents, scroll bars are provided for navigation
throughout the list. The list contains an ID Number, Name and Nick Name for
each agent.
ID Number Column - displays unique ID Numbers for each agent defined in
the TASKE Database. The ID Number is the key parameter by which the
TASKE Database indexes and tracks agent elements.
Name Column - displays the names for each agent defined in the TASKE
Database. The Name is a character string which represents the agent's full
name and is for reference purposes and may appear in agent reports.
Nick Name Column - displays nicknames for each agent defined in the
TASKE Database. The Nick Name is simply an alternate way of naming agent
records and may be used in reports.
Use the Details panel to add, delete, or modify agents by using the New, Update
and Delete buttons.
The Is a Member Of section of the Details panel lists all Agent Groups containing
the selected agent. To examine one of these Agent Groups, select the desired
Agent Group from the Is a Member Of section and click the Go To button. This
action displays the Agent Groups table with the details of the selected Agent
Group.
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TASKE Call Center Management Tools
Adding Agent Entries
Use the following steps to add an agent entry to the database.
In the Agent Record Details panel, click the New button.
In the Agent Record Detail panel, enter the ID, Name, and Nick Name of
the new agent record.
3. Click the Update button.
1.
2.
For data collection to occur, the agent ID in the TASKE database must be
identical to the agent ID in the PBX system. An agent Number must be seven
digits or less to be compatible with PBX data record entries.
Creating Secondary Agent IDs
Secondary Agent IDs are a useful tool for providing agents with additional IDs for
reporting purposes. For instance, a call center may have a queue for English
callers, a queue for French callers, and a queue for Spanish callers. A single
agent who is fluent in all of these languages may have to log into any of these
queues to answer calls.
Using secondary agent IDs, the agent can have an ID for each of the three
queues. In this case, the primary ID may be a member of the English queue,
while the two secondary IDs are used for the French and Spanish queues. Each
ID shares the same name and nick name.
Having established these three IDs for a single agent, the supervisor can view
the reports and know the call statistics for this agent in all three languages.
Two secondary agent IDs are provided for each agent in the basic TASKE
license. Contact TASKE to inquire about increasing the number of secondary
agent IDs per agent.
Use the following steps to create a secondary agent ID.
Choose the agent requiring the secondary agent ID from the List Panel.
Input the new ID number under the heading 'Secondary IDs' in the Record
Details Panel. Ensure that the ID number is not used for any other agents.
3. Click Add in the Record Details Panel. The new ID number is added to the
list of secondary agent IDs.
4. Click Update to save the changes to the agent record.
1.
2.
Once the maximum number of secondary agent IDs allowed by the TASKE
license file is reached, the user is prevented from adding additional secondary
IDs.
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TASKE Call Center Management Tools
Duplicating an Agent Entry
Use the following steps to duplicate an agent entry. This is useful when creating
a new agent entry that is similar to another agent.
Choose the agent entry to be duplicated from the List panel.
In the Agent Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing agents.
3. In the Agent Record Details panel, click the Update button.
1.
2.
Modifying Agent Entries
Use the following steps to modify an agent entry.
1.
2.
3.
Choose the agent entry to be modified from the List panel.
In the Agent Record Detail panel, modify the agent record.
In the Agent Record Details panel, click the Update button.
Deleting Agent Entries
Use the following steps to delete an agent entry
1.
2.
3.
Choose the agent entry to be deleted from the List panel.
In the Agent Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Agent Groups
Click the Agent Groups button on the Main Control Panel in Database Mode to
display the Agent Groups table.
The List panel displays a list of all Agent Groups defined in the database. If the
list is too long to display all defined Agents, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each Agent.
ID Number Column - displays unique ID Numbers for each Agent Group
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Agent Group elements.
Name Column - displays the names for each Agent Group defined in the
TASKE Database. The Name is a character string which represents the Agent
Group's full name and is for reference purposes and may appear in Agent
Group reports.
Nick Name Column - displays nicknames for each Agent Group defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Agent Group records and may be used in reports.
Use the Details panel to add, delete or modify Agent Groups by using the New,
Update and Delete buttons.
The Agent Members section of the Details panel lists all agents that are
members of the selected Agent Group. To examine one of these agents, select
the desired agent from the Agent Members section and click the Go To button.
This action displays the Agents table with the details of the selected Agent.
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TASKE Call Center Management Tools
Adding Agent Group Entries
Use the following steps to add an Agent Group entry to the database.
In the Agent Group Record Details panel, click the New button.
In the Agent Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Agent Group Record.
3. Select the Agents that belong to the new Agent Group from the Agent
Members list.
4. Click the Update button.
1.
2.
The Agent Group is a reporting concept for the TASKE Database that identifies a
collection of Agents to be reported on as a single entity. The PBX system does
not employ this concept, and therefore the Agent Group IDs do not have to mirror
any PBX system elements.
Duplicating an Agent Group Entry
Use the following steps to duplicate an Agent Group entry. This is useful when
creating a new Agent Group entry that is similar to another Agent Group.
Choose the Agent Group entry to be duplicated from the List panel.
In the Agent Group Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing agent groups.
3. In the Agent Group Record Details panel, click the Update button.
1.
2.
Modifying Agent Group Entries
Use the following steps to modify an Agent Group entry.
1.
2.
3.
Choose the Agent Group entry to be modified from the List panel.
In the Agent Group Record Detail panel, modify the Agent Group Record.
In the Agent Group Record Details panel, click the Update button.
Deleting Agent Group Entries
Use the following steps to delete an Agent Group entry.
1.
2.
3.
Choose the Agent Group entry to be deleted from the List panel.
In the Agent Group Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Queues
Click the Queues button on the Main Control Panel in Database Mode to display
the Queues table.
The List panel displays a list of all Queues defined in the database. If the list is
too long to display all defined Queues, scroll bars are provided for navigation
throughout the list. The list contains an ID Number, Name and Nick Name for
each Queue.
ID Number Column - displays unique ID Numbers for each Queue defined in
the TASKE Database. The ID Number is the key parameter by which the
TASKE Database indexes and tracks Queue elements.
Name Column - displays the names for each Queue defined in the TASKE
Database. The Name is a character string which represents the Queue's full
name and is for reference purposes and may appear in Queue reports.
Nick Name Column - displays nicknames for each Queue defined in the
TASKE Database. The Nick Name is simply an alternate way of naming
Queue records and may be used in reports.
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TASKE Call Center Management Tools
Use the Details panel to add, delete, or modify Queues by using the New,
Update and Delete buttons.
The Is a Member Of section of the Details panel lists all Queue Groups
containing the selected Queue. To examine one of these Queue Groups, select
the desired Queue Group from the Is a Member Of section and click the Go To
button. This action displays the Queue Groups table with the details of the
selected Queue Group.
Adding Queue Entries
Use the following steps to add a Queue entry to the database.
In the Queue Record Details panel, click the New button.
In the Queue Record Detail panel, enter the ID, Name, Nick Name, and
TSF Time of the new Queue Record.
3. In the Type section, enable the Path or Queue radio button.
1.
2.
Path - select Path to define the routing of calls to an agent group. Select
the agent group from the drop-down list for the Agent Group ID field.
Queue - select Queue to assign one dialable number to all extensions
within an extension group. Select the desired extension group number
from the Extn. Group ID drop-down list.
Input the name of the Schedule Group in the Schedule Group field. This is
the name of the group associated with this Queue in PrimeTime. The
name must be spelled exactly as it is in PrimeTime, including spaces and
punctuation, but it is not case sensitive.
5. Click the Update button.
4.
For data collection to occur, the Queue ID in the TASKE database must be
identical to the Queue ID in the PBX system.
If the Schedule Group name is not input or is incorrect, the real-time adherence
alarms will not function.
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TASKE Call Center Management Tools
Duplicating a Queue Entry
Use the following steps to duplicate a Queue entry. This is useful when creating
a new Queue entry that is similar to another Queue.
Choose the Queue entry to be duplicated from the List panel.
In the Queue Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing Queues.
3. In the Queue Record Details panel, click the Update button.
1.
2.
Modifying Queue Entries
Use the following steps to modify a Queue entry.
1.
2.
3.
Choose the Queue entry to be modified from the List panel.
In the Queue Record Detail panel, modify the Queue Record.
In the Queue Record Details panel, click the Update button.
Deleting Queue Entries
Use the following steps to delete a Queue entry.
1.
2.
3.
Choose the Queue entry to be deleted from the List panel.
In the Queue Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Queue Groups
Click the Queue Groups button on the Main Control Panel in Database Mode to
display the Queue Groups table.
The List panel displays a list of all Queue Groups defined in the database. If the
list is too long to display all defined Queue Group, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each Queue Group.
ID Number Column - displays unique ID Numbers for each Queue Group
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Queue Group Code
elements.
Name Column - displays the names for each Queue Group defined in the
TASKE Database. The Name is a character string which represents the
Queue Group's full name and is for reference purposes and may appear in
Queue Group reports.
Nick Name Column - displays nicknames for each Queue Group defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Queue Group records and may be used in reports.
Use the Details panel to add, delete or modify Queue Groups by using the New,
Update and Delete buttons.
The Queue Members section of the Details panel lists all Queues that are
members of the selected Queue Group. To examine one of these Queues, select
the desired Queue from the Queue Members section and click the Go To button.
This action displays the Queues table with the details of the selected Queue.
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Adding Queue Group Entries
Use the following steps to add a Queue Group entry to the database.
In the Queue Group Record Details panel, click the New button.
In the Queue Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Queue Group Record.
3. Select the Queues that belong to the new Queue Group from the Queue
Members list.
4. Click the Update button.
1.
2.
Duplicating a Queue Group Entry
Use the following steps to duplicate a Queue Group entry. This is useful when
creating a new Queue Group entry that is similar to another Queue Group.
Choose the Queue Group entry to be duplicated from the List panel.
In the Queue Group Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing Queue groups.
3. In the Queue Groups Record Details panel, click the Update button.
1.
2.
Modifying Queue Group Entries
Use the following steps to modify a Queue Group entry.
Choose the Queue Group entry to be modified from the List panel.
In the Queue Group Record Detail panel, modify the Queue Group
Record.
3. In the Queue Group Record Details panel, click the Update button.
1.
2.
Deleting Queue Group Entries
Use the following steps to delete a Queue Group entry.
1.
2.
3.
Choose the Queue Group entry to be deleted from the list.
In the Queue Group Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Defining Qualifier Codes
Qualifier Codes are numbers an Agent enters into the telephone system while
engaged on a Pilot call. The codes flag the call by type so that call statistics can
be collected by the TASKE system for analysis and planning. There are two
types of Qualifier Codes: Verified and Non-Verified.
Verified Qualifier Codes are constructed as multiple pairs of 2 decimal digits. The
first pair of digits forms a primary pair and is typically displayed as a row header
in the Call Account Reports. Secondary pairs of digits typically form a column list;
in effect a matrix is formed. Combining the primary pair with multiple secondary
pairs results in codes of six digits or more.
Non-Verified Qualifier Codes are used in an ad-hoc manner and are free form.
They are used as a convenient mechanism to collate statistics on various types
of calls. The TASKE system performs no verification on them and requires only
that they be constructed in pairs of digits. Because the TASKE system places
virtually no restrictions on the format of Non-Verified Qualifier Codes, the
Qualifier Codes administrator does not apply to them.
The List panel displays a list of all Qualifier Codes defined in the database. If the
list is too long to display all defined Qualifier Codes, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each Qualifier Code.
ID Number Column - displays unique ID Numbers for each Qualifier Code
defined in the TASKE Database. The ID Number is the key parameter by
which the TASKE Database indexes and tracks Qualifier Code elements.
Name Column - displays the names for each Qualifier Code defined in the
TASKE Database. The Name is a character string which represents the
Qualifier Code's full name and is for reference purposes and may appear in
Qualifier Code reports.
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Nick Name Column - displays nicknames for each Qualifier Code defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Qualifier Code records and may be used in reports.
Use the Details panel to add, delete, or modify Qualifier Codes by using the New,
Update and Delete buttons.
Adding Qualifier Code Entries
Use the following steps to add an Qualifier Code entry to the database.
In the Qualifier Code Record Details panel, click the New button.
In the Qualifier Code Record Detail panel, enter the ID, Name, and Nick
Name of the new Qualifier Code Record.
3. Click the Update button.
1.
2.
Duplicating an Extension Entry
Use the following steps to duplicate an Extension entry. This is useful when
creating a new Extension entry that is similar to another Extension.
Choose the Extension entry to be duplicated from the List panel.
In the Extension Record Detail panel, change the ID (this is the only
information that must be changed). Ensure that the new ID does not
conflict with any existing Qualifier Codes.
3. In the Qualifier Code Record Details panel, click the Update button.
1.
2.
Modifying Qualifier Code Entries
Use the following steps to modify an Qualifier Code entry.
Choose the Qualifier Code entry to be modified from the List panel.
In the Qualifier Code Record Detail panel, modify the Qualifier Code
Record.
3. In the Qualifier Code Record Details panel, click the Update button.
1.
2.
Deleting Qualifier Code Entries
Use the following steps to delete an Qualifier Code entry.
1.
2.
3.
Choose the Qualifier Code entry to be deleted from the List panel.
In the Qualifier Code Record Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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Defining Spectrums
The TASKE ToolBox generates various reports that provide a spectrum or profile
of the timing of calls to the customer interaction center. There are three types of
Spectrum settings: Answer Spectrums, Abandon Spectrums, and Interflow
Spectrums.
Click the Spectrums button on the Main Control Panel in Database Mode to
display the Spectrums table in the display area.
For example, the Reports include a Time To Answer spectrum that indicates the
numbers of calls answered between 10 and 20 seconds, between 20 and 30
seconds, and so on. This enables users to compare the spectrum of call
answering with the time delay, and determine the delays faced by most callers.
Answer Spectrum
The Answer Spectrum section allows users to set 10 threshold times for the Time
To Answer spectrum. Each of the 10 threshold times is set to an independent
threshold time (in seconds), with each time getting progressively longer. This
produces the profile of Time To Answer from 0 to "x" seconds. The Spectrum
reports produced indicate the number of calls Answered within each of the
threshold times.
Abandon Spectrum
The Abandon Spectrum section allows users to set 10 threshold times for the
Time To Abandon spectrum. The Spectrum reports produced indicate the
number of calls Abandoned within each of the threshold times. Each of the 10
threshold times is set to an independent threshold time (in seconds), with each
time getting progressively longer. This produces the profile of Time To Abandon
from 0 to "x" seconds.
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Interflow Spectrum
The Interflow Spectrum section allows users to set 10 threshold times for the
Time To Interflow spectrum. The Spectrum reports produced indicate the number
of calls Interflowed within each of the threshold times. Each of the 10 threshold
times is set to an independent threshold time (in seconds), with each time getting
progressively longer. This produces the profile of Time To Interflow from 0 to "x"
seconds.
Updating Spectrum Settings
Use the following steps to update Spectrum settings.
Enter the number of seconds for each threshold time for the Answer,
Abandon, and Interflow Spectrums.
2. Click the Update button.
1.
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Defining Options
The ACD ToolBox provides a wide range of reports that provide statistics on
almost all aspects of the operation of a customer interaction center. The Options
table provides an interface for setting reporting parameters. Click the Options
button on the Main Control Panel in Database Mode to display the Options table
in the display area.
The available reporting options are listed below.
Site Name
Input a name for the site. All reports include the site name in the header of the
report.
Trunk Time to Answer
Trunk Reports list the percentage of calls that are actually answered within "x"
seconds. This value is compared with the target service level. The threshold time
is entered in the Trunk time to answer selection box in seconds, and is reported
under the % Ans'd Before xx Secs column heading in the Reports.
Ignore Abandon Time
Set a threshold time to identify genuine Abandons. These are calls that Abandon
after the threshold time set in the Ignore abandon time selection box. Genuine
Abandons are used in the Service Percentages for the Queue.
Short Talk Time
The ACD ToolBox allows users to identify calls that terminate after a very short
talk time from other calls. The assumption is that a high proportion of very short
Answered calls indicates a potential fault on one or more Trunks. For example, a
faulty Trunk may allow a call to be Answered, but may not provide a satisfactory
audio connection for conversation to take place.
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These calls are reported under the Short Dur'n Calls column heading in the
TASKE Trunk and Trunk Group Reports. The threshold is set in the Short talk
time selection box.
Add Application Port Time to Answer
If the customer interaction center has implemented an automatic answering
function, then a call may be answered within seconds. However, this is not the
time that the caller perceives as the Time to Answer, since the caller may have to
wait an additional period of time after the automatic answer before reaching an
Agent.
To obtain a true measure of the time that it takes to reach the Agent, the TASKE
system takes into account both time periods. Enabling the Add Application Port
Time to Answer check box instructs the ACD ToolBox to add the Time to Answer
for the automatic answering device to the Trunk Time to Answer.
Week Starts
The TASKE ToolBox enables users to produce Daily Reports by Day of Week.
The setting of the Week Starts selection box determines which day is the start of
the work week.
Start Time / End Time
Use the Start Time and End Time fields to define the hours that encompass the
reporting period for a day. Input the times using the 12-hour clock in HH:MM:SS
AM/PM time format.
Updating Options Settings
Use the following steps to update Options settings.
1.
2.
Change the desired Options settings.
Click the Update button.
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Defining DNIS Numbers
DNIS is an acronym for Dialed Number Identification Service. DNIS is a service
in which the telephone company transmits an identification number to a PBX
receiving a call. The identification number is typically the last four digits which the
Caller dialed, but may be the whole number or may be a translated number. This
filter allows users to extract call records based on the number dialed by the
Caller. Reports can be generated for Queues and Queue Groups using DNIS
information. In a DNIS Report, nick names appear for each DNIS. These nick
names must be set up in the TASKE Administrator.
Click the DNIS button on the Main Control Panel in Database Mode to display the
DNIS table.
The List panel displays a list of all DNIS numbers defined in the database. If the
list is too long to display all defined DNIS numbers, scroll bars are provided for
navigation throughout the list. The list contains an ID Number, Name and Nick
Name for each DNIS number.
ID Column - displays the ID for each DNIS entry defined in the TASKE
Database. The ID is the key parameter by which the TASKE Database
indexes and tracks DNIS elements.
Name Column - displays names for each DNIS entry defined in the TASKE
Database. The Name is a character string which represents the DNIS entry's
full name and is for reference purposes and may appear in DNIS reports.
Nick Name Column - displays nickname for each DNIS entry defined in the
TASKE Database. The Nick Name is simply an alternate way of naming DNIS
elements and is used in Queue and Queue Group reports.
Use the Details panel to add, delete, or modify DNIS numbers by using the New,
Update and Delete buttons.
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Adding DNIS Entries
Use the following steps to add a DNIS entry to the database.
In the DNIS Details panel, click the New button.
In the DNIS Details panel, enter the ID, Name, and Nick Name of the new
DNIS record.
3. Click the Update button.
1.
2.
Duplicating a DNIS Entry
Use the following steps to duplicate an DNIS entry. This is useful when creating a
new DNIS entry that is similar to another DNIS entry.
Choose the DNIS entry to be duplicated from the List panel.
In the DNIS Details panel, change the ID (this is the only information that
must be changed). Ensure that the new ID does not conflict with any
existing agents.
3. In the DNIS Details panel, click the Update button.
1.
2.
Modifying DNIS Entries
Use the following steps to modify a DNIS entry.
1.
2.
3.
Choose the DNIS entry to be modified from the List panel.
In the DNIS Detail panel, modify the DNIS Record.
In the DNIS Details panel, click the Update button.
Deleting DNIS Entries
Use the following steps to delete a DNIS entry.
1.
2.
3.
Choose the DNIS entry to be deleted from the list.
In the DNIS Details panel, click the Delete button.
Click Yes in the confirmation box that displays to continue with the Delete.
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TASKE Call Center Management Tools
Using the Configuration Mode
Configuration Mode allows users to perform file maintenance, set alarms and view logs
for the TASKE Administrator Database. To use the TASKE Administrator in
Configuration Mode, click on the Configuration icon on the Main Control Panel.
Using the Configuration Mode Interface
The Configuration Mode provides maintenance flags and
configuration tools for the database. The interface for this mode is
divided into three sections: Logs, Maintenance, and Alarms. For
security purposes, the TASKE Servers are the only PCs with
access to all three sections. On Supervisor PCs only the Logs
section is provided in the Configuration Mode of the Administrator.
Maintenance tools include a system log, alarm parameters set to user
specifications that warn of maintenance needs, and the generation of statistics
files. The configuration tools include an interface for configuring disk storage
settings, error log tracking and ensuring the security of stored records by setting
alarms to notify of any abnormalities. The application may be used routinely for
activities such as reading maintenance logs, archiving, deleting and
synchronizing shadow files, as well as performing disk statistics.
Logs
The Logs section displays a log of system events that include Collector events
and any errors and alarms that occur. This log allows for the tracking and
reporting of any errors or significant events that are encountered by the TASKE
system.
Maintenance
The Maintenance tool contains two panels in the display area. The top panel
displays current statistics on file space and disk space for the TASKE Server PC.
Display various statistics by choosing the statistical criteria from the Display
Usage drop down list.
The lower panel displays tabs that contain controls for archiving, deleting and
synchronizing shadow files. Using the tabs, these tasks can be scheduled to run
automatically or they can be performed immediately by setting the required
parameters and clicking the button to perform the task manually. For instance,
click the Archive Now... button on the Archive Files tab, click the Delete Now...
button on the Manually Delete Files tab, or click the Synchronize Now button on
the Synchronize Shadow Files tab to manually perform these tasks.
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Alarms
The Alarms section provides the interface for setting alarm parameters. The
alarms notify users when the Collector is not receiving data records, or if the
available disk space falls below an acceptable level. Both of these alarms are
based on user-defined thresholds. To disable the alarms, set the threshold
values to zero.
Using the Event Log
The Logs section of the Configuration Mode displays a log of system events that
include Collector events and any errors and alarms that occur. This log allows for
the tracking and reporting of any errors or significant events that are encountered
by the TASKE system.
When errors or significant events occur in the TASKE applications, users are
directed to the Log file for details. This Logs section of the Configuration Mode is
the area to which these applications are referring. Each log entry contains the
application where the event occurred, the date of the event, the time of the event,
and a description of what occurred.
Occasionally it will be necessary to save the log file and clear the events. The log
file records all system events and can become very large. Although the actual file
size may not be large, the number of records in the file may make it difficult to
find recent events. By saving the log file and clearing the events, the user is able
to retain the events in the saved .log file and start a new log file by clearing the
log.
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Saving the Log File
Use the following steps to save the log file.
Click the Logs button on the Main Control Panel to display the log.
Select Save As... from the File menu to open the Save As dialog box.
Select the desired location for the log file on the PC or network from the
Save in: drop-down list. This list provides the available PC and network
locations for saving the file. The default location for the log files is the root
of the TASKE directory.
4. Input a name for the log file in the File name: field.
5. Ensure the file type in the Save as type field is: Log Files (*.log).
6. Click OK to save the log file.
1.
2.
3.
Clearing the Log
Use the following steps to clear the events in the log file. Before performing this
task, the log file must be saved or the events will be lost.
Click the Logs button on the Main Control Panel to display the log.
Select Clear Log... from the File menu to open the TASKE Administrator
dialog box.
3. Click Yes to open the Save As dialog box and save the log file. The log file
is cleared after the file is saved. Or Click No to immediately clear the log
file without saving.
1.
2.
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TASKE Call Center Management Tools
Using the Maintenance Tool
The Maintenance section of the Configuration Mode provides the interface for
maintaining the TASKE files on the PC. Use this tool to view file statistics and
manage files using the archiving, deleting, and shadow file synchronization
utilities.
The Maintenance tool contains two panels in the display area. The top panel
displays current statistics on file space and disk space for the TASKE Server PC.
Display various statistics by choosing the statistical criteria from the Display
Usage drop down list.
The lower panel displays tabs that contain controls for archiving, deleting and
synchronizing shadow files. Using the tabs, these tasks can be scheduled to run
automatically or they can be performed immediately by setting the required
parameters and clicking the button to perform the task manually. For instance,
click the Archive Now... button on the Archive Files tab, click the Delete Now...
button on the Manually Delete Files tab, or click the Synchronize Now button on
the Synchronize Shadow Files tab to manually perform these tasks.
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TASKE Call Center Management Tools
Examining Disk and File Statistics
The top panel of the Maintenance Tool in Configuration Mode provides general
disk statistics for the drive where the TASKE files reside and very specific
statistics for the various types of TASKE files and the amount of disk space they
are using. These statistics are only available from the TASKE Server PC.
General disk statistics for the drive where the TASKE files reside are provided in
the Disk Statistics For... section of the panel. Three statistics are provided. These
statistics are: Total Disk Space, Estimated Days Remaining, and Free Disk
Space.
Total Disk Space - displays the total (used and unused) disk space, in
kilobytes, that is available on the drive where the TASKE files reside.
Estimated Days Remaining - based on the current rate of disk usage for the
TASKE files, this feature displays the estimated number of days remaining
that TASKE will have enough disk space to continue producing logs and files
until more free disk space is required.
Free Disk Space - displays the amount of free (available for use) disk space,
in kilobytes, that is currently available on the drive where the TASKE files
reside.
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TASKE Call Center Management Tools
Display statistics for the data files on the TASKE Server PC by choosing various
types of statistics from the Display Usage drop-down list in the top panel of the
Maintenance Tool. The pie chart in the panel provides a graphical breakdown of
the statistic type selected in the Display Usage drop-down list. See below for
descriptions of the available options in the Display Usage drop-down list.
Entire Disk - displays the free disk space available on the drive where the
TASKE files reside (red section of pie chart), the amount of disk space the
TASKE files are currently using (green section of pie chart), and the amount
of disk space occupied by non-TASKE files (blue section of pie chart).
TASKE Files - displays the space occupied by Compressed files (red section
of pie chart), Daily Summary files (green section of pie chart), Weekly
Summary files (blue section of pie chart), Monthly Summary files (yellow
section of pie chart), and Yearly Summary files (cyan section of pie chart).
PBX Data Files - displays the space occupied by PBX Data Files that are
newer (red section of the pie chart) and older (green section of the pie chart)
than the threshold value of days set for Data Files Older Than field of the
Thresholds (In Days) section of the panel. The default value of this threshold
is seven days.
Daily Files - displays the space occupied by Daily Summary files that are
newer (red section of the pie chart) and older (green section of the pie chart)
than the threshold value of days set for Daily Files Older Than field of the
Thresholds (In Days) section of the panel. The default value of this threshold
is 365 days.
Weekly Files - displays the space occupied by Weekly Summary files that
are newer (red section of the pie chart) and older (green section of the pie
chart) than the threshold value of days set for Weekly Files Older Than field
of the Thresholds (In Days) section of the panel. The default value of this
threshold is 365 days.
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Monthly Files - displays the space occupied by Monthly Summary files that
are newer (red section of the pie chart) and older (green section of the pie
chart) than the threshold value of days set for Monthly Files Older Than field
of the Thresholds (In Days) section of the panel. The default value of this
threshold is 365 days.
Year to Date Files - displays the space occupied by Year-to-Date Summary
files that are newer (red section of the pie chart) and older (green section of
the pie chart) than the threshold value of days set for Year to Date Files Older
Than field of the Thresholds (In Days) section of the panel. The default value
of this threshold is 365 days.
Setting Thresholds for TASKE Files
The Thresholds (In Days) section of the Maintenance tool allows users to set
thresholds for the PBX data files, various types of summary files, and shadow
files. The thresholds indicate when it is time to archive and delete these files. The
Thresholds (In Days) section is located in the top panel of the Maintenance tool.
Using this tool helps to keep the files on the TASKE Server current and aids in
the efficient use of disk space.
Set thresholds for the following file types:
PBX Data Files
Daily Summary Files
Weekly Summary Files
Monthly Summary Files
Year-to-Date Summary Files
Shadow Files
The thresholds can be any number of days within the range of 0 to 365. These
threshold values determine when files are archived and deleted. Those files
exceeding the threshold are automatically archived and deleted if set up to do so,
and these are also the files that are archived and deleted if the procedure is
completed manually.
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TASKE Call Center Management Tools
Use the following steps to set thresholds for the TASKE files.
Locate the Thresholds (In Days) section of the Maintenance Tool. This is
located in the top panel of the Maintenance Tool.
2. For each file type, input the number of days for each threshold. The
threshold range for each file type is 0 to 365 days.
3. Click the Apply button to save the changes.
1.
Archiving PBX Data Files
Archiving PBX data files that exceed the threshold set in the top panel of the
Maintenance tool allows the files to be retained while creating more space for the
new data files and logs. Once files have been archived, the TASKE Administrator
recalculates the current disk usage and displays the information in the Disk
Statistics panel of the TASKE Administrator window.
Archiving PBX data files only increases disk space if the original files are deleted
after archiving.
Archived files are placed in the same directory as the source file. Archiving
compresses the source files and renames the files with a new extension (.zip).
This type of compression is a standard compression that applications such as
WinZip® will decompress. Archive files manually or schedule the archive to be
performed automatically. Once archived, the Reports application is still able to
produce reports on the data in the compressed files. The Reports application is
capable of reading data from archived files.
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Archiving Files Automatically
Use the following steps to archive PBX data files automatically.
Select the Archive Files tab in the lower panel of the Maintenance tool.
Ensure that the threshold value (in days) is correct in the Archive Files
Older Than field. This is not an editable field. If the value is incorrect, the
threshold must be changed in the Thresholds (In Days) section of the top
panel.
3. Locate the Automatic Archive section of the tab
4. Enable the Automatically Archive Data Files checkbox. This opens the
Schedule Auto Archive / Delete / Sync dialog box.
1.
2.
If the schedule has already been defined in the Automatically Delete Files tab
or the Synchronize Shadow Files tab, the schedule does not have to be
altered. All of these tasks must be performed at the same time and share the
same schedule. If this is the case, click Cancel in the Schedule Auto Archive /
Delete / Sync dialog box and continue to step 14.
Select a time from the Run File Maintenance at drop-down list. This sets
the time for all scheduled activities for the files (archiving, deleting,
synchronizing shadow files).
6. Enable the check boxes for the days of the week to perform the automatic
archiving, deleting, and synchronization of the shadow files.
7. Click the Set Password... button to open the Set Password dialog box.
This is where the log-in information is defined for the PC to log itself into
the network at the time to perform the scheduled activities.
5.
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8.
9.
10.
11.
12.
13.
14.
15.
Verify the network ID for the PC in the Account field.
Input the network password for the PC in the password field.
Re-enter the network password for the PC in the Confirm Password field.
Click OK to confirm the network log-in information and close the Set
Password dialog box.
Click OK in the Schedule Auto Archive / Delete / Sync dialog box to
confirm all changes and close the dialog box.
If desired, enable the Delete Originals after Archiving check box. Enabling
this check box means that the original files are deleted as they are
archived. This reclaims the space on the hard disk that was previously
occupied by the original files.
Click either the Logs or Alarms button on the Main Control Panel to open
the TASKE Administrator dialog box. This dialog box prompts users to
save the new archive settings.
Click OK to save the schedule for archiving files.
Archiving Files Manually
Use the following steps to archive PBX data files manually.
1.
2.
3.
4.
5.
6.
Select the Archive Files tab in the lower panel of the Maintenance tool.
Ensure that the threshold value (in days) is correct in the Archive Files
Older Than field. This is not an editable field. If the value is incorrect, the
threshold must be changed in the Thresholds (In Days) section of the top
panel.
Locate the Manual Archive section of the tab.
If desired, enable the Delete Originals after Archiving check box. Enabling
this check box means that the original files are deleted as they are
archived. This reclaims the space on the hard disk that was previously
occupied by the original files.
Click the Archive Now... button to open the TASKE Administrator dialog
box.
Click Yes to archive the files.
Manually Deleting Data and Summary Files
Deleting files purges the disk of old data files, creating space for new data files
and log entries. Once files have been deleted, the Administrator recalculates the
current disk usage and displays the information in the Disk Statistics panel of the
Maintenance tool.
The Manually Delete Files tab in the bottom panel of the Maintenance tool
provides the interface for the immediate deletion of PBX data files and summary
files. On this tab, users choose to delete all files exceeding their threshold value,
or select the types of files to delete. Each file type is associated with a threshold
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TASKE Call Center Management Tools
value that is measured in days. The thresholds are defined in the Thresholds (In
Days) section of the Maintenance tool. Those files within the selected file types
that exceed the number of days defined by the threshold are deleted. For
instance, assume the threshold value for the Weekly Summary files is set to 10
days. Selecting the Weekly Summary files for deletion and clicking the Delete
Now... button will delete any Weekly Summary files that are older than 10 days.
Caution is required when deleting files. This is a permanent and irreversible act
that removes the files and the information they contain from the system. To retain
the files in a compressed format and delete the original files, archive the files
prior to deletion.
Deleting All Files Exceeding a Threshold
Use the following steps to delete all files exceeding a threshold.
1.
2.
3.
4.
5.
Select the Manually Delete Files tab in the lower panel of the Maintenance
tool.
Ensure that the threshold value (in days) is correct for each file type. If
thresholds are incorrect, the threshold values must be changed in the
Thresholds (In Days) section of the top panel.
Enable the Delete All Files Exceeding Their Threshold radio button.
Click Delete Now... to open the TASKE Administrator dialog box.
Click Yes to confirm the deletion.
Deleting Specific File Types Exceeding a Threshold
Use the following steps to delete selected files exceeding a threshold.
Select the Manually Delete Files tab in the lower panel of the Maintenance
tool.
2. Ensure that the threshold value (in days) is correct for each file type. If
thresholds are incorrect, the threshold values must be changed in the
1.
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Thresholds (In Days) section of the top panel.
3. Enable the Delete Selected Files Exceeding Their Threshold radio button.
4. In the list of file types, enable the check box of each file type to delete.
The file types available for deletion are:
a.
b.
c.
d.
e.
f.
5.
6.
PBX Data Files
Daily Summary Files
Weekly Summary Files
Monthly Summary Files
Year-to-date Summary Files
Shadow Files
Click Delete Now... to open the TASKE Administrator dialog box.
Click Yes to confirm the deletion.
Automatically Deleting Data and Summary Files
Deleting files purges the disk of old data files, creating space for new data files
and log entries. Once files have been deleted, the Administrator recalculates the
current disk usage and displays the information in the Disk Statistics panel of the
Maintenance tool.
The Automatically Delete Files tab in the bottom panel of the Maintenance tool
provides the interface for scheduling the deletion of PBX data files and summary
files. On this tab, users select the types of files to delete. Each file type is
associated with a threshold value that is measured in days. The thresholds are
defined in the Thresholds (In Days) section of the Maintenance tool. Those files
within the selected file types that exceed the number of days defined by the
threshold are automatically deleted when the scheduled task runs. For instance,
assume the threshold value for the Weekly Summary files is set to 10 days.
Selecting the Weekly Summary files for deletion means that any Weekly
Summary files that are older than 10 days will be deleted when the system runs
the scheduled task to delete the files.
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Caution is required when deleting files. This is a permanent and irreversible act
that removes the files and the information they contain from the system. To retain
the files in a compressed format and delete the original files, archive the files
prior to deletion.
Scheduling Files for Deletion
Use the following steps to schedule the deletion of selected files exceeding a
threshold.
Select the Automatically Delete Files tab in the lower panel of the
Maintenance tool.
2. Ensure that the threshold value (in days) is correct for each file type. If
thresholds are incorrect, the threshold values must be changed in the
Thresholds (In Days) section of the top panel.
3. Enable the Auto Delete TASKE Files check box.
4. In the list of file types, enable the check box of each file type to schedule
for deletion.
1.
The file types available for deletion are:
a.
b.
c.
d.
e.
f.
PBX Data Files
Daily Summary Files
Weekly Summary Files
Monthly Summary Files
Year-to-date Summary Files
Shadow Files
If the schedule has already been defined in the Archive Files tab or the
Synchronize Shadow Files tab, the schedule does not have to be altered. All of
these tasks must be performed at the same time and share the same schedule. If
this is the case, click Cancel in the Schedule Auto Archive / Delete / Sync dialog
box and continue to step 13.
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5.
Click Edit Schedule... to open the Schedule Auto Archive / Delete / Sync
dialog box.
Select a time from the Run File Maintenance at drop-down list. This sets
the time for all scheduled activities for the files (archiving, deleting,
synchronizing shadow files).
7. Enable the check boxes for the days of the week to perform the automatic
archiving, deleting, and synchronization of the shadow files.
8. Click the Set Password... button to open the Set Password dialog box.
This is where the log-in information is defined for the PC to log itself into
the network at the time to perform the scheduled activities
6.
.
Verify the network ID for the PC in the Account field.
Input the network password for the PC in the password field.
Re-enter the network password for the PC in the Confirm Password field.
Click OK to confirm the network log-in information and close the Set
Password dialog box.
13. Click OK in the Schedule Auto Archive / Delete / Sync dialog box to
confirm all changes and close the dialog box.
14. Click either the Logs or Alarms button on the Main Control Panel to open
the TASKE Administrator dialog box. This dialog box prompts users to
save the new settings for automatic deletion.
15. Click OK to save the schedule for deleting files.
9.
10.
11.
12.
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Synchronizing Shadow Files
A Shadow drive is a redundant file saving mechanism for TASKE systems using
a remote LAN file server. When a TASKE system is setup to save to a Shadow
drive, the PBX data files are stored to the Shadow drive and the remote file
server simultaneously. Generally, the Shadow drive is a local hard drive on the
TASKE Server PC, while the main drive that stores all TASKE files is a hard drive
on the remote file server.
The Maintenance tool in the Administrator application provides the tools to check
the integrity of the files on the remote file server with those saved to the Shadow
drive through a file synchronization process. This process compares the file on
the Shadow drive with the file stored on the network. If a file does not exist on the
network, it is copied from the Shadow drive to the network. If a file differs in size,
the Shadow drive file is copied to the network. This process protects the system
from file errors induced by network problems.
Enabling a Shadow Drive
Use the following steps to define a shadow drive location on the TASKE Sever
PC.
Select the Synchronize Shadow Files tab in the lower panel of the
Maintenance tool.
2. Enable the Enable Shadowing check box.
3. Define the path for the Shadow drive in the Shadow Directory field. By
default this directory is \taske\shadow. Click the Browse button to look for
another directory or enter the new path in the field.
4. When leaving the Maintenance tool, the TASKE Administrator dialog box
will open, indicating that the changes should be saved. Click Yes to save
the Shadow drive setup.
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Manually Synchronizing Shadow Files
Use the following steps to manually synchronize Shadow files with those files on
the remote file server. These steps assume the Shadow drive is already enabled.
Select the Synchronize Shadow Files tab in the lower panel of the
Maintenance tool.
2. Select the files to synchronize from the Shadow Files list in the Manual
File Synchronization section of the tab and click the appropriate button to
move the files to the Sync to Server list. See the options below.
1.
To select all files for synchronization, click the Add All >> button to
move all files from the Shadow Files list to the Sync To Server list.
b. To select multiple files grouped together, SHIFT + click the first and
last files in the group. Click the Add > button to move the selected
files to the Sync to Server list.
c. To select multiple files that are not grouped together, CTRL + click
each of the desired files. Click the Add > button to move the
selected files to the Sync to Server list.
a.
To remove all the files from the Sync To Server list, click the << Remove
All button.
To select specific files to remove from the Sync To Server list, use the
same selection methods as above and click the < Remove button.
3.
Click the Synchronize Now button to start the synchronization. The
TASKE Administrator dialog box opens when the synchronization is
complete. Click OK to acknowledge that the synchronization is complete
and close the dialog box.
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Automatically Synchronizing Shadow Files
Use the following steps to automatically synchronize Shadow files with those files
on the remote file server. These steps assume the Shadow drive is already
enabled.
Select the Synchronize Shadow Files tab in the lower panel of the
Maintenance tool.
2. Enable the Enable check box in the Automatic File Synchronization
section of the tab.
1.
3.
Click the Edit Schedule... button to open the Schedule Auto Archive /
Delete / Sync dialog box.
If the schedule has already been defined in the Archive Files tab or the
Automatically Delete Files tab, the schedule does not have to be altered. All of
these tasks must be performed at the same time and share the same schedule. If
this is the case, do not click the Edit Schedule... button and continue to step 13.
Select a time from the Run File Maintenance at drop-down list. This sets
the time for all scheduled activities for the files (archiving, deleting,
synchronizing shadow files).
5. Enable the check boxes for the days of the week to perform the automatic
archiving, deleting, and synchronization of the shadow files.
6. Click the Set Password... button to open the Set Password dialog box.
This is where the log-in information is defined for the PC to log itself into
the network at the time to perform the scheduled activities.
4.
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Verify the network ID for the PC in the Account field.
Input the network password for the PC in the password field.
Re-enter the network password for the PC in the Confirm Password field.
Click OK to confirm the network log-in information and close the Set
Password dialog box.
11. Click OK in the Schedule Auto Archive / Delete / Sync dialog box to
confirm all changes and close the dialog box.
12. Click either the Logs or Alarms button on the Main Control Panel to open
the TASKE Administrator dialog box. This dialog box prompts users to
save the new archive settings.
13. Click OK to save the schedule for synchronizing Shadow files.
7.
8.
9.
10.
Setting Alarms
The Alarms section of the Configuration Mode provides the interface for setting
alarm parameters for data collection and available disk space.
The alarms notify users when the Collector is not receiving data records, or if the
available disk space falls below an acceptable level. Both of these alarms are
based on user-defined thresholds. To disable the alarms, set the threshold
values to zero.
Setting Collector Alarms
The Alarms section of the Configuration mode provides the interface for defining
parameters for Collector alarms. The Collector is a background utility of the ACD
ToolBox that collects the data records from the PBX system.
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The Collector monitors the connection to the PBX system and observes its data
stream. Through its monitoring and observations, the Collector is able to verify
the integrity of the data stream by timing the rate of arrival of event records. If
data is not received from the PBX system within a user specified time threshold
the Collector raises an alarm.
All potential data loss alarms are recorded, however, to avoid raising an alarm
when there is no one available to respond to the situation, enter a time range for
raising alarms. For instance, if the business hours for the customer interaction
center are from 8 AM to 6 PM, set these as the hours for raising data alarms. For
alarms that are raised outside of these hours, users must refer to the Log file.
Setting Parameters for Collector Alarms
Use the following steps to set the parameters for the Collector alarms.
1.
2.
3.
4.
5.
In the Configuration mode, click the Alarms button to display the Collector
and disk alarm parameters in the display area.
Locate the Collector - Raise an Alarm If... section of the Alarms tool. This
area contains the alarm settings for the Collector alarms.
The first field requires the number of seconds the system should wait for
new SMDR data records from the PBX. If no data records are received
from the PBX within the specified number of seconds, the system raises a
Collector alarm. Setting this value to 0 disables the alarm.
The next two fields require the start time and the end time that define the
time range for raising data alarms. Enter the start time in the first field and
the end time in the second field. Both times must be in HH:MM format,
using the 24-hour clock.
Click the Save Changes button to save the new Collector alarm settings.
Setting Disk Space Alarms
The Alarms section of the Configuration mode provides the interface for defining
disk space alarms. Using the disk space alarm parameters the Administrator
monitors the available disk space to ensure it has sufficient space to handle the
expected data records from the PBX system.
The TASKE system stores all records received from the PBX system. Even for
small customer interaction centers, this can be a large number of records every
day. Despite the data compression techniques available, TASKE does require a
large disk for storage.
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To prevent potential data loss due to insufficient storage space, TASKE provides
a disk audit function that notifies users when the available disk space is running
low. The disk audit function monitors the percentage of available disk space.
When this percentage falls below a user specified amount, the system raises an
alarm.
When determining the percentage to set for the disk space alarm, consider the
following:
the amount of disk space the data records generally use on a daily basis,
and
b. the amount of time it will take to off-load some of the information on the
disk and make room for new data.
a.
The top panel of the Maintenance tool in the Configuration mode provides disk
statistics. Review these statistics to determine the amount of disk space the data
records consume in an average day.
When an alarm is activated, clear it by removing unnecessary information from
the disk. This may include unnecessary programs (do not remove TASKE
applications) or old data files that have been archived or are no longer needed.
To remove data files from the disk, use the Manually Delete Files tab in the
Maintenance tool.
Prior to deleting programs or files from the disk, contact the system administrator
to ensure that these programs and files are not needed.
Setting Disk Space Alarm Parameters
Use the following steps to set the disk space alarm parameter.
In the Configuration mode, click the Alarms button to display the Collector
and disk alarm parameters in the display area.
2. Locate the Disk - Raise an Alarm If... section of the Alarms tool. This area
contains the alarm setting for the disk space alarm.
3. In the editable field, input a percentage for the disk space. When the disk
space falls below the percentage entered in this field, the system will raise
an alarm. This must be a value in the range of 0 to 100.
1.
a.
b.
4.
Setting this value to 0 disables the alarm.
Setting this value to 100 means that the system will raise an alarm
the moment the disk space falls below 100%.
Click the Save Changes button to save the new disk space alarm setting.
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Administrator Glossary
Term
Definition
Account Code
Account Codes are numbers an Agent enters in the system while
engaged on a Queue call. The purpose is to flag a call by type so
that call statistics can be collected by the TASKE system for
analysis and planning.
The fields that are applicable to Verified Call Activity Account Codes
are: the Call Account Code Number, Name and Nick Name. A Call
Account Code Number must be four (4) digits or less.
Verified Account Codes are constructed as multiple pairs of 2
decimal digits. The first pair of digits forms a primary pair and is
typically displayed as a row header in the Call Account Reports.
Secondary pairs of digits typically form a column list; in effect a
matrix is formed. Combining the primary pair with multiple
secondary pairs results in codes of six digits or more.
Non-Verified Account Codes are used in an ad-hoc manner and are
free form. They are used as a convenient mechanism to collate
statistics on various types of calls. The TASKE system performs no
verification on them and requires only that they be constructed in
pairs of digits. Because the TASKE system places virtually no
restrictions on the format of Non-Verified Account Codes, the
Account Codes administrator does not apply to them.
Agent Group
A group of Agents used as the resource to handle incoming
telephone calls depending on the Queue the caller is on. Agent
Groups are also used for reporting purposes.
DNIS
DNIS is an acronym for Dialed Number Identification Service. DNIS
is a service in which the telephone company transmits an
identification number to a PBX receiving a call. The identification
number is typically the last four digits the Caller dialed, but may be
the whole number or may be a translated number.
Extension
The telephone connected to the telephone system is described as
an Extension or Station. In principle, the telephone operates in the
same way as the telephone in your home, and may in fact be the
same type of telephone instrument. The telephones that are used in
the business environment, particularly the telephones that are used
in customer interaction centers, may also be more sophisticated
than typical residential telephones.
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Term
Definition
Extension
Group
Extensions may be placed in groups to form Extension Groups. The
use of a group enables calls to be addressed to all Extensions of a
group, rather than trying one Extension after another to find one
free.
Queue
From a telephone perspective, a Queue is an access code. From a
TASKE perspective, a Queue is what shows up in the data records.
The TASKE system employs a Queue concept, where a Queue is
primarily a means of providing an address mechanism for Extension
Groups. The Queue enables one dialable number to represent all
Extension members of a Group. The Queues that are used in the
telephone system are dialable address numbers that correspond to
telephone Hunt Groups.
Queue Group
Queues are placed in Queue Groups, in the same manner that
Trunks and Extensions are grouped. This effectively enables
"super-addresses" to be formed, where one Queue Group
represents multiple answering points for reporting purposes. This
provides powerful and flexible reporting mechanisms to be
developed and used within the TASKE system.
Shadow File
The TASKE ToolBox network may run with a shadow disk function,
where each record received from the Telephone System is written
both to a network file server (used to share TASKE data files) and
to the shadow directory (not necessarily "local", it may be located
on another hard drive). This double storage of records provides you
with a duplicate copy of the data records that are received from the
Telephone System.
Typically, the shadow drive would be a local hard drive resident on
the TASKE Network Server, and the primary drive (storing all
TASKE data files) would be a hard drive resident on a separate
network file server.
The shadow drive is used as a backup mechanism and stores data
for a relatively short period of time, such as 30 days. This usually
provides a long enough period for you to determine if the data on
the primary network file server is accurate.
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Term
Definition
Trunk
A Trunk is a telephone circuit from the local Central Office to your
telephone system, and is similar to the telephone line from the
Central Office to your house or the telephone line from the
telephone system to your desk. That is, a Trunk is a connection
between two telephone switching systems, while a line is a
connection between a telephone switching system and a telephone
instrument. Outgoing calls from your telephone system to the Public
Network are made over outgoing Trunks, whereas calls to the
telephone system from the Public Network are made over incoming
Trunks. In some Call Centers, Trunks handle both incoming and
outgoing calls.
Trunk Group
The Trunks on a telephone system are usually programmed in one
or more groups of Trunks called Trunk Groups. Using a Trunk
Group enables several Trunks to be addressed as single entity, so
that the Central Office does not have to direct a call to a particular
Trunk and be concerned with whether the Trunks are individually
busy or free. It merely sends a call to the telephone system's Trunk
Group(s). If any Trunk in the group is free, then the call gets through
to the system. This avoids the Caller having to try a Trunk and find it
busy, and then try another, and so on until a free Trunk is found.
TSF
The Telephone Service Factor (TSF) is the ratio of calls which are
either Answered or Abandoned before a threshold time, to the total
number of calls which are offered. You specify the threshold, or TSF
Time, in the TSF Time field for individual Queues.
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TASKE ACD Monitor
The TASKE ACD Monitor and Enterprise ACD Monitor are customer interaction center
monitoring applications that report both real-time and historical customer interaction
center activity for Queues and Queue Groups at local or remote sites. Use the ACD
Monitor application to monitor only local Queues and Queue groups and the Enterprise
ACD Monitor to monitor Queues and Queue groups at local and remote locations.
The ACD Monitor application operates in two modes: Real-time and Replay. The
Enterprise ACD Monitor application operates in Real-time mode only. With the
exception of the Replay mode, both applications share the same user interface and
functionality.
Real-time Mode
The Real-time mode displays customer interaction center activity in real-time, for the
past hour, for the past 12 hours, and for the current day. The real-time statistics and
reports are updated constantly to provide a dynamic view of the current customer
interaction center activity. The last hour, last 12 hours, last 24 hours, and current day
statistics and reports provide a shift overview using the customer interaction center
statistics compiled over the selected time frame.
Replay Mode
The Replay mode is an animated review of a 24-hour period that shares the reports of
the Real-time mode. Using the same real-time, last hour, last 12 hours, last 24 hours,
and current day reports, users select a date with logged customer interaction center
data. The information for the day is replayed in a real-time simulation.
ACD Monitor Interface
Together, the Menu Bar, the Main Control Panel, and the Queue Information Display
Area (QIDA) comprise the ACD Monitor interface. The interactive interface reports
Queue and Queue Group information numerically, graphically, and tabularly.
The TASKE ACD Monitor aids the management of a customer interaction center
through the display of real-time and historical data. This data is easily accessible using
the buttons on the Queue Panels. A Queue Panel is displayed in the QIDA for each
Queue or Queue Group selected in the Queue Monitor List. Each Queue Panel is
comprised of two panels, the Real-time Panel and the Review Panel.
The Real-time Panel presents a number of buttons that display the current customer
interaction center statistics. Clicking any button produces a report in graph or table
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format. Click the button a second time to close the report. Each button displays the
numerical value for the statistic it represents. Those buttons that do not provide a
numeric value provide reports only. The icons on the buttons provide a graphical
representation of the statistic for easy recognition.
Clicking the Review button on the Real-time Panel opens the Review Panel. To
close the Review Panel, click the Review button on the Real-time Panel a
second time. The Review Panel is located directly below the Real-time Panel.
Like the Real-time Panel, this panel is also populated with buttons that display
customer interaction center statistics. Clicking any button produces a report in graph or
table format. Click the button a second time to close the report.
A button on the left side of the Review Panel selects the time period for viewing. The
title of this button may be Last Hour, Last 12 Hours, last 24 hours, or Current Day.
These titles reflect the time periods that are available for review. The current title of the
button identifies the time period for the statistics currently displayed on the Review
Panel. Clicking this button produces a menu of the available review periods.
The Queues and Queue groups displayed in the QIDA are selected from the Queue
Monitor List on the Main Control Panel. To aid in the global assessment of customer
interaction center operations, multiple Queues can be selected from the Queue Monitor
List and viewed simultaneously. The QIDA self-scales to accommodate multiple
Queues. When there is more information than the QIDA can display, a scroll bar is
provided for scrolling through the Queue information.
The Real-time Panel statistics and reports are not available for PBX types that do not
provide real-time information.
Many of the application controls and graphs are annotated by ToolTips. If you require
further information about a specific control or graph line, hold the cursor over it for a
moment to produce a short message describing the purpose of the control or other
screen element.
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Starting the TASKE ACD / Enterprise ACD Monitor
To start the ACD Monitor application, double-click the ACD Monitor or the
Enterprise ACD Monitor icon in the TASKE ToolBox folder. This action opens
the ACD Monitor window in Real-time mode and opens the TASKE Network
Client for the ACD Monitor.
If this is the first time opening the ACD Monitor application, the Queue Manager will
open before the application window opens. Select the desired Queues and Queue
Groups for monitoring from the Queue Selector and enable the "Monitor activity on
selected Queue(s)" check box. Define the alarm settings for the Queues and Queue
Groups if desired and click the OK button. The ACD Monitor application window opens,
displaying the Queue Panels of the selected Queues and Queue Groups.
Network Client
The Network Client is the communication link between the ACD Monitor
application and the real-time information provided by the Information Server.
appears in
When the Network Client for the ACD Monitor is running, its icon
the Windows System Tray. Exiting the ACD Monitor application automatically
closes the ACD Monitor Network Client and terminates the connection with the
Information Server.
Using the Menu Bar
The menu bar varies depending on the mode. In the Real-time mode, there are five
menus that provide keyboard or mouse access to the functions of the ACD Monitor in
the Real-time mode. The menus are File, View, Properties, Chat, and Help. In the
Replay mode, a sixth menu, titled Replay, is added that provides the replay controls.
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File Menu
Use the File menu to exit the ACD Monitor application. The table below outlines
the functionality of the File menu option.
Option
Shortcut
Description
Exit
N/A
Closes the ACD Monitor application and the Network
Client for the ACD Monitor. When the Network Client
is closed the connection to the Information Server is
terminated.
View Menu
The View menu provides keyboard or mouse access to various sections of the
ACD Monitor interface. The table below outlines the functionality of the View
menu options.
Option
Shortcut
Description
Real Time
CTRL+T
Select this option to switch to the Real-time mode.
Replay
CTRL+R
Select this option to switch to the Replay mode.
Next
Window
F2
Move the window focus to the next section of the
ACD Monitor interface. Use the arrow keys to move
throughout the elements of a window section and
the Enter key to select.
Previous
Window
Shift+F2
Move the window focus to the previous section of
the ACD Monitor interface. Use the arrow keys to
move throughout the elements of a window section
and the Enter key to select.
Queue
Manager
CTRL+L
Select this option to open the Queue Selection
dialog box.
Goto
N/A
Select this option to produce a sub-menu of the
Queues and Queue Groups selected for monitoring.
Select a Queue or Queue Group from the list to view
that Queue or Queue Group in the QIDA.
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Properties Menu
The Properties menu provides keyboard or mouse access to various features of
the ACD Monitor interface. The table below outlines the functionality of the
Properties menu options.
Option
Shortcut Description
Alarms
N/A
Select the Alarms option to produce a sub-menu that
contains three options. These options are Real-time
Adherence, Thresholds, and Info. Enable these options
to display the alarm situations. Disable these options to
avoid seeing these alarm situations. When enabled,
the alarm option is displayed with a check-mark. When
disabled, the check-marks are not present.
Alarm
Sound
Frequency
N/A
Select this option to produce a sub-menu that contains
four sound options for the alarms. These options are
No Sound, Once, Every 30 seconds, and Every minute.
The selected option is displayed with a check mark.
Show
CTRL+N
Queue Nick
Names
Select this option to label the Queues and Queue
Groups by the nick names instead of the ID numbers.
Show
Agent
List...
CTRL+A
Select this option to open the Agent List dialog box for
the selection of agents in Agent Maps.
Show State CTRL+E
Color
Legend
Select this option to open the State Colors dialog box.
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Replay Menu - Replay Mode Only
Use the Replay menu to access the replay controls of the Main Control Panel.
Option
Shortcut
Description
Step Back
Ctrl+B
As a replay progresses, the information is saved at
the beginning of each hour. When a save occurs, a
temporary marker, or placeholder, is created. Use
the Step Back option to move backward to the last
placeholder.
Stop
Ctrl+S
Select Stop to stop the replay and reset the time to
12:00 for the selected date.
Play
Ctrl+P
Select Play to start the playback of call center data.
The speed of the data replay is determined by the
selection in the Speed field.
Pause
Ctrl+U
Select Pause to pause the replay at the current
event. When the replay is paused, the time field
flashes the time the replay was paused. Click Pause
again or click Play to restart the replay.
Fast
Forward
Ctrl+F
Select Fast Forward to immediately advance the
replay to the next event.
Step
Forward
Ctrl+O
As a replay progresses, the information is saved at
the beginning of each hour. When a save occurs, a
temporary marker, or placeholder, is created. Use
the Step Forward option to move forward to the next
placeholder.
A Step Forward cannot be completed before the
time interval has been played. A Step Back must be
completed before attempting to Step Forward.
Triggers
N/A
Select Triggers to produce a sub-menu that contains
a General option and a list of all Queues and Queue
Groups selected for monitoring. Select General to
open the Trigger dialog box and create a time of day
trigger stop. Select a Queue or Queue Group to
open the Queue Triggers dialog box and create
trigger stops based on customer interaction center
conditions.
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Chat Menu
Use the Chat menu to log into Chat and to open the Chat window. A user must
log into the Chat application before the Chat window can be opened.
Option
Shortcut
Description
Chat
N/A
Opens the Chat application window.
Logon
N/A
Log into the Chat application. The log-on process is
automatic, no passwords or user names are
required. The application uses the network name of
the PC logging in as a user name. This option is not
available for selection if the user is already logged
into the Chat application.
Logoff
N/A
Log out of the Chat application. The log-off process
is automatic, no passwords or user names are
required. This option is not available for selection if
the user is already logged out of the Chat
application.
Help Menu
Use the Help menu to access the online help for ACD Monitor and Chat.
Additionally, use this menu to view version and copyright information for the
application.
Option
Shortcut
Description
Contents
F1
Select Contents to access the Online Help for the
ACD Monitor application.
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the Chat application.
About
TASKE
ACD
Monitor...
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Select About TASKE ACD Monitor... to view version,
copyright, and lock number information for the ACD
Monitor.
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Using the Main Control Panel
The Main Control Panel is located on the left side of the ACD Monitor window. This
section of the window is responsible for:
Mode selection
Display of system date and time in the Real-time mode
Access to the Queue Manager
Queue Monitor List display for Queue/Queue Group selection
Date selection in replay mode
Replay control
Mode Selection
The two buttons located at the top of the Main Control Panel are the mode
selection buttons. These buttons toggle between the Real-time and Replay
modes.
Click the Real-time button to switch to the Real-time mode.
Click the Replay button to switch to the Replay mode.
Date and Time
In the Real-time mode both the date and time are displayed for read-only
purposes. In the Replay mode, the date is provided in a box that allows for the
selection of the replay date and the time displays the time of day that is being
replayed.
Queue Manager
Clicking the Queues... button accesses the Queue Manager where Queues and
Queue Groups are selected for monitoring and the Alarm conditions are set for
each. When a Queue or Queue Group is selected for monitoring it is added to the
Queue Monitor List.
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Queue Monitor List
The Queue Monitor List displays the Queues and Queue Groups selected for
monitoring. The Queue Monitor List provides a button for each of the Queues
selected in the Queue Manager. Select one or more Queues from the Queue
Monitor List to display the Queue information in the QIDA.
To change the order of the Queue and Queue Group buttons displayed on the
Queue Monitor List, click a button and drag it to its new position in the list before
releasing the mouse button.
Replay Date Selection
Use the date box on the Main Control Panel in the Replay mode to select a date
for the data replay.
Use the date box to select the replay date. Double-click in the
date box to open the calendar in the Date Selection dialog box.
Replay Control
In the replay mode, set the replay speed and control the replay of data on the
Main Control Panel. Similar to VCR controls, the replay controls maneuver
throughout the day's data. In addition, use the trigger button to pause the replay
at a specific time.
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Using the Queue Manager
Click the Queues... button on the Main Control Panel to open the Queue Manager. The
Queue Manager provides the interface for selecting the Queues and Queue Groups to
monitor and to set the individual alarm conditions for each.
The Queue Manager is a dialog box that is comprised of two main sections. These
sections are Queue Selector and Properties for Selected Queue(s). The Queue Selector
is responsible for selecting Queues and Queue Groups. Once one or more Queues or
Queue Groups are selected in the Queue Selector, the properties for the selections are
set in the Properties for Selected Queue(s) section. Use the Properties for Selected
Queue(s) section to enable or disable the monitoring of the selected Queues and
Queue Groups and to set alarm parameters for the Queues and Queue Groups.
Queue Selector
The Queue selector selects or de-selects Queues and Queue Groups for
monitoring. The Queue Selector is a table containing six columns. The columns
are as follows.
Status - displays the monitoring status of the Queue or Queue Group. If the
Status column for a Queue or Queue Group displays "Monitoring", the Queue
or Queue Group is selected for monitoring and displayed in the Queue
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Monitor List. If the Status column for a Queue or Queue Group is blank, the
Queue or Queue Group is not selected for monitoring.
Name - displays the name of the Queue or Queue Group as it is defined in
the Administrator application.
Nick Name - displays the nick name of the Queue or Queue Group as it is
defined in the Administrator application. The ACD Monitor can identify
Queues and Queue Groups by the numerical ID or by the nick name.
Site - indicates the location of the Queue or Queue Group. If the Queue or
Queue Group originates from the local site, the column displays "local". If the
Queue or Queue Group originates from an Enterprise site, the column
displays the name of the remote site.
ID - displays the numerical ID of the Queue or Queue Group as it is defined in
the Administrator application. The ACD Monitor can identify Queues and
Queue Groups by the ID or by the nick name.
Type - displays whether the selection is a Queue or a Queue Group. If it is an
individual Queue, the column displays "Single". If it is a group of Queues, the
column displays "Group".
Properties for Selected Queue(s)
The Properties for Selected Queue(s) section of the Queue Manager is
comprised of two main areas. These areas are Monitoring and Alarm Settings.
The Monitoring area enables and disables the monitoring of the Queues and
Queue Groups selected in the Queue Selector. The Alarm Settings area sets the
alarm properties for the selected Queues and Queue Groups.
The Monitoring area of the Properties for Selected Queue(s) section of the
Queue Manager enables or disables the monitoring of the Queues and Queue
Groups selected in the Queue Selector. When the Monitor activity on selected
Queue(s) check box is enabled, the selected Queue or Queue Group is being
monitored and a button for the Queue or Queue Group is present in the Queue
Monitor List. When this check box is disabled, the Queue or Queue Group is not
being monitored.
The Alarm Settings area of the Properties for Selected Queue(s) section of the
Queue Manager defines the alarm settings for the Queues and Queue Groups.
There are two alarm types: Warning alarms and Critical alarms. The alarms are
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applied to real-time call and agent statistics, and to the adherence of the agents
to the schedule. One, both, or neither of the alarm types can be applied to each
statistic. Each alarm is associated with a threshold. Set the threshold to
determine the value the statistic must achieve prior to initiating an alarm.
Closing the Queue Manager
When all required Queues and Queue Groups are selected for monitoring and
the required alarm settings are complete, click the OK button to enable the
changes and close the Queue Manager. Those Queues and Queue Groups
newly selected for monitoring will now appear on the Queue Monitor List and
those Queues and Queue Groups where monitoring has been disabled will no
longer appear on the Queue Monitor List.
Enabling and Disabling the Monitoring of Queues and Queue Groups
The Queue Manager is responsible for enabling and disabling the monitoring of
Queues and Queue Groups. When enabled for monitoring, the Queue Monitor
List in the Main Control Panel displays a button for the Queue or Queue Group.
Selecting this button in the Queue Monitor List displays the Queue Panel for the
Queue or Queue Group in the Queue Information Display Area (QIDA). When
monitoring for a Queue or Queue Group is disabled, the Queue Monitor List does
not provide a button and monitoring must be enabled before statistics can be
viewed.
Enabling Monitoring for Queues and Queue Groups
Use the following steps to enable monitoring for one or more Queues and Queue
Groups in the Queue Manager.
1.
If the Queue Manager is not already open, click the Queues... button on
the Main Control Panel of the Real-time mode to open the Queue
Manager dialog box.
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2.
In the Queue Selector, select one or more Queues or Queue Groups. The
Status column for all of these Queues and Queue Groups should be
blank, indicating that none are currently being monitored.
To select a single Queue or Queue Group from the Queue
Selector, simply click the desired Queue or Queue Group.
b. To select a group of Queues and Queue Groups that are in order,
select the first Queue or Queue Group and SHIFT+click the last
Queue or Queue Group in the list of those desired for selection.
c. To select a group of Queues and Queue Groups that are not in
order, select the first Queue or Queue Group and CTRL+click each
of the remaining Queues and Queue Groups desired for selection.
a.
3.
Enable the Monitor activity on selected Queue(s) check box in the
Properties for Selected Queue(s) section of the Queue Manager. The
Status column of the Queue Selector displays the word "Monitoring" for
the selected Queues and Queue Groups.
Disabling Monitoring for Queues and Queue Groups
Use the following steps to disable monitoring for one or more Queues and
Queue Groups in the Queue Manager.
If the Queue Manager is not already open, click the Queues... button on
the Main Control Panel of the Real-time mode to open the Queue
Manager dialog box.
2. In the Queue Selector, select one or more Queues or Queue Groups. The
Status column for all of these Queues and Queue Groups should display
the word "Monitoring", indicating that all are currently being monitored.
1.
To select a single Queue or Queue Group from the Queue
Selector, simply click the desired Queue or Queue Group.
b. To select a group of Queues and Queue Groups that are in order,
select the first Queue or Queue Group and SHIFT+click the last
Queue or Queue Group in the list of those desired for selection.
c. To select a group of Queues and Queue Groups that are not in
order, select the first Queue or Queue Group and CTRL+click each
of the remaining Queues and Queue Groups desired for selection.
a.
3.
Disable the Monitor activity on selected Queue(s) check box in the
Properties for Selected Queue(s) section of the Queue Manager. The
Status column of the Queue Selector displays nothing for the selected
Queues and Queue Groups.
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Setting Alarm Parameters for Queues and Queue Groups
Use the following steps to define both the Warning Alarm and the Critical Alarm
for one or more Queues and Queue Groups in the Queue Manager.
If the Queue Manager is not already open, click the Queues... button on
the Main Control Panel of the Real-time mode to open the Queue
Manager dialog box.
2. Select the Queues and Queue Groups that require the same alarm
settings in the Queue Selector.
3. Select an alarm name in the Alarm Settings area of the Queue Manager.
The alarm names available for selection are:
1.
a.
b.
c.
d.
e.
f.
g.
h.
i.
4.
5.
6.
7.
8.
Calls Waiting
Longest Call Waiting
Calls Abandoned (Last Hour)
TSF (Last Hour)
ASF (Last Hour)
Agents Available
Real-time Adherence (only available when licensed for PrimeTime)
Bad Logins / Re-queues (alarm for the Queue Information Report)
Expected Wait Time (15 Min)
Enable the Warning alarm check box.
Set the threshold value for the Warning alarm.
Enable the Critical alarm check box.
Set the threshold value for the Critical alarm.
Repeat steps 3 to 6, as required, for the remaining alarm names.
Threshold values are not applicable to the Bad Logins / Requeues alarm. To enable
the alarm, select the desired queues and queue groups to display the alarm, select
Bad Logins / Requeues from the Alarm Settings list, and enable the Critical check
box. This alarm notifies users of bad login and requeue occurrences. To view the
alarm details, view the Queue Information Report by clicking the Info button on the
Real-time Panel.
By default the Warning Alarm is displayed in blue and the Critical Alarm is displayed
in red. These colors are changeable in the State Colors dialog box. Access this
dialog box by selecting Show State Color Legend... from the Properties menu. When
the dialog box is open, click the down arrows beside the alarms to open the Color
dialog box and select a new color.
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Selecting a Mode: Real-time or Replay
The ACD Monitor application operates in two modes: Real-time and Replay. The
Enterprise ACD Monitor application operates in Real-time mode only. With the
exception of the Replay mode, both applications share the same user interface and
functionality. The two buttons located at the top of the Main Control Panel toggle
between the Real-time mode and the Replay modes.
The Real-time mode displays customer interaction center activity in real-time, for the
past hour, the past 12 hours, the past 24 hours, and the current day. The real-time
statistics and reports are updated constantly to provide a dynamic view of the current
customer interaction center activity. The last hour, last 12 hours, last 24 hours, and
current day statistics and reports provide a shift overview using the customer interaction
center statistics compiled over the selected time frame.
The Replay mode is an animated review of a 24-hour period that shares the reports of
the Real-time mode. Using the same real-time, last hour, last 12 hours, last 24 hours,
and current day reports, users select a date with logged customer interaction center
data. The information for the day is replayed in a real-time simulation.
The Queue Information Display Area
Occupying the window area to the right of the Main Control Panel, the Queue
Information Display Area (QIDA) presents statistical and performance information for
Queues and Queue Groups based on queue and agent activity. The information
displayed in the QIDA is dependent on the Queues and Queue Groups selected from
the Queue Monitor List. Information is presented using numbers, graphs, and tables in
both the Real-time mode and the Replay mode.
Selection of a Queue or Queue Group from the Queue Monitor List displays the Queue
Panel for the selection in the QIDA. If none of the Queues or Queue Groups are
selected from the Queue Monitor List, none of the Queue Panels for the monitored
Queues and Queue Groups are displayed in the QIDA.
A Queue Panel is displayed in the QIDA for each Queue or Queue Group selected in
the Queue Monitor List. Each Queue Panel is comprised of two panels, the Real-time
Panel and the Review Panel.
The Real-time Panel presents a number of buttons that display the current customer
interaction center statistics. Clicking any button produces a report in graph or table
format. Click the button a second time to close the report. Each button displays the
numerical value for the statistic it represents. Those buttons that do not provide a
numeric value provide reports only. The icons on the buttons provide a graphical
representation of the statistic for easy recognition.
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Clicking the Review button on the Real-time Panel opens the Review Panel. To
close the Review Panel, click the Review button on the Real-time Panel a
second time. The Review Panel is located directly below the Real-time Panel.
Like the Real-time Panel, this panel is also populated with buttons that display
customer interaction center statistics. Clicking any button produces a report in graph or
table format. Click the button a second time to close the report.
A button on the left side of the Review Panel selects the time period for viewing. The
title of this button may be Last Hour, Last 12 Hours, Last 24 Hours, or Current Day.
These titles reflect the time periods that are available for review. The current title of the
button identifies the time period for the statistics currently displayed on the Review
Panel. Clicking this button produces a menu of the available review periods.
The Real-time Panel statistics and reports are not available for PBX types that do not
provide real-time information.
Many of the application controls and graphs are annotated by ToolTips. If you require
further information about a specific control or graph line, hold the cursor over it for a
moment to produce a short message describing the purpose of the control or other
screen element.
Displaying Queue and Queue Group Information
The Queue Monitor List on the Main Control Panel provides an easy way to
select one or more Queues or Queue Groups to display. Depending on how
the list is used, the entire QIDA can display the details of a single Queue or
Queue Group, or display several Queues and Queue Groups at once.
To change the order of the Queue and Queue Group buttons displayed on the Queue
Monitor List, click a button and drag it to its new position in the list before releasing the
mouse button.
To select one or more Queue(s) or Queue Group(s)
Click the Queue(s) and Queue Group(s) of interest on the Queue Monitor
List. A Queue or Queue Group is selected when its button in the Queue Monitor
List is depressed. Click the button a second time to de-select the Queue or
Queue Group.
2. The Queue panels for the selected Queue(s) and Queue Group(s) open in the
QIDA.
3. De-select a Queue or Queue Group by clicking it a second time.
1.
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Alarm Situations
When a Queue or Queue Group encounters an alarm situation, it
is indicated on the button for the Queue or Queue Group in the
Queue Monitor List. The indicator is a colored box that appears around the icon
for the Queue or Queue Group. By default the color for a critical alarm is red and
the color for a warning alarm is blue. These colors are user definable through the
State Color dialog box.
Overview of the Queue Panels
The TASKE ACD Monitor aids the management of a customer interaction center
through the display of real-time and historical data. This data is easily accessible using
the buttons on the Queue Panels. A Queue Panel is displayed in the QIDA for each
Queue or Queue Group selected in the Queue Monitor List. Each Queue Panel is
comprised of two panels, the Real-time Panel and the Review Panel.
Real-time Panel
The Real-time Panel presents a number of buttons that display the current
customer interaction center statistics. Clicking any button produces a report in
graph or table format. Click the button a second time to close the report. Each
button displays the numeric value for the statistic it represents. Those buttons
that do not provide a numeric value provide reports only. The icons on the
buttons provide a graphical representation of the statistic for easy recognition.
The Replay mode adds the Trigger button to the Real-time Panel. This button
allows users to select specific call center conditions that will stop the replay when
the selected conditions are encountered in the call center records.
Review Panel
Clicking the Review button on the Real-time Panel opens the Review
Panel. To close the Review Panel, click the Review button on the Realtime Panel a second time. The Review Panel is located directly below the
Real-time Panel. Like the Real-time Panel, this panel is also populated
with buttons that display customer interaction center statistics. Clicking any
button produces a report in graph or table format. Click the button a second time
to close the report.
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A button on the left side of the Review Panel selects the time period for viewing.
The title of this button may be Last Hour, Last 12 Hours, Last 24 Hours, or
Current Day. These titles reflect the time periods that are available for review.
The current title of the button identifies the time period for the statistics currently
displayed on the Review Panel. Clicking this button produces a menu of the
available review periods.
The Real-time Panel statistics and reports are not available for PBX types that do
not provide real-time information.
Recognizing Alarm Situations
There are two types of alarm situations, warning and critical. The thresholds for the
alarms are defined by the user in the Queue Manager. When a Queue or Queue Group
encounters an alarm situation, it is flagged using color indicators in several areas of the
ACD Monitor interface. By default the color for the warning alarm is blue and the color
for the critical alarm is red. Change the colors or turn the color display off through the
State Colors dialog box. The areas of the ACD Monitor interface where alarms are
indicated are:
Queue Monitor List - the button for the Queue or Queue Group experiencing the
alarm turns to the color of the alarm type it is encountering.
Queue Panel - the background for the numeric value on the button experiencing the
alarm turns the color of the alarm type it is encountering. If it is a real-time agent
adherence alarm, the States button indicates the color of the alarm type and the
Map button may also indicate the color, if the active map contains the agents who
are not adhering to the schedule.
Agent States Table / Agent Maps - for real-time agent adherence alarm situations,
the background of the cells containing the agents not adhering to the schedule turn
to the color of the alarm they are experiencing.
Understanding Real-time Agent Adherence Alarms
Real-time adherence alarms use the information in the PrimeTime schedules to
determine if agents are adhering to the schedules. This means that the ACD
Monitor tracks agent activity in real-time and compares this activity with what is
expected in the schedule. If the agent is conducting activities outside of the
schedule, supervisors are immediately aware of this deviance from the schedule.
The following table identifies the conditions for agent non-adherence to the
schedule.
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Scheduled State
Actual State
Taking Calls
Off-Phone Period
Unknown
Non-Adherence
Adherence
Logged Out
Non-Adherence
Adherence
Idle
Adherence
Non-Adherence
Idle Forward
Adherence
Non-Adherence
ACD
Adherence
Non-Adherence
ACD Hold*
Adherence
Non-Adherence
Non-ACD*
Adherence
Adherence
Non-ACD Hold*
Adherence
Adherence
Outbound*
Adherence
Adherence
Outbound Trunk*
Adherence
Adherence
Outbound Hold*
Adherence
Adherence
Make Busy
Non-Adherence
Adherence
DND
Non-Adherence
Adherence
Make Busy/DND
Non-Adherence
Adherence
Work Time
Adherence
Non-Adherence
Ringing
Adherence
Non-Adherence
Non-Adherence
Adherence
Unavailable
* When in a non-ACD state, it is not possible to determine if the agent is
actually adhering to the schedule. While in a non-ACD state an agent may be:
talking with a customer that directly dialed the agent's extension
talking with a customer the agent dialed directly (outbound)
taking a personal call
The number of possible scenarios makes it difficult to gauge whether the agent
is actually adhering to the schedule. Therefore, the non-ACD states always
constitute adherence regardless of the schedule.
Real-time agent adherence alarms in Replay mode use the schedule that is
currently in place. If a schedule change has occurred between the time the data
was actually recorded and the time it is being played in the ACD Replay, the realtime agent adherence alarms may not be accurate.
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Saved Settings
The ACD Monitor application creates a profile for each user based on the network log-in
information. These user profiles provide users with a stable interface that is based on
personal preferences. The profiles are created on a per PC basis, meaning that a user
profile may vary from PC to PC.
When exiting the ACD Monitor application, the profile is saved on the local PC with the
current screen configuration. This includes color selections for alarms and agent states,
Queue and Queue Group selections for display, and mode selection. When a user
restarts the ACD Monitor, it is opened displaying the same screen configuration that
was displayed when the application was last closed by that user.
Using the Real-time Mode
The Real-time mode displays customer interaction center activity in real-time,
for the past hour, for the past 12 hours, and for the current day. The real-time
statistics and reports are updated constantly to provide a dynamic view of the
current customer interaction center activity. The last hour, last 12 hours, and current day
statistics and reports provide a shift overview using the statistics compiled over the
selected time frame. When in the Real-time mode, the application title bar states
TASKE ACD Monitor. When operating in the Replay Mode, the title bar states TASKE
ACD Monitor - Replay.
Using the features of the Real-time mode simplifies the management of a customer
interaction center. Agent and queue status is reported in real-time using a number of
reporting formats. These formats include the numerical display of real-time statistics on
the Queue Panel, a graphical view of the real-time statistics, a tabular view of the agent
queue, and the user-definable agent maps that allow users to group agents logically in a
table and display their status.
The last hour, last 12 hours, last 24 hours, and current day statistics provide material for
shift evaluation. Review answer service factors, telephone service factors, queue traffic,
and agent performance. Reporting formats for the statistics in these time periods
include the numerical display of the statistics on the Queue Panel, a corresponding
graphical view for each statistic, a graphical performance evaluation of the agents by
group, and an agent utilization graph that displays the agent states for the last hour.
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The review panel reports on four different time periods: Last Hour, Last 12 Hours, Last
24 Hours, and Current Day.
Last Hour - provides customer interaction center data and statistical averages for
the past 60 minutes.
Last 12 Hours - provides customer interaction center data and statistical averages
for the past 12 hours.
Last 24 Hours - provides customer interaction center data and statistical averages
for the past 24 hours.
Current Day - provides customer interaction center data and statistical averages
from 00:00 of the current day to the current time.
Accessing Real-time Information
The Queue Panels are the access point for all real-time and recent historical
information. When a Queue Panel is displayed, the Real-time Panel is displayed.
The ID or nick name of the Queue or Queue Group is presented in the top, left
corner. Click the Review button on the Real-time Panel to access the Review
Panel where the statistics for the Last Hour, Last 12 Hours, Last 24 Hours, and
the Current Day are provided.
The buttons on the Real-time Panels that display numeric values provide the
Current States report when clicked. This report provides the real-time statistical
values in the form of a dynamic bar graph.
Click the States button to open the Agent States report. This report is a dynamic
table that provides the current status of all agents in the Queue or Queue Group.
This is a key report for tracking agent non-adherence to the schedule.
Click the Map button to open the user-defined agent maps that provide agent
state information. Use these maps to create a custom layout that groups agents
according to the preferences of the user. For instance, create a map layout that
groups agents according to their seating position in the call center.
Click the Info button on a Queue Panel to display a text-based report that lists
requeue, bad log-in, and invalid record incidences for the Queue or Queue Group
in real-time. The report is a read-only display. Events are listed based on the time
of the occurrence.
The Real-time Panel statistics and reports are not available for PBX types that do
not provide real-time information.
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Viewing the Current States Report
Real-time call center information is provided on the Real-time Panels of the
Queue Panels. Many of the buttons on the Real-time Panel display the numeric
values of the call center statistics they represent. When clicked, these buttons
open the Current States report. For easy recognition of the statistics, icons are
provided on each button. The button that was clicked to open the Current States
report is depressed as long as the report is open and the report is titled with the
statistical name of the button and the current value of the statistic. Clicking this
button a second time closes the Current States report.
The Current States report is a bar graph that includes the real-time statistics on
the Real-time Panel. All bars on the graph are gray in color except for the bar
that represents the statistic selected to open the graph. This bar is displayed in
blue. The real-time statistics presented through the Queue Panels and the
Current States report provide both queue and agent status information. These
statistics are:
the time of the longest call waiting
the number of calls waiting
the number of agents on ACD calls
the number of agents on non-ACD calls
the number of agents logged on
the number of agents available
the number of agents idle
the number of agents unavailable
the number of agents logged out
ToolTips are available for the real-time statistics. Descriptions for the buttons are
available by holding the mouse over the button for a moment. To acquire an
exact value for a statistic in the Current States report, hold the mouse over the
graph bar until the value appears with a short description.
Viewing the Agent States Report
The Agent States table is accessed by clicking the States button on the
Real-time Panel of a Queue Panel. This is a read-only tabular display
that reports real-time agent activity for the Queue or Queue Group. The
five agent states included in the table are Idle, ACD, Non-ACD,
Unavailable, and Logged Out. All agents in the Queue or Queue Group are
included and as their states change, it is reflected by their placement in the table.
This is a key report for tracking agent non-adherence to the schedule. When an
agent is not adhering to the schedule, the cell for the agent in the table changes
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color. This color change overrides all other states in the table. To learn the
details of an agent's non-adherence, simply hold the mouse pointer over the
agent's cell to produce a ToolTip that contains the scheduling information.
Viewing Agent Maps
The Agent Maps are accessed by clicking the Map button on the Realtime Panel of a Queue Panel. This is a real-time graphical report that
dynamically illustrates the status of agents. Agents are grouped on the
Agent Map logically and their status is reported using a combination of
color, icons, and text. The ability to group agents by department or by seating
placement within the call center translates into quick and easy personnel tracking
and management. As with the Agent States report, the Agent Maps also provide
information on non-adherence to the schedule. When an agent is not adhering to
the schedule, the cell for the agent in the map changes color. This color change
overrides all other state colors in the map. To learn the details of an agent's nonadherence, simply hold the mouse pointer over the agent's cell to produce a
ToolTip that contains the scheduling information.
Viewing the Queue Information Report
Click the Info button on a Queue Panel to display a text-based report that
lists requeue and bad log-in record incidences for the Queue or Queue
Group in real-time. The report is a read-only display. Events are listed
based on the time of the occurrence.
Each entry in the report includes the time of the event, the event type, and a
description of the event. The table below provides descriptions of the event
types.
Event Type
Description
Requeue
A requeue occurs when the queue sends an available agent an
ACD call, but the agent does not answer. The call is returned to
the queue to be answered by the next available agent.
Bad Log-in
A bad log-in occurs when an agent attempts to log into an ACD
queue using the wrong agent ID.
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Legend of Queue Panel Icons
The following table provides each of the Queue Panel icons with a description for
both the Real-time Panel and the Review Panel.
Real-time Panel
Icon
Description
Review - opens the Review Panel for the display of historical statistics
below the Real-time Panel. By default the Last Hour statistics are
provided when the Review panel first displays. Other data available for
display in this panel includes statistics for the last 12 hours, statistics
for the past 24 hours, and statistics for the current day.
Longest Call Waiting - the button displays the amount of time that the
longest waiting caller has been waiting in MM:SS format. Clicking the
button opens the Current States report.
Calls Waiting - the button displays the number of calls waiting.
Clicking the button opens the Current States report.
Agents on ACD - the button displays the number of agents currently
on ACD calls. Clicking the button opens the Current States report.
Agents on Non-ACD - the button displays the number of agents
currently on non-ACD calls. Clicking the button opens the Current
States report.
A non-ACD call is a call that does not originate from the ACD queue.
When on a non-ACD call, an agent is considered available to accept
ACD calls.
Agents On - the button displays the number of agents currently logged
into the ACD queue. Clicking the button opens the Current States
report.
The number of agents logged in includes all agents currently logged
into the ACD queue, including those who are unavailable to accept
ACD calls.
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Icon
Description
Agents Available - the button displays the number of agents currently
available to accept an ACD call. Clicking the button opens the Current
States report.
The number of agents available includes idle agents and agents on
non-ACD calls.
Agents Idle - the button displays the number of agents who are
currently idle and waiting to be offered an ACD call. Clicking the button
opens the Current States report.
Agents Unavailable - the button displays the number of agents
currently unavailable to accept ACD calls. Clicking the button opens the
Current States report.
An agent is unavailable when logged out of the ACD queue or when
the agent uses a PBX feature to place himself/herself into a state that
indicates he/she is busy. An agent may do this while completing call
related activities or when away from the agent station.
Agents Logged Out - the button displays the number of agents
currently logged out of the ACD queue. Clicking the button opens the
Current States report.
Agent States - opens the Agent States report. The Agent States report
is a read-only tabular display that reports real-time queue activity for
the Queue or Queue Group. The five agent states included in the table
are Idle, ACD, Non-ACD, Unavailable, and Logged Out.
Agent Map - opens the Agent Map reports. The Agent Map is a realtime graphical report that dynamically illustrates the status of agents.
Agents are grouped on the Agent Map logically and their status is
reported using a combination of color, icons, and text.
Info - opens a tabular, text-based report for re-queues and bad log-ins.
Trigger - opens the Queue Triggers dialog box to set Trigger Stops for
call center conditions. Available only in Replay mode.
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Review Panel
Historical Data Selection - locate this button on the Review
Panel. The title of this button varies according to the type of data
currently displayed in the Review Panel. The possibilities for the
button title include Last Hour, Last 12 Hours, Last 24 Hours, and
Current Day. Click the button to produce a menu and select
another type of data for display in the Review Panel.
Last Hour - provides customer interaction center data and statistical
averages for the past 60 minutes.
Last 12 Hours - provides customer interaction center data and statistical
averages for the past 12 hours.
Last 24 Hours - provides customer interaction center data and statistical
averages for the past 24 hours.
Current Day - provides customer interaction center data and statistical
averages from 00:00 of the current day to the current time.
Icon
Description
Longest Waiting Time - displays the time of the longest waiting caller
for the last hour and opens the Longest Waiting Time report. This
statistic is not available for the last 12 hours, the last 24 hours, or for
the current day.
Maximum Calls Waiting - displays the maximum number of calls
waiting for the last hour and opens the Calls Waiting report. This
statistic is not available for the last 12 hours, the last 24 hours, or for
the current day.
Calls Answered - displays the number of calls answered for the last
hour, last 12 hours, the last 24 hours, or the current day. Clicking the
button opens the Call Counts report. Hold the mouse pointer over the
button to produce a ToolTip that provides the number of calls
answered and the total number of calls offered for the selected review
period.
Calls Interflowed - displays the number of calls interflowed for the
last hour, last 12 hours, the last 24 hours, or the current day. Clicking
the button opens the Call Counts report. Hold the mouse pointer over
the button to produce a ToolTip that provides the number of calls
interflowed and the total number of calls offered for the selected
review period.
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Icon
Description
Calls Abandoned - displays the number of calls abandoned for the
last hour, last 12 hours, the last 24 hours, or the current day. Clicking
the button opens the Call Counts report. Hold the mouse pointer over
the button to produce a ToolTip that provides the number of calls
abandoned and the total number of calls offered for the selected
review period.
Answer Service Factor - displays the Answer Service Factor for the
last hour, last 12 hours, the last 24 hours, or the current day. Clicking
the button opens the Service Factors report.
Telephone Service Factor - displays the Telephone Service Factor
for the last hour, last 12 hours, the last 24 hours, or the current day.
Clicking the button opens the Service Factors report.
Average Time to Answer - displays the average time to answer for
the last hour, last 12 hours, the last 24 hours, or the current day.
Clicking the button opens the Time to Answer report.
Maximum Time to Answer - displays the maximum time to answer
for the last hour, last 12 hours, the last 24 hours, or the current day.
Clicking the button opens the Time to Answer report.
Average Time to Abandon - displays the average time to abandon
for the last hour, last 12 hours, the last 24 hours, or the current day.
Clicking this button opens the Average Time to Abandon report.
Average Talk Time - displays the average talk time for the last hour,
last 12 hours, the last 24 hours, or the current day. Clicking this button
opens the Average Talk Time report.
Average Interflow Time - displays the average time to interflow for
the last hour, last 12 hours, the last 24 hours, or the current day.
Clicking this button opens the Average Time to Interflow report.
Agent by Group - click this button to open the Agent by Group report
for the last hour, last 12 hours, the last 24 hours, or the current day.
Agent Utilization - click this button to open the Agent Utilization
report for the last hour. This report is not available for the last 12
hours, the last 24 hours, or for the current day.
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Monitoring with the Agent States Report
The Agent States report is a read-only tabular display that reports real-time
queue activity for the Queue or Queue Group. The five agent states included in
the table are Idle, ACD, Non-ACD, Unavailable, and Logged Out. All agents in
the Queue or Queue Group are included in the table and as their states change,
it is reflected by their placement in the table. If there is more information in the
table than the screen can accommodate, use the scroll bar to the right of the
table to view the remaining information.
The report is displayed in the QIDA after clicking the States button on the Queue
Panel. The table is organized into five columns, each based on one or more
agent states. The cells in the columns provide agent and agent state information.
The amount of information displayed in the cells is dependant on the filters
selected by the user.
The Idle (I) and ACD (A) columns in the Agent Queue table are all very specific in
regard to the state that is reported. The Non-ACD column reports both inbound
(P) and outbound (O) non-ACD calls, the Logged Out column displays both the
logged out (L) and inactive (?) states, while the Unavailable column reports the
remaining agent states.
In the title bar of each column a number is provided in brackets. This number
indicates the number of agents currently in that state.
Monitoring with Agent Maps
The Agent Map is a real-time graphical report that dynamically illustrates the
status of agents. Agents are grouped on the Agent Map logically and their status
is reported using a combination of color, icons, and text. The ability to group
agents by department or by seating placement within the call center translates
into quick and easy personnel tracking and management.
A default Agent Map is created for each monitored Queue that is titled: Map for
Queue Name. This Agent Map is a shell only. Users must place agents on the
map, edit the title if desired, and set the preferences.
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Clicking the Map button on a Queue Panel displays the last viewed agent map
for that Queue in the QIDA. The agent map consists of a toolbar and a grid area
that displays the selected map layout. The toolbar contains one button, the Agent
Maps... button that accesses the map setup. Other critical items required for the
definition of an agent map are the Agent List and the State Color legend. Both of
these items are accessible from the Agent Map toolbar and the Properties menu.
The grid in the Agent Map is where the agents are grouped. The grid can be as
small as one cell or as large as thirty rows by thirty columns, or nine-hundred
cells. The cell size is scaled to accommodate the grid size, meaning that smaller
grids have larger cells that can display more agent information.
Agents can be grouped in any order, with blank cells surrounding each group for
easy group recognition. The cells can display an agent state icon, the agent ID,
the agent name, a character that represents the state, and the amount of time
the agent has been in the state. This information can be filtered to display only
the information that is pertinent to the user.
Agent Map Setup
The Agent Maps... button opens the Agent Maps dialog box where map layouts
are created and modified. Several map layouts can be created for each Queue or
Queue Group, allowing custom map layouts to be created that reflect the
individual preferences of the users. To edit a map layout, enable the check box of
the map layout to edit.
Accessing the State Colors Legend
Click the State Legend... button on the Agent Map toolbar or select Show State
Color Legend from the Properties menu to open the State Colors dialog box. The
State Colors dialog box lists each of the agent states with an associated color.
Each state is provided on a button. By default all of these button are depressed,
meaning that the state color for all of the states are enabled. To disable the
display of color for a state, click the button so it is no longer depressed.
Change any of the colors by clicking the down arrow beside a state. This action
opens the Color dialog box where the user can select a new color for the state.
When an agent enters a state, the cell is displayed in the color selected for that
state in the State Colors dialog box. The only exceptions to this are when the
display of color for the state is disabled or when the agent is not adhering to the
schedule. This state is associated with another color that overrides all other
states.
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Disabling an agent state color through the State Color Legend turns off the color
for the state only. The cell can still report the agent state through the agent state
icon and the state character.
Accessing the Agent List
Click the Agent List... button on the Agent Map toolbar or select Show Agent
List... from the Properties menu to open the Agent List - Queue Name @ Site
Name dialog box. This dialog box contains a list of all agents in the Queue or
Queue Group. Each agent listing includes the agent ID and the agent's name.
Agents are added to the Agent Map by dragging the agent from the Agent List
into an empty cell on the Agent Map.
Only one agent map can be displayed for a Queue or Queue Group at any time.
Create a New Map Layout
Use the following steps to create a new map layout.
1.
2.
3.
4.
5.
6.
Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
Click New to add a new map layout to the list.
Type a name for the new map layout in the Map Name column.
Click the Rows column and input the number of rows for the table.
Click the Columns column and input the number of columns for the table.
Click Update to save the new map layout.
Edit a Map Layout
Use the following steps to edit a map layout.
Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
Change the map layout name in the Map Name column if required.
Click the Rows column and change the number of rows for the table if
required.
4. Click the Columns column and change the number of columns for the
table if required.
5. Click Update to save the changes to the map layout.
1.
2.
3.
Removing occupied cells from the grid by reducing the grid size automatically
removes the agents occupying the cells from the grid and returns the agent
names to the Agent List.
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Deleting a Map Layout
Use the following steps to delete a map layout.
1.
2.
3.
4.
Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
Enable the check box of the map layout to delete.
Click Delete to open the TASKE ACD Monitor dialog box.
Click Yes to delete the map layout.
Map Layout - Adding and Removing Agents
The ability to group agents by department or by seating placement within the call
center translates into quick and easy personnel tracking and management.
Agents can be grouped in any order, with blank cells surrounding each group for
easy group recognition. A drag-and-drop feature is used to add agents to and
remove agents from a map layout.
Placing an Agent in a Map Layout - use the following steps to place an agent in
a map layout.
Click the Agent List... button on the Agent Map toolbar or select Show
Agent List... from the Properties menu to open the Agent List dialog box.
2. Drag an agent from the Agent List to an empty cell in the Agent Map.
1.
Move an Agent to Another Cell - use the following steps to move an agent to
another cell within the map layout.
Click the cell occupied by the agent to be moved. Do not release the
mouse button.
2. Drag the agent to the desired cell.
3. Release the mouse button to place the agent in the new cell.
1.
Remove an Agent from a Map Layout - use the following steps to remove an
agent from a map layout.
Click the Agent List... button on the Agent Map toolbar or select Show
Agent List... from the Properties menu to open the Agent List dialog box.
2. Click the cell occupied by the agent to be moved. Do not release the
mouse button.
3. Drag the agent to the Agent List and release the mouse button to remove
the agent from the agent map and place the agent back in the Agent List.
1.
Adding or moving an agent to an occupied cell removes the agent occupying the
cell from the grid and returns the agent name to the Agent List.
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Switching Between Map Layouts
The map layouts for individual Queues or Queue Groups are accessed via the
Map button on the Queue Panels. Several map layouts can exist for a single
Queue or Queue Group. This allows custom maps to be created for each call
center shift that reflect the individual preferences of the users.
Use the following steps to switch between map layouts.
Click the Agent Maps... button on the toolbar of the Agent Map to open the
Agent Maps dialog box.
2. Enable the check box for the desired map layout.
3. Click Close to close the Agent Maps dialog box.
1.
Every Queue and Queue Group has a default map layout titled "Map for Queue
Name".
Filtering the Agent States Report and Agent Maps
The Agent States report and Agent Maps are customizable to display varying
amounts of information. This filtering process allows users to display only the
information that is required in the cells and avoid overcrowding. Cell information
is filtered in two ways, through the definition of the cell properties and the State
Color Legend.
Filtering Cell Information Using the Cell Properties
Each cell in the Agent States report and the Agents Maps can display up to
seven items. These items are: an agent state icon, the agent ID, the agent name,
the agent nick name, the ACD Queue ID, a state character, and the amount of
time the agent has spent in the current state. Users can choose to display all or
none of these items in the cells of the report. By default, the agent state icon,
agent ID, agent name, and the amount of time the agent has spent in the current
state are displayed.
Use the following steps to select or de-select the agent properties for display.
Right-click in any cell of the Agent States report or an Agent Map to
access the cell properties drop-down menu.
2. Click an item to select it or de-select it from the list of properties to display.
If a check mark is present beside the item, it is selected. If a check mark is
not present beside the item, it is not selected.
3. Repeat steps 1 and 2 for the selection or de-selection of additional items.
1.
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Properties cannot be changed for individual agents. Changing the display
properties in the report affects the information display for all agents.
The last option on the cell properties dropdown menu is ToolTip. This option provides a
sub-menu that contains all of the options in
the cell properties menu except for View
Icon. The selections in the ToolTip menu
allow users to decide what information to
include in the ToolTip that appears when the
mouse pointer is held over the cell of an
agent in the table. The options with a check
mark beside them are selected and will be
included in the ToolTip. To disable an item,
simply select it to remove the check mark.
Using Color to Display Agent States
The use of color in the Agent States report and Agent Maps is very effective for a
quick analysis of agent states. To further enhance the use of color, users can
select any number of colors to represent the states, or even turn off the display of
color for a state. The State Colors dialog box lists each of the agent states with
an associated color. Each state is provided on a button. By default all of these
button are depressed, meaning that the state color for all of the states are
enabled. To disable the display of color for a state, click the button so it is no
longer depressed.
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Use the following steps to change the default colors for the agent states.
1. Select Show State Color Legend... from the Properties menu or press
CTRL+E to open the State Colors dialog box.
2. Click the down arrow button beside one of the states in the Normal States
section to open the Color dialog box.
3. Select a new color for the state from the color dialog box and click OK.
The state is immediately displayed in the new color.
4. Repeat steps 2 and 3 as desired for the remaining states.
Accessing Recent Historical Information
The Queue Panels are the access point for all real-time and recent historical
information. A Queue Panel is displayed in the QIDA for each Queue or Queue
Group selected in the Queue Monitor List. Each Queue Panel is comprised of
two panels, the Real-time Panel and the Review Panel.
Clicking the Review button on the Real-time Panel opens the Review
Panel where the recent historical information is located for the last hour,
last 12 hours, the last 24 hours, and the current day. To close the Review
Panel, click the Review button on the Real-time Panel a second time.
The Review Panel is populated with buttons that display customer interaction
center statistics. Clicking any button produces a report in graph or table format.
Click the button a second time to close the report.
A button on the left side of the Review Panel selects the time period
for viewing. The title of this button may be Last Hour, Last 12 Hours,
Last 24 Hours, or Current Day. These titles reflect the time periods that are
available for review. The current title of the button identifies the time period for
the statistics currently displayed on the Review Panel. Clicking this button
produces a menu of the available review periods.
Last Hour - provides customer interaction center data and statistical averages
for the past 60 minutes.
Last 12 Hours - provides customer interaction center data and statistical
averages for the past 12 hours.
Last 24 Hours - provides customer interaction center data and statistical
averages for the past 24 hours.
Current Day - provides customer interaction center data and statistical averages
from 00:00 of the current day to the current time.
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The graphs that present the Last Hour, Last 12 Hours, Last 24 Hours, and
Current Day statistics are:
Longest Call Waiting (Last Hour only)
Calls Waiting (Last Hour only)
Call Counts
Service Factors
Average Time to Answer
Average Time to Abandon
Average Talk Time
Average Time to Interflow
Answered By Group
Agent Utilization
Many of the application controls and graphs are annotated by ToolTips. If you
require further information about a specific control or graph line, hold the cursor
over it for a moment to produce a short message describing the purpose of the
control or other screen element.
Using the Longest Waiting Time Report
The Longest Waiting Time report is a bar graph that indicates the amount
of time the longest waiting caller has been waiting in the Queue or Queue
Group for each minute of the last hour.
Use the following steps to view the report.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the Last Hour time period. If the button on the left side of the
Review Panel is titled Last Hour, the correct time period is selected. If the
button is titled Last 12 Hours, Last 24 Hours, or Current Day, click the
button and select Last Hour from the drop-down menu.
4. Click the Longest Waiting Time button on the Review Panel to open the
graph.
1.
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Using the Calls Waiting Report
The Calls Waiting report is a bar graph that details the number of calls
waiting in the queue for the Queue or Queue Group over the past hour.
Use the following steps to view the report.
Select the Queue or Queue Group of interest from the Queue Monitor List
. The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the Last Hour time period. If the button on the left side of the
Review Panel is titled Last Hour, the correct time period is selected. If the
button is titled Last 12 Hours, Last 24 Hours, or Current Day, click the
button and select Last Hour from the drop-down menu.
4. Click the Calls Waiting button on the Review Panel to open the graph.
1.
Using the Call Counts Report
The Call Counts report is a bar graph that provides the
number of calls answered, the number of calls
abandoned, and the number of calls interflowed. The
graph is available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor
List . The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click either the Calls Answered, Calls Interflowed, or Calls Abandoned
button on the Review Panel to open the graph.
1.
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Using the Service Factors Report
The Service Factors report is a bar graph that provides the
Answer Service Factor and Telephone Service Factor. These
statistics indicate how the calls that reach the call center are
being handled. The graph is available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click either the Answer Service Factor or the Telephone Service Factor
button on the Review Panel to open the graph.
1.
Using the Time to Answer Report
The Time to Answer report is a stacked bar graph that provides
the average time to answer and the maximum time to answer.
The graph is available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click either the Average Time to Answer or the Maximum Time to Answer
button on the Review Panel to open the graph.
1.
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Using the Average Time to Abandon Report
The Average Time to Abandon report is a bar graph that provides the
average amount of time a caller will wait in the queue before
disconnecting and terminating the call. The graph is available for all time
segments. The graph is available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click the Average Time to Abandon button on the Review Panel to open
the graph
1.
Using the Average Talk Time Report
The Average Talk Time report is a bar graph that provides the average
length of answered calls for the Queue or Queue Group. The graph is
available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click the Average Talk Time button on the Review Panel to open the
graph.
1.
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Using the Average Time to Interflow Report
The Average Time to Interflow report is a bar graph that provides the
average length of time a call will remain in the Queue or Queue Group
queue before being routed to another queue. The graph is available for
all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click the Average Time to Interflow button on the Review Panel to open
the graph.
1.
Using the Answered by Group Report
The Answered by Group report is a bar graph that indicates the
percentage of calls handled by each Agent Group within the Queue or
Queue Group. The graph is available for all time segments.
Use the following steps to view the report for any time period.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the desired time period. Click the button on the left side of the
Review Panel to produce a drop-down menu with the available time
periods. Select the desired time period from this menu. When a time
period is selected, the button adopts the time period title as its title. The
button may be titled Last Hour, Last 12 Hours, Last 24 Hours, or Current
Day.
4. Click the Answered by Group button on the Review Panel to open the
graph.
1.
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Using the Agent Utilization Report
The Agent Utilization report is a bar graph that indicates the agent states
and the number of agents in each state for the last hour. The graph
includes the number of agents idle, the number of agents on ACD calls,
the number of agents on non-ACD calls, and the number of agents
unavailable.
Use the following steps to view the report.
Select the Queue or Queue Group of interest from the Queue Monitor List.
The Queue Panel for the selected Queue or Queue group opens.
2. Click the Review button on the Queue Panel.
3. Select the Last Hour time period. If the button on the left side of the
Review Panel is titled Last Hour, the correct time period is selected. If the
button is titled Last 12 Hours, Last 24 Hours, or Current Day, click the
button and select Last Hour from the drop-down menu.
4. Click the Agent Utilization button on the Review Panel to open the graph.
1.
Using the Replay Mode
The Replay mode is an animated review of a 24-hour period that shares the
reports of the Real-time mode. Using the same real-time, last hour, last 12
hours, last 24 hours, and current day reports, users select a date with logged
customer interaction center data. The information for the day is replayed in a real-time
simulation. When in the Replay mode, the application title bar states TASKE ACD
Monitor - Replay. When operating in the Real-time mode the title bar simply states
TASKE ACD Monitor.
Click the Replay button on the Main Control Panel to switch to the Replay Mode.
Located on the Main Control Panel, the controls for the replay are similar to that of a
VCR. Use the replay controls to maneuver throughout the day's data. To further control
the replay of data, users select thresholds, or trigger stops, based on customer
interaction center conditions or a specific time of day. These thresholds pause the
replay when the selected conditions are encountered.
The thresholds for customer interaction center conditions are selected for individual
Queues or Queue Groups from the Queue Panels. Thresholds can be set for three
customer interaction center conditions. These are the number of calls waiting, the
number of abandoned calls during a 15-minute interval, and the amount of time the
longest waiting caller has been waiting.
The time of day trigger stop is accessed from the Main Control Panel. It is a general
threshold that applies to all monitored Queues and Queue Groups.
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The Speed slider control on the Main Control Panel determines the speed of the replay.
At its slowest, the data is replayed in real-time, where one second equals one second.
At its fastest, the data is replayed at 1000 times the real-time increments, meaning that
one millisecond equals one second. Between these two extremes, the replay speeds
range from 2 times to 999 times the real-time increments. The speed is changeable
while the replay is in progress, allowing users to quickly move through the information
and slow it down when an in-depth analysis is required.
As the replay progresses, the time indicates the time of day the replay is displaying. The
time is presented in 24-hour format and its speed of progression depends on the replay
speed.
Selecting the Replay Date
The Replay mode is an animated review of any 24-hour period with
logged call center data. To replay call center data, the user must
select a date from the date box on the Main Control Panel where
the replay controls and date selection options are located. The date
box in the top of the replay controls section allows users to select a
date using one of two methods. Type the date into the date box or
to double-click the date box and open the Replay Date Selection
calendar.
Use the following steps to select the replay date using the Replay Date Selection
calendar.
1.
1.
2.
3.
4.
5.
Double-click the date box to open the Replay
Date Selection calendar.
Use
and
to select the desired year.
Use
and
to select the desired month.
Click on each of the desired date(s). When a
date is selected it is highlighted in blue.
Click OK to close the Replay Date Selection
calendar.
Click to begin the replay.
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Using the Replay Controls
The Replay mode uses stored PBX data to provide an as-it-happened repetition
of a selected 24-hour period. The replay of call center data is controlled in a
manner similar to that of a VCR. Use the replay controls to maneuver throughout
the data for the selected day. Prior to playing the data, select the date for the
replay and set the replay speed to an adequate level.
The controls for the Replay mode are located on the Main Control
Panel. Use the controls to select the replay date and speed, and to
control the progression of the information. The controls for the
replay are similar to that of a VCR. Use the replay controls to
maneuver throughout the day's data.
In addition, a time of day trigger stop can be set using the Trigger
Stops button on the Main Control Panel. To set Queue or Queue Group specific
thresholds for customer interaction center conditions, use the Trigger buttons on
the Queue Panels.
Starting the Replay
Clicking the button starts the playback of call center data. The speed of the
data replay is determined by the selection in the Speed field.
Pausing the Replay
Clicking the button pauses the replay at the current event. When the replay is
paused, the time field flashes the time the replay was paused. Click Pause again
or Play to restart the replay.
Stopping the Replay
Clicking the button stops the replay and resets the time to 12:00 for the
selected date.
Fast Forwarding the Replay
Clicking the button immediately advances the replay to the next event. Clicking
and holding the button continues to advance through the events until the button
is released.
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Using the Hourly Placeholder Buttons
As a replay progresses, the information is saved at the beginning of each hour.
When a save occurs, a temporary marker, or placeholder, is created. The and
buttons are used to move from placeholder to placeholder when the replay is
paused.
When the button is clicked, the replay time returns to 12:00 and all markers
are removed.
Setting Trigger Stops
Use the Trigger buttons on the Main Control Panel and on the Queue Panels to
define time of day and queue events that pause the replay when encountered.
Setting the Replay Speed
The Speed slider control on the Main Control Panel determines the speed of the
replay. At its slowest, the data is replayed in real-time, where one second equals
one second. At its fastest, the data is replayed at 1000 times the real-time
increments, meaning that one millisecond equals one second. Between these
two extremes, the replay speeds range from 2 times to 999 times the real-time
increments. The speed is changeable while the replay is in progress, allowing
users to quickly move through the information and slow it down when an in-depth
analysis is required.
Setting the Replay Speed
The Replay mode is an animated review of a 24-hour period that shares the
reports of the Real-time mode. Using the same real-time, last hour, last 12 hours,
last 24 hours, and current day reports, users select a date with logged customer
interaction center data. The information for the day is replayed in a real-time
simulation. The speed of the simulation is set using the Speed slider control.
Use the following steps to set the replay speed.
1.
2.
Move the slider to the desired position within the replay speed range.
Adjust the slider at any time during the replay.
At its right-most position, or slowest replay speed, the data is replayed in realtime, where one second equals one second. At its left-most position, or fastest
replay speed, the data is replayed at 1000 times the real-time increments,
meaning that one millisecond equals one second. Between these two extremes,
the replay speeds increase in increments of 50. The speed is changeable while
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the replay is in progress, allowing users to quickly move through the information
and slow it down when an in-depth analysis is required.
Setting Trigger Stops in Replay
The replay mode is an animated review of call center data over a 24-hour period.
Control of the replay is similar to that of a VCR. Use the replay controls to
maneuver throughout the data for the selected day. To further control the replay
of data, users select thresholds based on customer interaction center conditions
or a specific time of day that pause the replay when the selected conditions are
encountered.
Known as Trigger Stops, the thresholds for customer interaction center
conditions are selected for individual Queues or Queue Groups using the Trigger
button on the Queue Panel. Thresholds can be set for three conditions. These
are Calls Waiting, Abandoned Calls, and the Longest Waiting Call. The time of
day Trigger Stop is a general threshold that applies to all monitored Queues and
Queue Groups. Only one time of day trigger stop can be set at a time.
Defining Trigger Stops for Customer Interaction Center Conditions
Use the following steps to define a trigger stop for customer interaction center
conditions.
Click the Trigger button on the Queue Panel for the desired Queue or
Queue Group to open the Queue Triggers dialog box.
2. Enable the check boxes for the desired Trigger Stops and set the value or
time thresholds for each.
3. Click OK.
1.
Defining a Time of Day Trigger Stop
Use the following steps to define a trigger stop based on the time of day.
Select the Trigger button on the Main Control Panel to open the Trigger
dialog box.
2. Enable the Stop at Record Time (HH:MM:SS) check box and set the time
for the Trigger Stop.
3. Click OK.
1.
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TASKE Call Center Management Tools
Using the Enterprise ACD Monitor
To monitor the Queues/Queue Groups on a remote TASKE site, the Enterprise Monitor
looks at the information from a remote Information Server.
Launching the Enterprise ACD Monitor application and selecting the desired local or
remote Queues and Queue Groups to monitor prompts the following sequence of
events:
1.
2.
3.
4.
5.
6.
7.
The Enterprise Monitor opens a State Machine session for each site selected local or remote.
The State Machine uses the Net Client, visible in the Windows system tray , to
receive the request to monitor a specific Queue/Group and sends that request to
the local Information Server.
The Information Server, seeing that the request is for data from a remote TASKE
site, looks in the site list for the location of the remote site and sends the request
to the Information Server at the remote site.
The remote Information Server receives the request and sends the information
back to the "local" Information Server.
The Information Server receives the information and passes it back through the
local network to the Net Client for the Enterprise ACD Monitor.
The Net Client passes the information to the state machine, which then passes it
to the Enterprise ACD Monitor application.
The Enterprise ACD Monitor displays the information as requested.
The following diagram illustrates the path the information request follows from the
Enterprise ACD Monitor being started, to the display of the information.
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Monitoring Remote Sites
To monitor the Queues and Queue Groups on a remote TASKE site, the TASKE
Enterprise Monitor looks at .pbx files that are saved on the local Information
Server of the remote site. The Enterprise Supervisor then only needs to have
access to a shared PBX directory on the local Information Server.
Use the following steps to monitor remote and local TASKE sites with Enterprise
Monitor.
From the TASKE ToolBox, open the Enterprise Monitor.
Click the Queues... button on the Main Control Panel to open the Queue
Manager.
3. Select the Queues and Queue Groups to be monitored in the Queue
Selector. All Queues and Queue Groups from all available TASKE
Enterprise Queues and Queue Groups are displayed in the Queue
Selector with the monitoring status, name, nick name, location, ID, and
type.
1.
2.
Assuming the monitoring status for all Queues and Queue Groups in this
case is disabled, enable the "Monitor activity on selected Queue(s)" check
box to enable the monitoring status for the selected Queues and Queue
Groups.
5. Set the alarm settings for the desired Queues and Queue Groups.
6. Click OK to enable the changes and close the Queue Manager. The
Queues and Queue Groups selected for monitoring now appear in the
Queue Monitoring List.
4.
From this point forward, the only functionality the Enterprise ACD Monitor does
not provide that the ACD Monitor does is the Replay mode. The Enterprise
Monitor does not include any of the Replay features that are available in ACD
Monitor and the Replay mode selection button is disabled.
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ACD Monitor Glossary
Term
Definition
Agent Map
Clicking the Map button on the Real-time Panel of the Queue
Panels opens the Agent Map reports.
An Agent Map is a real-time graphical report that dynamically
illustrates the status of agents. Agents are grouped logically and
their status is reported using a combination of color, icons, and text.
To access the map layouts for a Queue or Queue Group, click the
Map button on the Queue Panel of the desired Queue or Queue
Group.
Agent State
Characters
Agent States
Report
?
No activity recorded for the agent since log in
A
Agent is on an ACD call
D
Agent is in Do Not Disturb
F
Idle Forward
H
Agent is on Hold
I
Agent is Idle (waiting to be offered a call)
L
Agent is Logged Out
M
Agent is in Make Busy
N
Agent is Unavailable / Not Ready
O
Agent is on an Outbound call
P
Agent is on an inbound non-ACD call
R
Ringing
T
Outbound Trunk
U
Make Busy – DND
V
Not Ready - DND
W
Agent is in Work Time
X
Unavailable
Clicking the States button on the Real-time Panel of the
Queue Panels opens the Agent States report.
The Agent States report is a read-only, real-time display that
reports queue activity for the Queue or Queue Group. The five
agent states included in the table are Idle, ACD, Non-ACD,
Unavailable, and Logged Out. To access the Agent States report
for a Queue or Queue Group, click the States button on the Queue
Panel of the desired Queue or Queue Group.
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Term
Definition
Current States
Report
The Current States report is a bar graph that represents the realtime statistics. The title of the statistic selected on the Real-time
Panel is displayed in the graph margin with the numeric value of the
statistic. All statistics are represented by a bar in the graph with the
graph of the selected statistic displayed in a highlight color.
Main Control
Panel
Located on the left side of the ACD Monitor window, the Main
Control Panel is responsible for mode selection, the display of the
system date and time in the real-time mode, the display and setup
of the Queue Monitor List, the date selection in the Replay mode,
and replay control.
Menu Bar
The menu bar spans the top of the ACD Monitor window. The menu
bar contains four menus that provide keyboard or mouse access to
the functions of the ACD Monitor. The menus are File, View, Chat,
and Help.
Mode Selection
Click the Real-time button to switch to the Real-time mode.
Click the Replay button to switch to the Replay mode.
Queue
A Queue is a dialable number that accesses a group of answering
positions (agent or extension groups).
Queue Group
A Queue Group is used strictly for reporting and monitoring
purposes in TASKE applications. This is a group of Queues given a
single identifying number that is traceable in reports and the ACD
Monitor. For instance, in a call center with three Technical Support
Queues create a Queue Group that includes all three Queues.
Using the Queue Group monitor all agents in all three Queues
simultaneously and include all three Queues in a single report.
Queue
Information
Display Area
(QIDA)
The Queue Information Display Area (QIDA) displays Queue and
Queue Group information for the Queues or Queue Groups
selected from the Queue Monitor List. Information is presented
numerically, graphically, and tabularly in both the Real-time mode
and the Replay mode.
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TASKE Call Center Management Tools
Term
Definition
Queue Monitor
List
The Queue Monitor List, located on the Main Control Panel,
provides a button for each of the Queues or Queue Groups
selected for monitoring. Select one or more Queues or Queue
Groups from the Queue Monitor List to display the information in
the QIDA. Use the list to view the details of a single Queue or
Queue Group, or monitor several Queue panels and their reports at
once in the QIDA.
Queue Panels
Queue Panels display the graph control buttons that provide call
center statistics and performance information. For those graph
control buttons that represent a call center statistic, the numeric
value of the statistic is visible on the button. Clicking any of the
graph control buttons provides a graphical or tabular view of the call
center information.
Review Panel
Time Periods
The review panel reports on four different time periods: Last Hour,
Last 12 Hours, Last 24 Hours, and Current Day.
Last Hour - provides customer interaction center data and
statistical averages for the past 60 minutes.
Last 12 Hours - provides customer interaction center data and
statistical averages for the past 12 hours.
Last 24 Hours - provides customer interaction center data and
statistical averages for the past 24 hours.
Current Day - provides customer interaction center data and
statistical averages from 00:00 of the current day to the current
time.
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Term
Replay Controls
Definition
Use the date box to select the replay date. Doubleclick in the date box to open the calendar in the
Date Selection dialog box.
Clicking the play button starts the playback of call
center data. The speed of the data replay is
determined by the selection in the Speed field.
Clicking the pause button pauses the replay at the
current event. When the replay is paused, the time
field flashes the time the replay was paused. Click
Pause again or Play to restart the replay.
Clicking the stop button stops the replay and
resets the time to 12:00 for the selected date.
Clicking the fast forward button immediately
advances the replay to the next event. Clicking
and holding the button continues to advance
through the events until the button is released.
Clicking the hourly placeholder buttons
immediately advances the replay to the next event.
Clicking and holding the button continues to
advance through the events until the button is
released.
The Trigger button on the Main Control Panel
opens the Triggers dialog box where time of day
thresholds are set. To set the time, individually
click the hour, minute, and second fields and type,
or use the up and down arrows, to set the two-digit
value for each field.
The Trigger button on the Queue Panels open the
Queue Triggers dialog box where thresholds are
set for individual Queues and Queue Groups.
The Speed slider control on the Main Control
Panel determines the speed of the replay. At its
slowest, the data is replayed in real-time, where
one second equals one second. At its fastest, the
data is replayed at 1000 times the real-time
increments, meaning that one millisecond equals
one second Between these two extremes, the
replay speeds increase in increments of 50.
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TASKE Reports
The TASKE Reports application generates custom reports based on data collected from
the PBX system. These reports aid in managing a balance between the call load
presented to the customer interaction center, and the capacity of the customer
interaction center to process these calls.
The Reports application also features the ability to forecast the future call demand. The
future call demand is forecast with reasonable reliability by studying calling patterns
derived from historical data. Supervisors use this information to estimate the call load
and to schedule the resource requirements.
The Reports application generates several types of custom reports that are presented in
text format. These reports are viewed in the Publication Viewer, a main section of the
Reports interface.
The content of the reports can be categorized in three ways:
by customer interaction center resource (Trunks, Extensions, Extension Groups,
Agents, Agent Groups, Queues, and Queue Groups)
by reporting period (day, week, and month)
by interval (half-hour, hour, day, week, or month)
Select a reporting period and generate a report for a specific resource or resource
group. The data is collated across several time intervals and describes the performance
of the selected resource or resource group. The statistics in a report are totaled or
averaged by time interval, over the reporting period.
Starting TASKE Reports
The Reports application is opened from the Windows desktop. Use one of the following
methods to open the application.
Opening Reports Using the Start Button
Use the following steps to open the Reports application using the Start button on
the Windows desktop.
1.
2.
3.
4.
Click Start on the toolbar of the Windows desktop.
Select Programs from the menu.
Select the TASKE folder in the list of programs.
Select Reports from the list of TASKE applications to open the Reports
application.
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TASKE Call Center Management Tools
Opening Reports from the TASKE Program Folder
Use the following steps to open the Reports application from the TASKE ToolBox
program folder.
Double-click the TASKE ToolBox folder icon on the Windows desktop to
open the TASKE ToolBox folder.
2. Double-click the Reports icon in the folder to open the Reports application.
1.
Using the Menu Bar
The menu bar contains two menus that provide keyboard or mouse access to the
functions of the Reports application. The menus are File and Help.
File Menu
Use the File menu to access various areas and functions of the Reports
application. The table below outlines the functionality of the File menu.
Option
Shortcut
Description
New
N/A
Opens the properties window to create a new report
for the reporting period selected in the Main Control
Panel.
Delete
N/A
Deletes the report template selected in the Report
Templates panel.
Export
N/A
Generates a summary for the report selected in the
Report Templates panel and exports the report in
the format selected for the report in the Export tab
of the properties window. When Export is selected
from the File menu, the user is required to select a
date for the report from the Date Selection
calendar.
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Option
Shortcut
Description
Properties
N/A
Opens the properties window for the report
template selected in the Report Templates panel.
Print Setup
N/A
Opens the Print Setup dialog box. Select a printer
and define the properties for printing the report in
this dialog box.
Print...
N/A
Opens the Print dialog box. Select a printer,define
the properties for printing the report, and print the
report from this dialog box.
Print
Preview
N/A
Provides a preview of the printed report. Print the
report from the preview window.
Notification
Reports
N/A
Enables or disables the Notification Reports. When
a check mark is present beside this menu option
Notification Reports are enabled. If a check mark is
not present, Notification Reports are disabled.
Schedule
Report
Generator
N/A
Opens the Schedule Report Generator for
scheduling the automatic printing and exporting of
reports.
Exit
N/A
Select this option to close the Reports application.
Help Menu
Use the Help menu to access the online help for the Reports application.
Additionally, use this menu to view version and copyright information for the
application.
Option
Shortcut
Description
Contents
F1
Select Contents to access the Online Help for the
Reports application.
About
TASKE
Reports...
N/A
Select About TASKE Reports... to view version,
copyright, and lock number information for the
Reports.
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TASKE Call Center Management Tools
Using the Main Control Panel
The Main Control Panel spans the left side of the Reports interface and contains a set
of six buttons. These buttons serve as the starting point for creating report templates.
The first five buttons represent reporting periods. The reporting periods are: Daily,
Weekly, Monthly, Year by Week and Year by Month.
The sixth button, the Forecast button, also represents a reporting period, however, this
reporting period is in the future. The report templates created for the Forecast period
are based on the projected call load.
The reports that can be generated for all of the reporting periods are listed in the Report
Types by Period tables below.
Trunk Reports
Reporting Period
Resource
Report Options
Daily
Trunk
Quarter hour, half hour, hour
Weekly
Trunk
Quarter hour, half hour, hour, day of week
Monthly
Trunk
Quarter hour, half hour, hour, day of month
Year by Week
Trunk
Half hour, hour, day of week, week
Year by Month
Trunk
Half hour, hour, day of month, month
Reporting Period
Resource
Report Options
Daily
Extension
Quarter hour, half hour, hour
Weekly
Extension
Quarter hour, half hour, hour, day of week
Monthly
Extension
Quarter hour, half hour, hour, day of month
Year by Week
Extension
Half hour, hour, day of week, week
Year by Month
Extension
Half hour, hour, day of month, month
Extension Reports
Extension Group Reports
Reporting Period
Resource
Report Options
Daily
Extension Group
By Extension
Weekly
Extension Group
By Extension
Monthly
Extension Group
By Extension
Year by Week
Extension Group
By Extension
Year by Month
Extension Group
By Extension
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TASKE Call Center Management Tools
Agent Reports
Reporting Period
Resource
Report Options
Daily
Agent
Quarter hour, half hour, hour, agent group, Queue
Weekly
Agent
Quarter hour, half hour, hour, day of week, agent
group, Queue
Monthly
Agent
Quarter hour, half hour, hour, day of month, agent
group, Queue
Year by Week
Agent
Half hour, hour, day of week, week, agent group,
Queue
Year by Month
Agent
Half hour, hour, day of month, month, agent group,
Queue
Agent Group Reports
Reporting Period
Resource
Report Options
Daily
Agent Group
Quarter hour, half hour, hour, agent, Queue
Weekly
Agent Group
Quarter hour, half hour, hour, day of week, agent,
Queue
Monthly
Agent Group
Quarter hour, half hour, hour, day of month, agent,
Queue
Year by Week
Agent Group
Half hour, hour, day of week, week, agent, Queue
Year by Month
Agent Group
Half hour, hour, day of month, month, agent, Queue
Reporting Period
Resource
Report Options
Daily
Queue
Quarter hour, half hour, hour, DNIS, area code, area
code & city, state
Weekly
Queue
Quarter hour, half hour, hour, day of week, DNIS, area
code, area code & city, state
Monthly
Queue
Quarter hour, half hour, hour, day of month, DNIS, area
code, area code & city, state
Year by Week
Queue
Half hour, hour, day of week, week, DNIS, area code,
area code & city, state
Year by Month
Queue
Half hour, hour, day of month, month, DNIS, area code,
area code & city, state
Daily
Queue Answer
Spectrum
Quarter hour, half hour, hour
Weekly
Queue Answer
Spectrum
Quarter hour, half hour, hour, day of week
Queue Reports
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Queue Reports
Reporting Period
Resource
Report Options
Monthly
Queue Answer
Spectrum
Quarter hour, half hour, hour, day of month
Year by Week
Queue Answer
Spectrum
Half hour, hour, day of week, week
Year by Month
Queue Answer
Spectrum
Half hour, hour, day of month, month
Daily
Queue Abandon
Spectrum
Quarter hour, half hour, hour
Weekly
Queue Abandon
Spectrum
Quarter hour, half hour, hour, day of week
Monthly
Queue Abandon
Spectrum
Quarter hour, half hour, hour, day of month
Year by Week
Queue Abandon
Spectrum
Half hour, hour, day of week, week
Year by Month
Queue Abandon
Spectrum
Half hour, hour, day of month, month
Daily
Queue Interflow
Spectrum
Quarter hour, half hour, hour
Weekly
Queue Interflow
Spectrum
Quarter hour, half hour, hour, day of week
Monthly
Queue Interflow
Spectrum
Quarter hour, half hour, hour, day of month
Year by Week
Queue Interflow
Spectrum
Half hour, hour, day of week, week
Year by Month
Queue Interflow
Spectrum
Half hour, hour, day of month, month
Daily
Queue Activity
Quarter hour, half hour, hour, pairs of acct codes
Weekly
Queue Activity
Quarter hour, half hour, hour, day of week, pairs of acct
codes
Monthly
Queue Activity
Quarter hour, half hour, hour, day of month, pairs of
acct codes
Year by Week
Queue Activity
Half hour, hour, day of week, week, pairs of acct codes
Year by Month
Queue Activity
Half hour, hour, day of month, month, pairs of acct
codes
Monthly
Queue Peaks
Peak offered, peak answered, peak abandoned, peak
interflowed
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Queue Group Reports
Reporting Period
Resource
Report Options
Daily
Queue Group
Quarter hour, half hour, hour, Queue, DNIS, area code,
area code & city, state
Weekly
Queue Group
Quarter hour, half hour, hour, day of week, Queue,
DNIS, area code, area code & city, state
Monthly
Queue Group
Quarter hour, half hour, hour, day of month, Queue,
DNIS, area code, area code & city, state
Year by Week
Queue Group
Half hour, hour, day of week, week, Queue, DNIS, area
code, area code & city, state
Year by Month
Queue Group
Half hour, hour, day of month, month, Queue, DNIS,
area code, area code & city, state
Daily
Queue Group Answer
Spectrum
Quarter hour, half hour, hour, Queue
Weekly
Queue Group Answer
Spectrum
Quarter hour, half hour, hour, day of week, Queue
Monthly
Queue Group Answer
Spectrum
Quarter hour, half hour, hour, day of month, Queue
Year by Week
Queue Group Answer
Spectrum
Half hour, hour, day of week, week, Queue
Year by Month
Queue Group Answer
Spectrum
Half hour, hour, day of month, month, Queue
Daily
Queue Group Abandon
Spectrum
Quarter hour, half hour, hour, Queue
Weekly
Queue Group Abandon
Spectrum
Quarter hour, half hour, hour, day of week, Queue
Monthly
Queue Group Abandon
Spectrum
Quarter hour, half hour, hour, day of month, Queue
Year by Week
Queue Group Abandon
Spectrum
Half hour, hour, day of week, week, Queue
Year by Month
Queue Group Abandon
Spectrum
Half hour, hour, day of month, month, Queue
Daily
Queue Group Interflow
Spectrum
Quarter hour, half hour, hour, Queue
Weekly
Queue Group Interflow
Spectrum
Quarter hour, half hour, hour, day of week, Queue
Monthly
Queue Group Interflow
Spectrum
Quarter hour, half hour, hour, day of month, Queue
Year by Week
Queue Group Interflow
Spectrum
Half hour, hour, day of week, week, Queue
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TASKE Call Center Management Tools
Queue Group Reports
Reporting Period
Resource
Report Options
Year by Month
Queue Group Interflow
Spectrum
Half hour, hour, day of month, month, Queue
Daily
Queue Group Activity
Quarter hour, half hour, hour, Queue, pairs of acct
codes
Weekly
Queue Group Activity
Quarter hour, half hour, hour, day of week, Queue,
pairs of acct codes
Monthly
Queue Group Activity
Quarter hour, half hour, hour, day of month, Queue,
pairs of acct codes
Year by Week
Queue Group Activity
Half hour, hour, day of week, Queue, pairs of acct
codes
Year by Month
Queue Group Activity
Half hour, hour, day of month, month, Queue, pairs of
acct codes
Monthly
Queue Group Peaks
Peak offered, peak answered, peak abandoned, peak
interflowed
Daily Reports
Daily reports have three (3) report interval options: 15 minutes, half
hour and hour. Daily reports are used to monitor the operations of a
customer interaction center on a daily basis. The load activity data from the Daily
reports of previous months or years can be used to forecast the call demand
expected on a specific day of the year, such as Boxing day. For example, the
level of Load Activity shown in last year's Daily report for September 9th might be
a good indication of the level of Load Activity expected on September 9th of the
current year.
The statistics for each day typically cover an entire 24 hour time span. However,
this time span may be truncated if the report options are set to limit the reporting
hours of the day to a personalized definition of a business bay. The start and end
times for the business day are set in the Administrator application. Go to the
Options table of the Database mode to set these parameters.
Weekly Reports
Weekly reports have four (4) report interval options: 15 minutes,
half hour, hour, and day of the week. Weekly reports are used to
monitor the operations of a customer interaction center on a weekly basis. If the
load activity for a customer interaction center is not expected to vary much
between the days of the week but is expected to vary from week to week, then
the Weekly reports might be used for forecasting purposes. This would be less
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time consuming than viewing Daily reports since the data is reviewed a week at a
time rather than a day at a time.
Weekly reports represent a reporting period of seven (7) consecutive days. The
statistics for each day of the week typically cover an entire 24 hour time span
unless daily reports have been truncated to fewer hours. The week start day is
set in the Administrator application. Go to the Options table of the Database
mode to set this parameter.
Monthly Reports
Monthly reports have four (4) report interval options: 15 minutes,
half hour, hour, and day of the month. Monthly reports may be used
to compare this month's performance and call handling productivity with a
previous month's performance. Monthly reports may also be used for budget
planning purposes. For example, to examine the seasonal load activity levels that
pertain to term hiring, Monthly reports would provide the load activity data in a
manageable number of reports, rather than 31 Daily reports or 4 Weekly reports.
Monthly reports represent a report period of up to 31 consecutive days,
representing an entire calendar month. The statistics for each day of the month
typically cover an entire 24 hour time span unless daily reports have been
truncated to fewer hours.
Year By Week Reports
Year By Week reports have four (4) report interval options: half
hour, hour, day of the week, and week. Year By Week reports may
be used to compare this year's performance and call handling productivity by
week with a previous year. The Year By Week reports enable performance and
load activity for a relatively long period of time to be reviewed in one report.
Year By Week reports can be generated for a minimum period of 1 week to a
maximum period of 52 consecutive weeks, representing an entire calendar year,
divided by week. The statistics for each day of the year that forms the Weekly
report that is used by the Year By Week report typically covers an entire 24 hour
time span unless daily reports have been truncated to fewer hours.
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Year By Month Reports
Year By Month reports have four (4) report interval options: half
hour, hour, day of the month, and month. Year By Month reports
may be used to compare this year's performance and call handling productivity
by month with a previous year. The Year By Month reports enable performance
and load activity for a relatively long period of time to be reviewed in one report.
Year By Month reports can be generated for a minimum period of 1 month to a
maximum period of 24 consecutive months, representing 2 entire calendar years,
divided by month. The statistics for each day of the year that forms the Monthly
report that is used by the Year By Month report typically covers an entire 24 hour
time span unless daily reports have been truncated to fewer hours.
Forecast Reports
Within a customer interaction center, if there are more Agents than
calls, then the Agents are idle for part of the time and costs are
increased. In most cases, the Queue is designed so that the number of Agents
available at any given time is less than the number of incoming calls. This places
an upper limit on the number of Agents required for a customer interaction
center.
If there are more calls than available Agents, then callers must be kept waiting
for an available Agent. The length of time a Caller waits depends on how many
calls there are compared to the number of available Agents. However, there is an
upper limit on the amount of time a caller will wait before abandoning the call.
Therefore, there must be enough agents available to maintain the desired level of
service.
In between these upper and lower limits there is a balance where a given number
of Agents provide satisfactory service at minimal cost. The objective of customer
interaction center management is to achieve a good balance.
The balance between economy and service is the crux of the operation of the
customer interaction center, and produces very significant problems. The first of
these is to predict how many calls can be expected over a given period of time
(of an hour, a work shift or a day, for example). As telephone traffic (or the total
number of calls made and the total duration of these) is highly variable in nature,
it is very difficult to predict. The only practical means of obtaining a reasonable
estimate is to perform an historical analysis of past experience and use this to
predict future traffic volumes and patterns.
The process of estimating projected traffic levels, or call loads on the Queue is
termed Forecasting. Forecasting data is used to estimate the number of Agents
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and other resources (such as Queues) needed to meet the forecast call load, and
identify which Agents will work which shifts (i.e. scheduling).
Using the Report Templates Panel
The Report Templates panel occupies the upper, right quadrant of the Reports
interface. This panel displays a table of the report templates created for the reporting
period currently selected in the Main Control Panel.
The table provides the following columns:
Name - displays the names of the report templates defined for the reporting period.
Sites - displays the name of the site where the content of the report template is
based.
Description - displays a short description of the report templates.
Auto Print - displays a Yes or No indicator to flag whether the report template is setup for automatic printing.
Auto Export - displays a Yes or No indicator to flag whether the report template is
set-up for automatic export.
The color of the Report Templates panel title bar corresponds to the color of the button
selected for the reporting period in the Main Control Panel. The title bar of the Report
Templates panel contains four buttons. These buttons provide the tools for creating new
report templates, editing existing report templates, viewing the report for a report
template, and immediately exporting a report for a report template.
New - creates a new template for the reporting period selected in the Main Control
Panel.
Properties - displays the Properties window for the selected report template.
View - generates a report based on the selected report template and displays the
report in the Publication Viewer.
Export - generates a report based on the selected report template in the format
selected in the Export tab of the Properties window.
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Using the Properties Window
The Properties window defines the properties for the report templates. The
window contains three tabs: General, Content and Export. The Properties
window is launched when creating a new report template or when an existing
report template is selected in the Report Templates panel and the Properties
button is clicked.
To open the Properties window for an existing report template, double-click the
entry of the desired report template in the table of the Report Templates panel.
General Tab
The General tab of the Properties window displays the general properties
available for the report templates. To create a report template a name and
description must be assigned.
This tab provides the interface for users to define the name and description of the
report template as well as set-up the automatic printing and exporting of the
report.
Site - a non-editable field that displays the name of the site for the report
template.
Report Template - an editable field where the user inputs a name for the
report template. The name is mandatory, and is displayed in the Name
column of the table in the Report Templates panel.
Report Description - an editable field where the user inputs a description for
the report template. The description is displayed in the Description column of
the table in the Report Templates panel.
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Auto Print - enable this check box to flag the report for automatic printing.
Auto Export - enable this check box to flag the report for automatic export.
The report is exported in the format selected on the Export tab of the
Properties window.
Schedule Report Generator... - click this button to open the Schedule
Report Generator dialog box. Use this dialog box to set the days of the week
and time of day to automatically print and export reports.
Time Period - the Time Period section of the General tab is only visible for
Year by Week and Year by Month report templates. This section of the tab
allows users to set a variable time period for the report.
Content Tab
The Content tab of the Properties window displays the resources and report
options available for the report templates.
This tab provides the interface for users to select the resource and report options
for the report template.
Resource - the Resource drop-down list provides a selection of resource
types. Each resource type represents an element of the TASKE database.
Selection of a resource type determines the resource content of the report.
Report Options - the report options provide various intervals and criteria for
reporting on the selected resource. The report options vary depending on the
resource selected. Select the resource options globally using the Report
Options buttons at the top of the Content tab, or individually for the members
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of the resource group. To apply report options to individual members of a
resource group, select a resource member in the table of the display area and
enable the check boxes of the desired report options.
Display Area - the display area of the Contents tab contains a table that lists
all members of the selected resource type. The table has a column for the ID
of the resource member, the name of the resource member, as well as a
column for each of the report options. Report options that have been selected
for any of the resource members in the current template appear with a red
check mark.
Export Tab
The Export tab of the Properties window displays the available options for
exporting a report.
This tab provides the interface for users to select an export file format, time
format, and location of the new file after the export. Use the check boxes to
further define the format and location of the exported reports.
Export Format - select the file format for the exported file. A report may be
exported to one of several file formats. A file format must be chosen before
the report can be exported.
Time Format - select a time format to determine how the data is displayed in
the report.
Export Path - set the Export Path to define the location of the exported report
in the selected file format. Click the Browse button to search for a directory on
the local PC or network, or enter the path of the export directory location
directly in the Export Path field.
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Use Account Code in Column Title - use this check box to determine the
format of the column titles in the Queue Activity report. When enabled, the
Account Code ID is included in the column titles of the Queue Activity report.
Export to separate date folder - use this check box to determine how the
files are exported to the desired location. If this check box is disabled, the files
will be exported to the specified folder and will overwrite any existing files in
that folder with the same names. Enabling this check box prompts the
creation of a new folder within the folder specified in the Export Path field.
The new folder is named in the format YYYYMMDD. If a folder with this name
already exists, any data in the folder will be overwritten with the newly
exported files.
Defining Export Properties for Reports
The Export tab of the Properties window displays the available options for
exporting a report.
This tab provides the interface for users to select an export file format, time
format, and location of the new file after the export. Use the check boxes to
further define the format and location of the exported reports.
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Export Filenames - exported reports are named with very specific filenames
to aid in the identification of the exported files. The files are named using the
following conventions:
Component
Component Options
Appearance in Filename
Period
Daily
Pd
Weekly
Pw
Monthly
Pm
Yearly
Py
Agent
Ta
Extension
Te
Group
Tg
Queue
Tq
Trunk
Tt
Activity (Queue)
Tact
Answer Spectrum
Tansp
Abandon Spectrum
Tabsp
Interflowed Spectrum
Tfsp
15 Minute
I15
30 Minute
I30
60 Minute
I60
Day
Id
Week
Iw
Month
Im
Area Code
Iar
DNIS
Idn
Area Code and City
Iac
State or Province
Isp
Abandon Caller
Iabn
Agent
Ia
Account Code
Iact
Type
Interval
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Component
Component Options
Appearance in Filename
Interval
Peak Offered
Ipo
Peak Answered
Ipan
Peak Abandoned
Ipab
Peak Interflowed
Ipf
Element #
The element number is the ID of the reporting element
that is the focus of the report. A reporting element may
be a trunk, trunk group, extension, extension group,
agent, agent group, Queue, or Queue group.
Using these naming conventions, a filename for an Agent Daily by Period
report for agent 7500 with a 30-minute interval that is exported to Microsoft
Excel would be: PdTaI307500.xls
Export Format - select the file format for the exported file. A report may be
exported to one of several file formats. A file format must be chosen before
the report can be exported.
The file formats available for export include:
•
•
•
•
•
•
•
•
•
•
•
Ascii
Clarion
Comma Separated Variable
dBase II
dBase III
dBase IV
HTML Table
Lotus 123 1A
Lotus 123 2.0
Lotus 123 3.0
Lotus 123 4.0
•
•
•
•
•
•
•
•
•
•
•
Microsoft Excel 2.1
Microsoft Excel 3.0
Microsoft Excel 4.0
Print Image
Quattro
Quattro Pro
Quattro Pro 5.0 for Windows
Symphony 1.0
Symphony 1.1
Tab Separated Variable
Word Processing Text
Time Format - select a time format to determine how the data is displayed in
the report.
Export Path - set the Export Path to define the location of the exported report
in the selected file format. Click the Browse button to search for a directory on
the local PC or network, or enter the path of the export directory location
directly in the Export Path field.
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Use Account Code in Column Title - use this check box to determine the
format of the column titles in the Queue Activity report. When enabled, the
Account Code ID is included in the column titles of the Queue Activity report.
Export to separate date folder - use this check box to determine how the
files are exported to the desired location.
If this check box is disabled, files are exported to the specified folder and
overwrite any existing files in that folder with the same names.
Enabling this check box prompts the creation of a new folder within the folder
specified in the Export Path field. The new folder is named in the format
YYYYMMDD. If a folder with this name already exists, any files in the folder
with the same filenames are overwritten with the newly exported files.
When exporting weekly or monthly files, the exported files are placed in the
date folder for the first day of the month. All daily files for that day are also
placed in that folder. When exporting YearbyWeek or YearbyMonth reports,
the files are placed in the folder for the first day of the report.
Using the Forecast Properties Window
The Forecast Properties window defines the properties for the Forecast report
templates. The window contains four tabs: General, Queues/Queue Groups,
Forecast Parameters, and Selected Dates. The Forecast Properties window is
launched when creating a new report template or when an existing report
template is selected in the Report Templates panel and the Properties button is
clicked.
To open the Forecast Properties window for an existing report template, doubleclick the entry of the desired report template in the table of the Report Templates
panel.
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General Tab
The General tab of the Properties window displays the general properties
available for the Forecast report templates. To create a Forecast report template
assign a name and description to the report template.
This tab provides the interface for users to define the name and description of the
Forecast report template.
Site - a non-editable field that displays the name of the site for the report
template.
Report Template - an editable field where the user inputs a name for the
report template. The name is mandatory, and is displayed in the Name
column of the table in the Report Templates panel.
Report Description - an editable field where the user inputs a description for
the report template. The description is displayed in the Description column of
the table in the Report Templates panel.
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Queues/Queue Groups Tab
The Queues/Queue Groups tab of the Forecast Properties window displays the
resources and report options available for the Forecast report templates.
This tab provides the interface for users to define the content and reporting
options of the report.
Queue - click the Queue button to base the Forecast report template on
Queues. Enable the reporting options for the desired Queues in the display
area. When a reporting option is selected, a red check mark populates its cell
for the Queue entry in the display area.
Queue Group - click the Queue Group button to base the Forecast report
template on Queue Groups. Enable the reporting options for the desired
Queue Groups in the display area. When a reporting option is selected, a red
check mark populates its cell for the Queue Group entry in the display area.
Selection - a reporting option that marks the Queue or Queue Group for
inclusion in the Forecast report. If the Selection option is not checked, the
Queue/Queue Group will not be included in the report.
Interflows - a reporting option that classifies interflowed calls as one call,
rather than multiple calls for multiple Queues/Queue Groups. With this option
unchecked, an interflowed call is counted as a new call each time it is
transferred to another Queue/Queue Group.
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Forecasting Parameters Tab
The Forecasting Parameters tab of the Forecast Properties window displays the
user-defined parameters for creating the Forecast.
The Forecast Parameters tab provides the interface for users to accept the
default Forecast parameters or to edit the parameters if these parameters do not
fit the customer interaction center.
Resolution - this is the interval used by the Forecast report when calculating
and reporting the results for the numbers of calls, the number of Agents, and
the average Talk Time. The Resolution options include quarter hour, half hour
or one hour. The default resolution is Half Hour.
Size - this selection determines whether the Forecast report will be run for
one (or more) days or one (or more) weeks. The Size options include one
day and one week. The default size is One Day.
From Time/To Time - set the beginning time for the daily reporting period in
the From Time field and the end time for the daily reporting period in the To
Time field. Both times must be input in HH:MM format using the 24-hour
clock. The default for the From Time is 9:00. The default for the To Time is
17:00. The Forecast report is divided into quarter hour, half hour or one hour
intervals for each day. To avoid cluttering the reports with entries that fall
outside of the regular business hours, use the From Time and To Time fields
to set the daily time range to include in the Forecast report.
TSF % - the Telephone Service Factor (TSF) percentage is used for Forecast
report calculations. This value is the ratio of calls that are either Answered or
Abandoned before a threshold time, divided by the total number of calls that
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are offered. The default TSF percentage is 80%, but is adjustable in 1%
increments from 1% to 100%.
TSF Time (secs) - the TSF time defines the threshold time for the TSF
percentage. The default TSF time is 20 seconds, but any value between 0
and 100 is acceptable.
Wrapup Time (secs) - the wrap-up time, also known as work time, is a factor
that is added to call times for agents to complete paperwork after the callers
disconnect. The default wrap-up time is 0 seconds, but any value between 0
and 100 is acceptable.
Selected Dates Tab
The Selected Dates tab of the Forecast Properties window displays a calendar
for selecting the days or weeks to use as the historical basis of the Forecast
report.
The interface of the Select Dates tab provides a calendar in the bottom portion of
the tab and a display area in the top portion of the tab. As dates are selected in
the calendar, they are displayed in the display area above. Users select days or
weeks in the calendar. The selection from the Size drop-down list (days or
weeks) in the Forecast Parameters tab determines whether days or weeks are
selected in the calendar.
Use the following steps to select dates from the calendar in the Select Dates tab.
1.
2.
3.
Use
and
to select the desired year.
Use
and
to select the desired month.
Click the desired date(s). This may be a span of days or weeks.
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The selected calendar period is highlighted in blue. The dates selected in this tab
act as the historical basis for the Forecast report template. The logged data that
exists for these days should be similar to the period the user is attempting to
forecast in order to achieve an accurate projection.
Using the Publication Viewer
The Publication Viewer occupies the lower, right quadrant of the Reports interface. This
panel displays the reports generated for the report templates of Report Templates
panel. The Publication Viewer displays the last report generated. This may not always
correspond with the report template currently selected in the Report Templates Panel.
The View button must be clicked on the Report Templates title bar for a report to be
generated and displayed in the Publication Viewer.
The color of the Publication Viewer title bar corresponds to the color of the button
selected for the reporting period in the Main Control Panel. The title bar of the Report
Templates panel contains three buttons and a page selection tool for maneuvering
throughout the pages of the report. The buttons provide the tools for previewing the
printed report, printing the report, and changing the font of the report. The page
selection tool provides left and right arrow buttons for moving forward or backward
throughout the pages of the report. In addition it tells the user the page number of the
report that is currently displayed in the Publication Viewer and the total number of pages
in the report.
Print Preview - provides a preview of the printed report, if desired, print the report
from this window.
Print - opens the Print dialog box where users can select a printer, define the
properties for printing the report, and print the report.
Change Font - opens the Font dialog box where users can change the font type,
style, and size.
All fonts used by the Reports application are provided by the default printer for the
computer. If a message appears that states no fonts are installed, this indicates that
there is no default printer installed and one must be designated.
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Page Counter - allows users to scroll through the pages of the generated report.
Changing the Report Font
The font of a report is changeable to accommodate user preferences. Use any of
the installed default printer fonts and set the style and size as desired. When
changing the font, it is important that this is a global change. All future reports will
use the new font.
Use the following steps to change the font of a report.
1.
2.
3.
4.
5.
Click Change Font... on the title bar of the Publication Viewer to open the
Font dialog box.
Select a font from the Font list.
Select a font style from the Font style list.
Select a font size from the Size list or input a value for the font size in the
Size box.
Click OK.
The Sample section of the Font dialog box provides an illustration of the selected
font variables.
Manually Exporting a Report
Use the following steps to export a report using an existing report template.
1.
2.
3.
4.
5.
Select the desired reporting period (Daily, Weekly, Monthly, Year by Week, Year
by Month, or Forecast) from the Main Control Panel.
Select a report template from the list of available templates.
Click Properties on the title bar of the Main Control Panel to open the Properties
window.
Select the Export tab.
Check the export settings (export file format, time format, and export path) and
make any required changes to these settings.
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The file formats available for export include:
•
•
•
•
•
•
•
•
•
•
•
6.
7.
8.
9.
10.
11.
12.
13.
Ascii
Clarion
Comma Separated Variable
dBase II
dBase III
dBase IV
HTML Table
Lotus 123 1A
Lotus 123 2.0
Lotus 123 3.0
Lotus 123 4.0
•
•
•
•
•
•
•
•
•
•
•
Microsoft Excel 2.1
Microsoft Excel 3.0
Microsoft Excel 4.0
Print Image
Quattro
Quattro Pro
Quattro Pro 5.0 for Windows
Symphony 1.0
Symphony 1.1
Tab Separated Variable
Word Processing Text
Click OK to accept the export settings and close the Properties window.
Ensure the appropriate report template is selected in the Report
Templates panel.
Click Export on the Report Template panel title bar to open the Date
Selection calendar.
Use
and
to select the desired year.
Use
and
to select the desired month.
Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected calendar
period is highlighted in blue.
Click OK to close the Date Selection calendar and export the report for the
selected date.
Locate the exported file in the directory specified in Export Path field of the
Properties window and open the file using the appropriate software
application.
The export properties do not have to be reset every time the report is exported.
These settings are saved with the Export Properties and only require changes as
needed.
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Manually Printing a Report
Preview and print reports manually using the Print Preview... and Print... buttons
on the title bar of the Publication Viewer. Each printed page of a report includes
the date of the report, the report title, the page number, the site name, and the
content of the report.
Use the following steps to preview a report before printing.
Click Print Preview... from the title bar of the Publication Viewer to open
the preview window.
2. Use the Next Page, Prev Page, One/Two Page, Zoom In, and Zoom Out
buttons to view the report in the preview window.
3. If desired, click Print to open the Print dialog box and print the search
results.
4. Click Close to exit the preview window.
1.
Use the following steps to print a report.
Click Print... from the title bar of the Publication Viewer to open the Print
dialog box.
2. Select the printer, print range, and the number of copies.
3. Click OK.
1.
Use the following steps to define the print setup.
1.
2.
3.
Select Print Setup from the File menu to open the Print Setup dialog box.
Make the required changes to the printer, paper, and paper orientation.
Click OK.
Generating Reports
A report template is a shell for a report. The template defines the resources, reporting
options, and characteristics of the report but does not contain the report content. The
report content is generated based on the data for the selected date(s) in the TASKE
database.
To view, export, or print a report, a report template must first be created for the report.
Report templates are created for each of the reporting periods. To view a report
template or to create a new report template for a reporting period, click the button for
the desired reporting period on the Main Control Panel. This action displays the existing
report templates in the Report Templates panel and provides the tools for creating a
new report template in the title bar of the panel.
Once a template is created, the report is viewable, exportable, and printable for any
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date with pertinent data in the TASKE database. Create report templates for the Daily,
Weekly, Monthly, Year by Week, Year by Month, and Forecast reporting periods.
To change the name of a report template, right-click on the template listing in the Report
Templates panel, and select Rename from the menu.
Generating Reports from Existing Templates
Use the following steps to generate a report using an existing report template.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Select the desired reporting period (Daily, Weekly, Monthly, Year by
Week, Year by Month, or Forecast) from the Main Control Panel.
Select a report template from the list of available templates.
Click View on the Report Templates panel title bar to open the Date
Selection calendar.
Use
and
to select the desired year.
Use
and
to select the desired month.
Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected calendar
period is highlighted in blue.
Click OK to close the Date Selection calendar and generate the report for
the selected date.
The report opens in the Publication Viewer. If no data is available for the
selected date, the TASKE Reports dialog box opens indicating that there
is nothing to report on for the specified options.
Scroll through the pages of the report using the page selector tools on the
title bar of the Publication Viewer.
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Creating Trunk Report Templates
Generate Trunk reports for specific dates using a report template. The template
draws data from the TASKE database that pertains to the selected Trunk(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Trunk(s) using the selected reporting options.
Use the following steps to create a report template for a Trunk.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Trunk from the Resource drop-down list.
c. Enable the Individual Trunks check box to report on individual
trunks only.
d. Select the Trunks to include in the report from the list of Trunks in
the display area. To select a group of Trunks that are in order,
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select the first Trunk and SHIFT+click the last Trunk in the list of
those desired for selection. To select a group of Trunks that are not
in order, select the first Trunk and CTRL+click each of the
remaining Trunks desired for selection.
e. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Trunks. The report options for Trunks vary
according to the reporting period selected. The table below outlines
the report options available for each reporting period.
Trunk Reports
Reporting Period
Resource
Report Options
Daily
Trunk
Quarter hour, half hour, hour
Weekly
Trunk
Quarter hour, half hour, hour, day of week
Monthly
Trunk
Quarter hour, half hour, hour, day of month
Year by Week
Trunk
Half hour, hour, day of week, week
Year by Month
Trunk
Half hour, hour, day of month, month
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Trunk report template
and close the Properties window.
7.
View the report.
a. Select the new Trunk report template in the Report Templates
panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
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Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
f.
Creating Extension Report Templates
Generate Extension reports for specific dates using a report template. The
template draws data from the TASKE database that pertains to the selected
Extension(s) and organizes it into a tabular report. The template is based on a
reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month) and
reports on the Extension(s) using the selected reporting options.
Use the following steps to create a report template for an Extension.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
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f.
4.
If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
Define the Content properties.
a. Select the Content tab.
b. Select Extension from the Resource drop-down list.
c. Enable the Individual Extensions check box to report on individual
Extensions only.
d. Select the Extensions to include in the report from the list of
Extensions in the display area. To select a group of Extensions that
are in order, select the first Extension and SHIFT+click the last
Extension in the list of those desired for selection. To select a group
of Extensions that are not in order, select the first Extension and
CTRL+click each of the remaining Extensions desired for selection.
e. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Extensions. The report options for Extensions
vary according to the reporting period selected. The table below
outlines the report options available for each reporting period.
Extension Reports
Reporting Period
Resource
Report Options
Daily
Extension
Quarter hour, half hour, hour
Weekly
Extension
Quarter hour, half hour, hour, day of week
Monthly
Extension
Quarter hour, half hour, hour, day of month
Year by Week
Extension
Half hour, hour, day of week, week
Year by Month
Extension
Half hour, hour, day of month, month
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Extension report
template and close the Properties window.
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7.
View the report.
a. Select the new Extension report template in the Report Templates
panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Extension Group Report Templates
Generate Extension Group reports for specific dates using a report template. The
template draws data from the TASKE database that pertains to the selected
Extension Group(s) and organizes it into a tabular report. The template is based
on a reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month)
and reports on the Extension Group(s) using the selected reporting options.
Use the following steps to create a report template for an Extension Group.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
Create a new template.
b. Click New in the Report Templates panel to open the Properties
window.
2.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
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Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
d.
3.
Define the Content properties.
a. Select the Content tab.
b. Select Extension Group from the Resource drop-down list.
c. Select the Extension Groups to include in the report from the list of
Extension Groups in the display area. To select a group of
Extension Groups that are in order, select the first Extension Group
and SHIFT+click the last Extension Group in the list of those
desired for selection. To select a group of Extension Groups that
are not in order, select the first Extension Group and CTRL+click
each of the remaining Extension Groups desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Extension Groups. The report options for
Extension Groups vary according to the reporting period selected.
The table below outlines the report options available for each
reporting period.
Extension Group Reports
4.
Reporting Period
Resource
Report Options
Daily
Extension Group
By Extension
Weekly
Extension Group
By Extension
Monthly
Extension Group
By Extension
Year by Week
Extension Group
By Extension
Year by Month
Extension Group
By Extension
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
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Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
c.
5.
Accept the properties.
a. Click OK to save the properties of the new Extension Group report
template and close the Properties window.
6.
View the report.
a. Select the new Extension Group report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
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Creating Agent Report Templates
Generate Agent reports for specific dates using a report template. The template
draws data from the TASKE database that pertains to the selected Agent(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Agent(s) using the selected reporting options.
Use the following steps to create a report template for an Agent.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
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4.
Define the Content properties.
a. Select the Content tab.
b. Select Agent from the Resource drop-down list.
c. Select the Agents to include in the report from the list of Agents in
the display area. To select a group of Agents that are in order,
select the first Agent and SHIFT+click the last Agent in the list of
those desired for selection. To select a group of Agents that are not
in order, select the first Agent and CTRL+click each of the
remaining Agents desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Agents. The report options for Agents vary
according to the reporting period selected. The table below outlines
the report options available for each reporting period.
Agent Reports
Reporting Period
Resource
Report Options
Daily
Agent
Quarter hour, half hour, hour, agent group,
Queue
Weekly
Agent
Quarter hour, half hour, hour, day of week,
agent group, Queue
Monthly
Agent
Quarter hour, half hour, hour, day of month,
agent group, Queue
Year by Week
Agent
Half hour, hour, day of week, week, agent
group, Queue
Year by Month
Agent
Half hour, hour, day of month, month,
agent group, Queue
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Agent report template
and close the Properties window.
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7.
View the report.
a. Select the new Agent report template in the Report Templates
panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Agent Group Report Templates
Generate Agent Group reports for specific dates using a report template. The
template draws data from the TASKE database that pertains to the selected
Agent Group(s) and organizes it into a tabular report. The template is based on a
reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month) and
reports on the Agent Group(s) using the selected reporting options.
Use the following steps to create a report template for an Agent Group.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
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Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
d.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Agent Group from the Resource drop-down list.
c. Select the Agent Groups to include in the report from the list of
Agent Groups in the display area. To select a group of Agent
Groups that are in order, select the first Agent Group and
SHIFT+click the last Agent Group in the list of those desired for
selection. To select a group of Agent Groups that are not in order,
select the first Agent Group and CTRL+click each of the remaining
Agent Groups desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Agent Groups. The report options for Agent
Groups vary according to the reporting period selected. The table
below outlines the report options available for each reporting
period.
Agent Group Reports
Reporting Period
Resource
Report Options
Daily
Agent Group
Quarter hour, half hour, hour, agent,
Queue
Weekly
Agent Group
Quarter hour, half hour, hour, day of
week, agent, Queue
Monthly
Agent Group
Quarter hour, half hour, hour, day of
month, agent, Queue
Year by Week
Agent Group
Half hour, hour, day of week, week,
agent, Queue
Year by Month
Agent Group
Half hour, hour, day of month, month,
agent, Queue
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5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Agent Group report
template and close the Properties window.
7.
View the report.
a. Select the new Agent Group report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
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Creating Queue Report Templates
Generate Queue reports for specific dates using a report template. The template
draws data from the TASKE database that pertains to the selected Queue(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Queue(s) using the selected reporting options.
Use the following steps to create a report template for a Queue.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
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4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue from the Resource drop-down list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queues vary
according to the reporting period selected. The table below outlines
the report options available for each reporting period.
Queue Reports
Reporting Period
Resource
Report Options
Daily
Queue
Quarter hour, half hour, hour, DNIS, area
code, area code & city, state
Weekly
Queue
Quarter hour, half hour, hour, day of week,
DNIS, area code, area code & city, state
Monthly
Queue
Quarter hour, half hour, hour, day of month,
DNIS, area code, area code & city, state
Year by Week
Queue
Half hour, hour, day of week, week, DNIS,
area code, area code & city, state
Year by Month
Queue
Half hour, hour, day of month, month, DNIS,
area code, area code & city, state
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue report template
and close the Properties window.
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7.
View the report.
a. Select the new Queue report template in the Report Templates
panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Queue Answer Spectrum Report Templates
Generate Queue Answer Spectrum reports for specific dates using a report
template. A Queue Answer Spectrum report indicates how many calls were
answered in a specified time period by a specific Queue. The template draws
data from the TASKE database that pertains to the selected Queue(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Queue(s) using the selected reporting options.
Use the following steps to create a report template for a Queue Answer
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
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3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Answer Spectrum from the Resource drop-down list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
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d.
Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue
Answer Spectrums vary according to the reporting period selected.
The table below outlines the report options available for each
reporting period.
Queue Answer Spectrum Reports
Reporting Period
Resource
Report Options
Daily
Queue Answer
Spectrum
Quarter hour, half hour, hour
Weekly
Queue Answer
Spectrum
Quarter hour, half hour, hour, day of
week
Monthly
Queue Answer
Spectrum
Quarter hour, half hour, hour, day of
month
Year by Week
Queue Answer
Spectrum
Half hour, hour, day of week, week
Year by Month
Queue Answer
Spectrum
Half hour, hour, day of month, month
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Answer
Spectrum report template and close the Properties window.
7.
View the report.
a. Select the new Queue Answer Spectrum report template in the
Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
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Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
e.
Creating Queue Abandon Spectrum Report Templates
Generate Queue Abandon Spectrum reports for specific dates using a report
template. A Queue Abandon Spectrum report indicates how many calls were
abandoned in a specified time period by a specific Queue. The template draws
data from the TASKE database that pertains to the selected Queue(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Queue(s) using the selected reporting options.
Use the following steps to create a report template for a Queue Abandon
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
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e.
f.
4.
Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Abandon Spectrum from the Resource drop-down
list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue
Abandon Spectrums vary according to the reporting period
selected. The table below outlines the report options available for
each reporting period.
Queue Abandon Spectrum Reports
5.
Reporting Period
Resource
Report Options
Daily
Queue Abandon Quarter hour, half hour, hour
Spectrum
Weekly
Queue Abandon Quarter hour, half hour, hour, day of
Spectrum
week
Monthly
Queue Abandon Quarter hour, half hour, hour, day of
Spectrum
month
Year by Week
Queue Abandon Half hour, hour, day of week, week
Spectrum
Year by Month
Queue Abandon Half hour, hour, day of month, month
Spectrum
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
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Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
c.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Abandon
Spectrum report template and close the Properties window.
7.
View the report.
a. Select the new Queue Abandon Spectrum report template in the
Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Queue Interflow Spectrum Report Templates
Generate Queue Interflow Spectrum reports for specific dates using a report
template. A Queue Interflow Spectrum report indicates how many calls were
interflowed in a specified time period by a specific Queue. The template draws
data from the TASKE database that pertains to the selected Queue(s) and
organizes it into a tabular report. The template is based on a reporting period
(Daily, Weekly, Monthly, Year by Week, or Year by Month) and reports on the
Queue(s) using the selected reporting options.
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Use the following steps to create a report template for a Queue Interflow
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Interflow Spectrum from the Resource drop-down list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
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d.
Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue
Interflow Spectrums vary according to the reporting period selected.
The table below outlines the report options available for each
reporting period.
Queue Interflow Spectrum Reports
Reporting Period
Resource
Report Options
Daily
Queue Interflow
Spectrum
Quarter hour, half hour, hour
Weekly
Queue Interflow
Spectrum
Quarter hour, half hour, hour, day of
week
Monthly
Queue Interflow
Spectrum
Quarter hour, half hour, hour, day of
month
Year by Week
Queue Interflow
Spectrum
Half hour, hour, day of week, week
Year by Month
Queue Interflow
Spectrum
Half hour, hour, day of month, month
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6. Accept the properties.
a. Click OK to save the properties of the new Queue Interflow
Spectrum report template and close the Properties window.
5.
7.
View the report.
a. Select the new Queue Interflow Spectrum report template in the
Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
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Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
f.
Creating Queue Activity Report Templates
Generate Queue Activity reports for specific dates using a report template. A
Queue Activity report provides a detailed analysis of the types of calls received
and handled by referencing Account Codes entered in the TASKE database.
Queue Activity reports indicate the number of received call records for each
Account Code, by Queue. The template draws data from the TASKE database
that pertains to the selected Queue(s) and organizes it into a tabular report. The
template is based on a reporting period (Daily, Weekly, Monthly, Year by Week,
or Year by Month) and reports on the Queue(s) using the selected reporting
options.
Use the following steps to create a report template for Queue Activity.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
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e.
f.
4.
Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Activity from the Resource drop-down list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue Activity
vary according to the reporting period selected. The table below
outlines the report options available for each reporting period.
Queue Activity Reports
5.
Reporting Period
Resource
Report Options
Daily
Queue Activity
Quarter hour, half hour, hour, pairs of
account codes
Weekly
Queue Activity
Quarter hour, half hour, hour, day of
week, pairs of account codes
Monthly
Queue Activity
Quarter hour, half hour, hour, day of
month, pairs of account codes
Year by Week
Queue Activity
Half hour, hour, day of week, week,
pairs of account codes
Year by Month
Queue Activity
Half hour, hour, day of month, month,
pairs of account codes
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
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d.
Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Activity report
template and close the Properties window.
7.
View the report.
a. Select the new Queue Activity report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
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Creating Queue Peaks Report Templates
Generate Queue Peaks reports for specific dates using a report template. These
reports provide a detailed analysis of call traffic by identifying the peak intervals
for calls that were received in a specified time period by a specific Queue. The
template draws data from the TASKE database that pertains to the selected
Queue(s) and organizes it into a tabular report. The template is based on the
Monthly reporting period only and reports on the Queue(s) using the selected
reporting options.
Use the following steps to create a report template for Queue Peaks.
1.
Select the reporting period.
a. Click the Monthly button on the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Peaks from the Resource drop-down list.
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Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue Peaks
vary according to the reporting period selected. The table below
outlines the report options available for each reporting period.
c.
Queue Peaks Reports
5.
Reporting Period
Resource
Report Options
Monthly
Queue
Peaks
Peak Offered - analyzes data for the report,
identifying the interval of the month
producing the highest number of calls (i.e.
the Busy Hour).
Peak Answered - analyzes data for the
report, identifying the interval of the month
producing the highest number of answered
calls. This information is used to identify
intervals when the highest level of Agent
staffing is required.
Peak Abandoned - analyzes data for the
report, identifying the interval of the month
producing the highest number of abandoned
calls and the number of calls for the interval.
This information is used to identify intervals
during the business day or work shift that
are under-staffed.
Peak Interflowed - analyzes data for the
report, identifying the interval of the month
producing the highest number of interflowed
calls.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
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6.
Accept the properties.
a. Click OK to save the properties of the new Queue Peaks report
template and close the Properties window.
7.
View the report.
a. Select the new Queue Peaks report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Queue Group Report Templates
Generate Queue Group reports for specific dates using a report template. The
report provides a detailed analysis of the calls received and entered in the
TASKE database by indicating how many calls were handled in a specified time
period by a specific Queue Group. The template draws data from the TASKE
database that pertains to the selected Queue Group(s) and organizes it into a
tabular report. The template is based on a reporting period (Daily, Weekly,
Monthly, Year by Week, or Year by Month) and reports on the Queue Group(s)
using the selected reporting options.
Use the following steps to create a report template for a Queue Group.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
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3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Group from the Resource drop-down list.
c. Select the Queue Groups to include in the report from the list of
Queue Groups in the display area. To select a group of Queue
Groups that are in order, select the first Queue Group and
SHIFT+click the last Queue Group in the list of those desired for
selection. To select a group of Queue Groups that are not in order,
select the first Queue Group and CTRL+click each of the remaining
Queue Groups desired for selection.
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d.
Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queue Groups. The report options for Queue
Groups vary according to the reporting period selected. The table
below outlines the report options available for each reporting
period.
Queue Group Reports
Reporting Period
Resource
Report Options
Daily
Queue
Group
Quarter hour, half hour, hour, Queue, DNIS,
area code, area code & city, state
Weekly
Queue
Group
Quarter hour, half hour, hour, day of week,
Queue, DNIS, area code, area code & city,
state
Monthly
Queue
Group
Quarter hour, half hour, hour, day of month,
Queue, DNIS, area code, area code & city,
state
Year by Week
Queue
Group
Half hour, hour, day of week, week, Queue,
DNIS, area code, area code & city, state
Year by Month
Queue
Group
Half hour, hour, day of month, month,
Queue, DNIS, area code, area code & city,
state
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group report
template and close the Properties window.
7.
View the report.
a. Select the new Queue Group report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
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Use
and
to select the desired month.
Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
d.
e.
Creating Queue Group Answer Spectrum Report Templates
Generate Queue Group Answer Spectrum reports for specific dates using a
report template. A Queue Group Answer Spectrum report indicates how many
calls were Answered in a specified time period by a specific Queue Group. The
template draws data from the TASKE database that pertains to the selected
Queue Group(s) and organizes it into a tabular report. The template is based on
a reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month) and
reports on the Queue Group(s) using the selected reporting options.
Use the following steps to create a report template for a Queue Group Answer
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
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Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4. Define the Content properties.
a. Select the Content tab.
b. Select Queue Group Answer Spectrum from the Resource dropdown list.
c. Select the Queue Groups to include in the report from the list of
Queue Groups in the display area. To select a group of Queue
Groups that are in order, select the first Queue Group and
SHIFT+click the last Queue Group in the list of those desired for
selection. To select a group of Queue Groups that are not in order,
select the first Queue Group and CTRL+click each of the remaining
Queue Groups desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queue Groups. The report options for Queue
Group Answer Spectrums vary according to the reporting period
selected. The table below outlines the report options available for
each reporting period.
e.
Queue Group Answer Spectrum Reports
5.
Reporting Period
Resource
Report Options
Daily
Queue Group Answer
Spectrum
Quarter hour, half hour, hour,
Queue
Weekly
Queue Group Answer
Spectrum
Quarter hour, half hour, hour, day
of week, Queue
Monthly
Queue Group Answer
Spectrum
Quarter hour, half hour, hour, day
of month, Queue
Year by Week
Queue Group Answer
Spectrum
Half hour, hour, day of week,
week, Queue
Year by Month
Queue Group Answer
Spectrum
Half hour, hour, day of month,
month, Queue
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
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Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
c.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group Answer
Spectrum report template and close the Properties window.
7.
View the report.
a. Select the new Queue Group Answer Spectrum report template in
the Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Queue Group Abandon Spectrum Report Templates
Generate Queue Group Abandon Spectrum reports for specific dates using a
report template. A Queue Group Abandon Spectrum report indicates how many
calls were abandoned in a specified time period by a specific Queue Group. The
template draws data from the TASKE database that pertains to the selected
Queue Group(s) and organizes it into a tabular report. The template is based on
a reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month) and
reports on the Queue Group(s) using the selected reporting options.
Use the following steps to create a report template for a Queue Group Abandon
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
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TASKE Call Center Management Tools
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Group Abandon Spectrum from the Resource dropdown list.
c. Select the Queue Groups to include in the report from the list of
Queue Groups in the display area. To select a group of Queue
Groups that are in order, select the first Queue Group and
SHIFT+click the last Queue Group in the list of those desired for
selection. To select a group of Queue Groups that are not in order,
select the first Queue Group and CTRL+click each of the remaining
Queue Groups desired for selection.
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d.
Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queue Groups. The report options for Queue
Group Abandon Spectrums vary according to the reporting period
selected. The table below outlines the report options available for
each reporting period.
Queue Group Abandon Spectrum Reports
Reporting Period
Resource
Report Options
Daily
Queue Group
Abandon Spectrum
Quarter hour, half hour, hour,
Queue
Weekly
Queue Group
Abandon Spectrum
Quarter hour, half hour, hour, day
of week, Queue
Monthly
Queue Group
Abandon Spectrum
Quarter hour, half hour, hour, day
of month, Queue
Year by Week
Queue Group
Abandon Spectrum
Half hour, hour, day of week, week,
Queue
Year by Month
Queue Group
Abandon Spectrum
Half hour, hour, day of month,
month, Queue
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group Abandon
Spectrum report template and close the Properties window.
7.
View the report.
a. Select the new Queue Group Abandon Spectrum report template in
the Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
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Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
e.
Creating Queue Group Interflow Spectrum Report Templates
Generate Queue Group Interflow Spectrum reports for specific dates using a
report template. A Queue Group Interflow Spectrum report indicates how many
calls were Interflowed in a specified time period by a specific Queue Group. The
template draws data from the TASKE database that pertains to the selected
Queue Group(s) and organizes it into a tabular report. The template is based on
a reporting period (Daily, Weekly, Monthly, Year by Week, or Year by Month) and
reports on the Queue Group(s) using the selected reporting options.
Use the following steps to create a report template for a Queue Group Interflow
Spectrum.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
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e.
f.
4.
Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Group Interflow Spectrum from the Resource dropdown list.
c. Select the Queue Groups to include in the report from the list of
Queue Groups in the display area. To select a group of Queue
Groups that are in order, select the first Queue Group and
SHIFT+click the last Queue Group in the list of those desired for
selection. To select a group of Queue Groups that are not in order,
select the first Queue Group and CTRL+click each of the remaining
Queue Groups desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queue Groups. The report options for Queue
Group Interflow Spectrums vary according to the reporting period
selected. The table below outlines the report options available for
each reporting period.
Queue Group Reports
5.
Reporting Period
Resource
Report Options
Daily
Queue Group
Interflow Spectrum
Quarter hour, half hour, hour,
Queue
Weekly
Queue Group
Interflow Spectrum
Quarter hour, half hour, hour, day of
week, Queue
Monthly
Queue Group
Interflow Spectrum
Quarter hour, half hour, hour, day of
month, Queue
Year by Week
Queue Group
Interflow Spectrum
Half hour, hour, day of week, week,
Queue
Year by Month
Queue Group
Interflow Spectrum
Half hour, hour, day of month,
month, Queue
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
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Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
c.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group Interflow
Spectrum report template and close the Properties window.
7.
View the report.
a. Select the new Queue Group Interflow Spectrum report template in
the Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
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Creating Queue Group Activity Report Templates
Generate Queue Group Activity reports for specific dates using a report template.
A Queue Group Activity report provides a detailed analysis of the types of calls
received and handled by referencing Account Codes entered in the TASKE
database. Queue Group Activity reports indicate the number of received call
records for each Account Code, by Queue Group. The template draws data from
the TASKE database that pertains to the selected Queue(s) and organizes it into
a tabular report. The template is based on a reporting period (Daily, Weekly,
Monthly, Year by Week, or Year by Month) and reports on the Queue(s) using
the selected reporting options.
Use the following steps to create a report template for Queue Group Activity.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Group Activity from the Resource drop-down list.
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Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
d. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue Group
Activity vary according to the reporting period selected. The table
below outlines the report options available for each reporting
period.
c.
Queue Group Activity Reports
Reporting Period
Resource
Report Options
Daily
Queue Group
Activity
Quarter hour, half hour, hour, Queue,
pairs of account codes
Weekly
Queue Group
Activity
Quarter hour, half hour, hour, day of
week, Queue, pairs of account codes
Monthly
Queue Group
Activity
Quarter hour, half hour, hour, day of
month, Queue, pairs of account codes
Year by Week
Queue Group
Activity
Half hour, hour, day of week, Queue,
pairs of account codes
Year by Month
Queue Group
Activity
Half hour, hour, day of month, month,
Queue, pairs of account codes
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format list
of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group Activity report
template and close the Properties window.
7.
View the report.
a. Select the new Queue Group Activity report template in the Report
Templates panel.
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b.
c.
d.
e.
f.
g.
h.
Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
Use
and
to select the desired year.
Use
and
to select the desired month.
Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
Click OK to close the Date Selection calendar and generate the report
for the selected date.
The report opens in the Publication Viewer. If no data is available for
the selected date, the TASKE Reports dialog box opens indicating that
there is nothing to report on for the specified options.
Scroll through the pages of the report using the page selector tools on
the title bar of the Publication Viewer.
Creating Queue Group Peaks Report Templates
Generate Queue Group Peaks reports for specific dates using a report template.
These reports provide a detailed analysis of call traffic by identifying the peak
intervals for calls that were received in a specified time period by a specific
Queue Group. The template draws data from the TASKE database that pertains
to the selected Queue Group(s) and organizes it into a tabular report. The
template is based on the Monthly reporting period only and reports on the Queue
Group(s) using the selected reporting options.
Use the following steps to create a report template for Queue Group Peaks.
1.
Select the reporting period.
a. Click the Monthly button on the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
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3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select Queue Group Peaks from the Resource drop-down list.
c. Select the Queues to include in the report from the list of Queues in
the display area. To select a group of Queues that are in order,
select the first Queue and SHIFT+click the last Queue in the list of
those desired for selection. To select a group of Queues that are
not in order, select the first Queue and CTRL+click each of the
remaining Queues desired for selection.
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d.
Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected Queues. The report options for Queue Group
Peaks vary according to the reporting period selected. The table
below outlines the report options available for each reporting
period.
Queue Group Peaks Reports
Reporting Period
Resource
Report Options
Monthly
Queue
Group
Peaks
Peak Offered - analyzes data for the report,
identifying the interval of the month
producing the highest number of calls (i.e.
the Busy Hour).
Peak Answered - analyzes data for the
report, identifying the interval of the month
producing the highest number of answered
calls. This information is used to identify
intervals when the highest level of Agent
staffing is required.
Peak Abandoned - analyzes data for the
report, identifying the interval of the month
producing the highest number of abandoned
calls and the number of calls for the interval.
This information is used to identify intervals
during the business day or work shift that
are under-staffed.
Peak Interflowed - analyzes data for the
report, identifying the interval of the month
producing the highest number of interflowed
calls.
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new Queue Group Peaks
report template and close the Properties window.
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7.
View the report.
a. Select the new Queue Group Peaks report template in the Report
Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Creating Forecast Report Templates
Generate Forecast reports for specific dates using a report template. The
template draws data from the TASKE database and organizes it into a tabular
report. The process of estimating projected traffic levels, or call loads on a Queue
is termed Forecasting. Forecast data is used to estimate the number of Agents
and other resources needed to meet the expected call load and to schedule
shifts.
The Forecast report template defines the reporting resource (Queues or Queue
Groups), the forecasting parameters, (resolution, size, time range, TSF %, TSF
time, and wrap-up time) and the specific date(s) to include in the report.
Use the following steps to create a report template for a Forecast.
1.
Select the reporting period.
a. Click the Forecast button on the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Properties
window.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Forecast Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
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c.
If desired, input a description for the template in the Forecast
Description field. The description can contain any combination of
characters and spaces.
4.
Define the content of the Forecast report template.
a. Select the Queue/Queue Groups tab.
b. Click the Queue button to base the Forecast report template on
Queues, or click the Queue Groups button to base the Forecast
report template on Queue Groups. The depressed button indicates
the selection.
c. Select the Queues or Queue Groups to include in the Forecast from
the list in the display area. To select a group of Queues or Queue
Groups that are in order, select the first Queue/Queue Group and
SHIFT+click the last Queue/Queue Group in the list of those
desired for selection. To select a group of Queues/Queue Groups
that are not in order, select the first Queue/Queue Group and
CTRL+click each of the remaining Queues/Queue Groups desired
for selection.
d. Enable the desired report options for the selected Queues/Queue
Groups in the appropriate columns of the display area. There are
two report options: Selection and Interflows. When a report option
is selected for a Queue or Queue Group, its column in the display
area is populated with a red check mark. Selection - marks the
Queue or Queue Group for inclusion in the Forecast report. If the
Selection option is not checked, the Queue/Queue Group will not
be included in the report. Interflows - classifies interflowed calls as
one call, rather than multiple calls for multiple Queues/Queue
Groups. With this option unchecked, an interflowed call is counted
as a new call each time it is transferred to another Queue/Queue
Group.
5.
Define the Forecasting Parameters.
a. Select the Forecasting Parameters tab.
b. Select the report resolution from the Resolution drop-down list. The
Resolution options include quarter hour, half hour or one hour. This
is the interval used by the Forecast report when calculating and
reporting the results for the numbers of calls, the number of Agents,
and the average Talk Time. The default resolution is Half Hour.
c. Select the size of the reporting period from the Size drop-down list.
The Size options include one day and one week. This selection
determines whether the Forecast report will be run for one (or
more) days or one (or more) weeks. The default size is One Day.
d. Set the beginning time for the daily reporting period in the From
Time field and the end time for the daily reporting period in the To
Time field. Both times must be input in HH:MM format using the 24hour clock. The default for the From Time is 9:00. The default for
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the To Time is 17:00. The Forecast report is divided into quarter
hour, half hour or one hour intervals for each day. To avoid
cluttering the reports with entries that fall outside of the regular
business hours, use the From Time and To Time fields to set the
daily time range to include in the Forecast report.
e. Set the Telephone Service Factor (TSF) percentage in the TSF %
field. The TSF (%) is used for Forecast report calculations. This
value is the ratio of calls that are either Answered or Abandoned
before a threshold time, divided by the total number of calls that are
offered. The default TSF percentage is 80%, but is adjustable in 1%
increments from 1% to 100%.
f. Set the number of seconds for the TSF time in the TSF Time (secs)
field. The TSF time defines the threshold time for the TSF
percentage. The default TSF time is 20 seconds, but any value
between 0 and 100 is acceptable.
g. Set the number of seconds to use for the wrap-up time in the
Wrapup Time (secs) field. The wrap-up time, also known as work
time, is a factor that is added to call times for agents to complete
paperwork after the callers disconnect. The default wrap-up time is
0 seconds, but any value between 0 and 100 is acceptable.
6.
Select the dates to use as a forecasting base.
a. Select the Select Dates tab. The date(s) selected in this tab are
used as the historical base of the Forecast report.
b. Use
and
to select the desired year.
c. Use
and
to select the desired month.
d. Select the desired date(s). This may be a span of one day or more
days or one or more weeks, depending on the Size value selected
in the Forecasting Parameters tab. The selected calendar period is
highlighted in blue.
7.
Accept the properties.
a. Click OK to save the properties of the new Forecast report template
and close the Properties window.
8. View the report.
a. Select the new Forecast report template in the Report Templates
panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
d. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
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Printing and Exporting Reports Automatically
Schedule reports to automatically print and export during the slow or non-working hours
of a customer interaction center. The advantages of scheduling the automatic printing
and exporting of reports include the use of printer and network resources during nondemanding hours and the availability of reports to supervisors and managers when the
customer interaction center day begins.
Schedule reports to automatically print and export for all reporting periods except
Forecast. The schedule is defined in the Schedule Report Generator dialog box. This
dialog box is accessible from the General tab of any report template, except for
Forecast report templates, or by selecting Schedule Report Generator... from the File
menu.
Schedule the task to run daily or for any combination of the days of the week. Select
any half-hour interval between 4:00 AM and 6:30 AM to begin the scheduled task of
automatically printing and exporting the reports. When the time comes to run the
scheduled task, the network user information defined in the Schedule Report Generator
dialog box allows the PC to log itself into the network and perform the report printing
and exporting. The schedule applies to all reports defined for automatic printing and
exporting. Changing a schedule that has already been defined changes the schedule for
all reports enabled for automatic printing and exporting.
Scheduling Reports to Print and Export Automatically
Use the Schedule Report Generator dialog box to schedule Daily, Weekly,
Monthly, Year by Week, and Year by Month reports to automatically print and/or
export at specified dates and times. For a report to automatically print according
to the schedule, the Auto Print check box must be enabled on the General tab of
the Properties window for the report template. For a report to automatically
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export according to the schedule, the Auto Export check box must be enabled on
the General tab of the Properties window.
Microsoft Windows limits TASKE Reports to a single Schedule Report Generator.
Because of this it may be wise to schedule only daily reports for automatic
printing and exporting. In a call center it may be necessary to print and export
daily reports Monday through Friday and a weekly report on a Saturday. By
including the Saturday weekly report in the schedule for automatic printing and
exporting, all daily reports will also be run on Saturday, producing exported
and/or printed reports that are not required.
Use the following steps to enable a report for automatic printing and/or export
and set-up the schedule. The schedule applies to all reports defined for
automatic printing and exporting. Changing a schedule that has already been
defined changes the schedule for all reports enabled for automatic printing and
exporting.
1.
2.
3.
4.
4.
5.
6.
7.
8.
9.
Select the desired reporting period from the Main Control Panel. This can
be any reporting period except Forecast.
Select the desired report template from the Report Templates panel.
Click the Properties button in the title bar of the Report Templates panel to
open the Properties window.
Select the General tab.
Enable the Auto Print button to flag the report for automatic printing.
Enable the Auto Export button to flag the report for automatic export.
Click the Schedule Report Generator... button to open the Schedule
Report Generator dialog box.
Enable the Automatically run Report Generator check box.
Select the time of day to begin the automatic printing and exporting of the
reports from the Generate summaries & reports at drop-down list of times.
The times are listed in half-hour intervals from 4:00 AM to 6:30 AM.
Enable the check boxes for the days of the week to run the scheduled
tasks of automatically printing and exporting the reports.
This schedule applies to all reports defined for automatic printing and
exporting. Changing a schedule that has already been defined changes
the schedule for all reports enabled for automatic printing and exporting.
If using Windows NT or Windows 2000, click the Set password... button to
open the Set Password dialog box. If Windows NT or Windows 2000 is not
the operating system, this option is not available.
11. Verify the network domain and PC name in the Account field. This is the
name the PC uses to log into the network when it is time to run the
scheduled task.
10.
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Input the network log-in password in the Password field. The password
must be the network recognized password for the PC for the log-in to be
successful.
13. Re-type the password in the Confirm password field.
14. Click OK to accept the network log-in information and to close the Set
Password dialog box.
15. Click OK in the Schedule Report Generator dialog box to accept the
schedule and close the dialog box.
12.
Using Enterprise Reports
To generate an Enterprise report, the Reports application looks at .pbx files that are
saved on the Enterprise Supervisor's local Information Server. The Enterprise
Supervisor needs to have access to a shared directory that contains these files, at the
TASKE site to retrieve and use data.
When a report is requested by an Enterprise Supervisor for information from a "remote"
TASKE site, the following sequence of events occurs.
An Enterprise Supervisor launches the TASKE Reports application.
The Enterprise Supervisor selects a site and creates a new report template or
selects an existing report template.
3. The Enterprise Supervisor chooses "View" or "Export" to create the report, and
then selects the date(s) for the report to cover.
1.
2.
If the report is for the local site, steps 4 through 7 are omitted.
4.
5.
6.
7.
8.
TASKE Reports opens a Net Client. The icon for the Net Client is visible in the
Windows System tray . The Net Client connects to the Information Server and
asks it to check for an up to date .pbx file for the date(s).
If necessary, the Enterprise enabled Information Server forwards the request to
the Information Server who owns the remote site.
If necessary, the Information Server for the remote site sends an up to date copy
of the requested .pbx file back to the requesting Enterprise enabled Information
Server.
The Enterprise enabled Information Server receives the data file (if sent) and
saves it in the appropriate directory for the remote site.
The TASKE Reports application retrieves the information from the .pbx files in its
Information Servers directory and builds the report to be displayed in the TASKE
Reports application.
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The diagram below illustrates the path that the request follows, from the report being
requested, to the display of the report.
Creating Enterprise Reports
When an Enterprise Supervisor is installed, the Reports application for the
Enterprise Supervisor works differently than for a non-enterprise Supervisor. The
Reports application for an Enterprise Supervisor has the ability report on data
from all sites connected to the Enterprise Supervisor's Information Server
.
Use the following steps to create a report for a remote site.
1.
Select the reporting period.
a. Select the desired reporting period (Daily, Weekly, Monthly, Year
by Week, or Year by Month) from the Main Control Panel.
2.
Create a new template.
a. Click New in the Report Templates panel to open the Select Site
dialog box.
b. Select the site for the report.
c. Click OK.
3.
Define the General properties.
a. Select the General tab.
b. Input a name for the template in the Report Templates field. A
name is mandatory and can contain any combination of characters
and spaces.
c. If desired, input a description for the template in the Report
Description field. The description can contain any combination of
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characters and spaces.
d. Enable the Auto Print check box to have the report print
automatically. The report must be scheduled to print automatically.
To schedule the automatic printing, click the Schedule Report
Generator... button to open the Schedule Report Generator dialog
box.
e. Enable the Auto Export check box to have the report export
automatically. The report must be scheduled to export
automatically. To schedule the automatic export, click the Schedule
Report Generator... button to open the Schedule Report Generator
dialog box.
f. If it is a Year by Week report, select the number of weeks to use for
the Time Period. If it is a Year by Month report, select the number
of months to use for the Time Period.
4.
Define the Content properties.
a. Select the Content tab.
b. Select a resource from the Resource drop-down list.
c. If it is a Trunk or Extension report, enable the Individual
Trunks/Extensions check box to report on individual
trunks/extensions only.
d. Select the members of the resource group to include in the report
from the list in the display area. To select a group of resource
members that are in order, select the first member and SHIFT+click
the last member in the list of those desired for selection. To select a
group of members that are not in order, select the first member and
CTRL+click each of the remaining members desired for selection.
e. Click the buttons of the desired report options. When a report
option is selected, its button is depressed and the column in the
display area, for that report option, is populated with a red check
mark for the selected resource members. The report options for
vary according to the reporting period and resource selected.
5.
Define the Export Properties.
a. Select the Export tab.
b. Select a file type for the exported file from the Export Format list.
c. Select a time format for the exported report from the Time Format
list of radio buttons.
d. Define the location of the exported file in the Export Path field. Click
the Browse button to browse the local PC or the network for a file
location.
6.
Accept the properties.
a. Click OK to save the properties of the new report template and
close the Properties window.
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7.
View the report.
a. Select the new report template in the Report Templates panel.
b. Click View on the Report Templates panel title bar to open the Date
Selection Calendar.
c. Use
and
to select the desired year.
d. Use
and
to select the desired month.
e. Click the desired date (may be a span of one day, one week, or one
month depending on the reporting period selected). The selected
calendar period is highlighted in blue.
f. Click OK to close the Date Selection calendar and generate the
report for the selected date.
g. The report opens in the Publication Viewer. If no data is available
for the selected date, the TASKE Reports dialog box opens
indicating that there is nothing to report on for the specified options.
h. Scroll through the pages of the report using the page selector tools
on the title bar of the Publication Viewer.
Using Notification Reports
Notification reports inform users of data collection events that have occurred over the
time period of the selected report. These reports detail three types of events: data
collection started, data collection stopped, and call record errors.
A Notification report is the first page of any report generated and displayed in the
Publication Viewer, assuming there are valid events to include in a Notification report. If
there are no valid events to include in a Notification report for the period, the Notification
report is not generated. Each event type in a Notification report is represented by an
identifying code. The reports include columns for the date, the time, the event code, and
descriptions of the events.
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Generating Notification Reports
Notification reports are either enabled or disabled. When enabled, a Notification
report is the first page of any report generated and displayed in the Publication
Viewer, assuming there are valid events to include in a Notification report. If there
are no valid events to include in a Notification report for the period, the
Notification report is not generated. When the Notification reports are disabled,
the reports are not produced for the reporting period, even if valid events exist.
Enabling and Disabling Notification Reports
Notification reports are enabled and disabled from the File menu. Use the
following steps to enable or disable the Notification reports.
1. Click File on the toolbar to open the File menu.
2. Select Notification Reports from the File menu to enable or disable the
Notification reports and close the File menu.
By default the Notification reports are enabled. When a check mark is present
beside the Notification Reports option in the File menu the reports are enabled. If
a check mark is not present, the reports are disabled.
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Notification Report Events
Each event in a Notification report is provided with the date and time that the
event occurred, a code, and a description. If the event represents a faulty call
record, the record is included in the description.
The following events are included in Notification reports.
Code
Description
000001
Data collection started
000002
Data collection stopped
000003
Faulty record - the record is displayed in the description column of the
report
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Traffic Analyzer
The TASKE Traffic Analyzer application aids in the identification of required resources
for a customer interaction center. Use the calculation wizards to quickly and easily apply
complex traffic equations to the data of the customer interaction center. Reports provide
information in a combination of tables and graphs.
Use the Cost Justification Guide to generate a cost benefit analysis of running a
customer interaction center. Input values for the operating costs and learn how to
decrease costs and increase revenue.
Using the Traffic Analyzer, perform traffic calculations relevant to the customer
interaction center. The application applies three of the most commonly applied traffic
equations: Erlang B, Erlang C, and Poisson. Two of the equations: Erlang B and
Poisson relate the Grade of Service (GOS) to the traffic and the number of Trunks. The
Erlang C equation relates the level of traffic allowed through by the Trunks, to the
number of Extensions/Agents and the delay characteristics.
Erlang B is the equation most commonly used for Trunk and Blocking calculations. It
assumes that there is no queuing and that Callers who get blocked simply give up and
do not try the call again. Erlang C is the equation most commonly used for Agent and
delay calculations where ACD queuing is employed. It assumes that all Callers who
reach the Queue wait until the call is answered, no matter how long it takes. Poisson is
another equation sometimes used for Trunk and Blocking calculations. It assumes that
there is no queuing, and that all Callers who get a busy signal retry the call. Among the
probabilities that can be calculated are the chance that an incoming call will be blocked,
the probability that an Agent will be busy, and the number of Agents required to achieve
a specified level of service.
Overview of the Traffic Analyzer Interface
To open the Traffic Analyzer program, double click on the Traffic Analyzer icon in the
TASKE ToolBox. The Traffic Analyzer window is presented below. Continue with this
section for descriptions of the features available in the Traffic Analyzer program window.
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Menu Bar
In the Menu Bar (top of the window) of the Traffic Analyzer, a set of drop-down
menus is displayed.
The three menus include Calculations, View and Help and are for creating
analyses of the traffic on the phone system, changing the display of toolbars and
menus, and accessing the Traffic Analyzer online help.
Tool Bar
In the Tool Bar (top of window, below menu bar) of the Traffic Analyzer program,
a set of tool buttons is displayed. The buttons include 2D Horizontal Bar Graph,
Recalculate Current Statistics, Calculate Required Staffing, and Activate Cost
Justification Wizard.
These tools are used to create and recalculate new and existing analyses of
traffic, and perform cost justification for a call center.
Main Window
In the Traffic Analyzer Main Window, any analyses of traffic are displayed. The
main window appears blank upon entering the traffic analyzer, but different
graphs and statistics are displayed once created.
Status Bar
The Status Bar (bottom of window) of the Traffic Analyzer displays statistics
about the status of the analysis being displayed in the Main Window. The Status
bar also displays button names when the mouse pointer is held over a button in
the button bar, as well as displaying a brief description of menu options as they
are highlighted in the drop-down menus.
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Understanding Traffic Concepts
There can be wide variations in the number of calls received over different intervals of
time. However, in an ACD customer interaction center, call arrivals do tend to form
hourly, daily, and seasonal patterns. These patterns can be used to analyze traffic and
perform estimates on expected traffic loads. Therefore, although telephone call
behavior is essentially random over a short period of time, patterns can be detected
over longer periods of time.
A rough pattern is established for call duration over a very large number of calls. The
pattern is a ‘bell curve’ with very few calls of very short duration and very few calls of
great duration when compared with the average call duration. However, most calls
approximate the average. The pattern of call arrivals and call durations has a great
affect on how many calls can be handled successfully.
The average number of calls and the average call duration are estimated in order to
determine the degree of Server utilization over a given period of time. In telephone
traffic engineering terms, a Server is a device that accepts telephone traffic. A Server
may be a Trunk which accepts calls that originate from an Extension, as is the case for
Outbound calls, or an Extension or Agent in the case of Incoming calls. In both
instances, the Server is the acceptor of the call.
If a call is not accepted by a Server then it may be Blocked, and the Caller given a busy
signal. If the Server is not immediately available but the call is allowed to wait to be
accepted, then it will be delayed. The two key service parameters affecting the call and
the Servers are Blocking and delay. The traffic load on a group of Servers is
determined by multiplying the average call duration by the average number of calls over
a given period of time, and is expressed in either Erlangs (number of hours of server
time) or CCS (100 call seconds, or centum call seconds of time).
Busy Hour/Busy Season
To determine how many Servers should be provided on a telephone or ACD
system, the concept of a Busy Hour is used. The Busy Hour is the period of the
day when the traffic is the highest.
There are also seasonal variations in traffic over periods such as the Christmas
season, where an increase or decrease in the number of incoming calls can be
predicted. The term Busy Season is used to designate these periods. The Busy
Hour is usually measured in the busy season so that an average Busy Hour is
found for the Busy Season—or Average Busy Season Busy Hour (ABSBH).
Telephone Systems are typically engineered based on the ABSBH traffic model.
This ensures good service at all times, with the exception of peak periods without
being excessively expensive.
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Blocking
Blocking is the term used to indicate a call, which is unsuccessful, because it
cannot be connected, as opposed to a call that connects but finds the called
party busy. The probability of Blocking lies between 0 and 100%, and typically
falls in the range between 1% and 10%. The probability of a call being Blocked
(expressed as P.01 to P.10) is between 1 in 100, and 1 in 10.
In formal traffic engineering terms this probability is termed the Grade of Service
(GOS). The higher the GOS, the lower the service provided, the lower the GOS,
the higher the service provided.
Queue Delay/Call Abandons
In an ACD situation, successful Callers are placed in Queue and may face a
delay. This introduces another measurement of service performance—the
probability of delay. The less the chance of being delayed and the less the
delay, the better the service and vice versa.
In the following example, a threshold delay of 30 seconds is chosen. Service
might be considered acceptable if 90% of Callers experience this, or a lesser
delay. This is expressed as a service performance target of a ‘90% probability of
delay of less than 30 seconds’. If a Caller is not delayed longer than 30 seconds,
then service is considered to be acceptable. If a Caller is delayed longer than 30
seconds, then service is considered to be unacceptable.
Call Duration
The duration of an ACD call typically consists of the following three components.
The average Queue Time is the time spent in the ACD Queue waiting for
an Agent to become free and is often termed the Average Speed of
Answer (ASA).
The average Talk Time is the time the Caller actually spends connected to
an Agent, regardless of whether conversation is taking place or not.
The average Work Time is the time the Agent spends performing paper
work in connection with a call, but after the Caller has disconnected.
To a Trunk, the call duration consists only of the Queue Time and the Talk Time;
the Trunk (and the Caller) are not involved while the Agent is performing
paperwork on Work Time.
To the Extension and Agent, the call duration consists only of the Talk Time and
the Work Time; the Extension and Agent are not involved while the call is waiting
in Queue on Queue Time.
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Thus, the duration of a call usually differs from the perspective of the Trunk
carrying the call into the CO or Telephone System PBX from the Extension or
Agent who is handling the call.
Service Criteria
To provide good service requires that a call be responded to within or
approximately within the Caller's expectations. What does a Caller expect?
Good service might be defined by the three components illustrated below.
The Caller expects to have a reasonable chance of obtaining a free Trunk
into the system.
The Caller expects a response within a reasonable amount of time.
The Caller expects to be treated with reasonable courtesy and to be given
reasonably accurate and current information.
Creating a Traffic Analysis
The Grade Of Service (GOS) is primarily related to the number of Trunks compared to
the level of traffic. The delay characteristic is primarily related to the number of
Extensions/Agents compared to the level of traffic allowed through by the Trunks.
Traffic engineering revolves around several basic questions concerning the relationship
between the following parameters.
•
What is the GOS for a given number of Trunks and level of traffic?
•
How many Trunks are required to handle a given level of traffic at a particular
GOS?
•
What is the probability of delay and the amount of delay experienced for a given
level of traffic and number of Extensions/Agents?
•
What are the delay characteristics?
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•
How many Extensions/Agents are required to handle a given level of traffic with
particular delay characteristics?
Mathematical models that approximate these relationships have been developed but
they are complex. The TASKE ToolBox enables the most common of these equations
for you to perform the calculations required for traffic engineering.
Two of the equations: Erlang B and Poisson relate the GOS to the traffic and the
number of Trunks. The Erlang C equation relates the level of traffic allowed through by
the Trunks, to the number of Extensions/Agents and the delay characteristics.
"Erlang B" is the equation most commonly used for Trunk and Blocking calculations. It
assumes that there is no queuing and that Callers who get blocked simply give up and
do not try the call again.
"Erlang C" is the equation most commonly used for Agent and delay calculations where
ACD queuing is employed. It assumes that all Callers who reach the Queue wait until
the call is answered, no matter how long it takes.
"Poisson" is another equation sometimes used for Trunk and Blocking calculations. It
assumes that there is no queuing, and that all Callers who get a busy signal retry the
call.
The following figure summarizes the different traffic equations and the assumptions
behind them. The three equations (Poisson, Erlang B and Erlang C) correspond to
idealized situations at the corners of the triangle, where the assumptions behind the
equations are fully applied. Points "A", "B", "C", "D" represent practical situations.
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Service Percentage - Level of Abandons
The Service Percentage is a term used to represent service performance. This is
the percentage of calls which obtain a Trunk and are answered compared to the
total number of calls which obtain a Trunk, and is the inverse of the rate of
abandons. For example, if 6% of Callers abandon while waiting in the Queue,
then the Abandon Rate is 6%, and the Service Percentage is 94%.
Telephone Service Factor - Speed of Answer
As mentioned previously, the TSF is the ratio of calls that obtain a Trunk and are
either answered or abandoned before a threshold time, to the total number of
calls which obtain a Trunk. The Telephone Service Factor is illustrated below.
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Creating an Erlang C Traffic Analysis
The Calculation Wizard prompts for all of the information needed to
create a graph of the traffic analysis calculation. Clicking the Calculation
Wizard button on the toolbar takes users step-by-step through the
process of creating a traffic analysis, using the traffic equation of the user's
choice. The steps below act as a guide for creating an Erlang C traffic analysis.
Erlang C - Erlang C modeling assumes calls placed by a source that are
blocked will never hang up, but will queue forever waiting for a server to
become free. This model follows the characteristics of an incoming ACD
caller to an ACD group or a caller into a Queue Group.
Click the Calculation Wizard button on the toolbar to open the Statistic
Selection dialog box.
2. Enable the Erlang C radio button.
1.
.
3.
Click Next to open the Erlang C Statistics dialog box.
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Enable the radio button for the desired statistic and click the Next button.
The remaining dialog boxes that follow vary according to the type of
statistic selected.
5. With each dialog box that follows, enter the calculation parameters and
click the Next button to continue to the next dialog box in the Calculation
Wizard.
6. In the final dialog box the Next button is replaced by the Finish button.
Click Finish to create the traffic analysis based on the selections of the
previous dialog boxes.
4.
Erlang C Traffic Calculations
The Erlang C selection allows the following calculations to be performed. The
explanation of each of the parameters, shown below, together with an example
indicates how these calculations are used to manage customer interaction center
traffic.
Probability of Blockage (ERLC_GOS formula)
This calculation relates the GOS to the number of Agents and the call load (or
the number of calls per hour and the average duration of these). The calculator
accepts the number of calls per hour, the average call duration, and the number
of available Agents as parameters. The GOS that results from the call load being
presented to a given number of Agents, may be determined.
For example, the Probability of Blockage calculation can be applied to estimate
the expected call load and to know how many Agents are scheduled to work.
Then, you can calculate the GOS that Callers are expected to receive. Although
the GOS is generally stated as the probability of Blockage, the GOS in an Erlang
C model actually represents the probability that a Caller will experience a delay.
Thus, a GOS of P.10, or 10%, means that a Caller has a 10% chance of being
delayed.
Probability of X or Less Agents Busy (ERLC_X_CHAN formula)
This calculation determines the probability that X Agents are simultaneously busy
when a given call load is presented to a limited number of available Agents. The
calculator accepts the number of calls per hour, the average call duration, and
the number of available Agents as parameters. It then calculates the probability
of a specified number of Agents being busy at any point in time.
This calculation is used to determine the probability of having no Agents that are
busy (i.e. All Agents idle). Agent utilization, or the proportion of time that an
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Agent is busy compared to the total work time of the Agent, depends on the call
load and the number of Agents available.
For a certain call load and a limited number of Agents, the calculation reveals
that an Agent(s) would be idle for a significant proportion of the time. Then, you
might consider reducing the number of Agents for the shift. However, there is a
close relationship between Agent utilization and the TSF experienced by Callers.
Particularly for a small Agent group, you may find that a relatively low Agent
utilization is the price that must be paid to ensure a high level of service to
Callers.
This calculation determines the probability that between X and Y Agents are
simultaneously busy when a given call load is presented to a given number of
available Agents. The calculator accepts as parameters, the number of calls per
hour, the average call duration, and the number of available Agents, and
calculates the probability that greater than X and fewer than Y Agents are busy at
any point in time.
This calculation determines the probability that between X and Y Agents are
simultaneously busy when a given call load is presented to a given number of
available Agents. The calculator accepts as parameters, the number of calls per
hour, the average call duration, and the number of available Agents, and
calculates the probability that greater than X and fewer than Y Agents are busy at
any point in time.
This calculation determines the probability that four or more Agents in a group of
eight are busy at any known point in time. If you supervise a Queue with eight
Agents in the morning work shift and four Agents in the afternoon work shift, you
can calculate the affect of reducing the number of Agents to four for the morning
work shift.
Probability of X and Y Agents Busy (ERLC_INTEG formula)
This calculation determines the probability that between X and Y Agents will be
simultaneously busy when a current call load is presented to a limited number of
available Agents. The calculator accepts the number of calls per hour, the
average call duration, and the number of available Agents as parameters. Then,
it calculates the probability that no fewer than X, and no more than Y Agents are
busy at any point in time.
You can use this calculation to determine the traffic on the least occupied Agents
in an Agent Group. For example, you can calculate the probability of Agents 8 to
10 (for a group of 10 Agents) being busy when presented with 250 calls per hour,
and having an average duration of 70 seconds. This calculator calculates the
probability of Agents 8 to 10 being busy and determines whether the individual
Agent traffic justifies the cost.
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Traffic that can be Carried (ERLC_TRAF formula)
This calculation determines the traffic or call load that can be handled by a
limited number of Agents within a given GOS. The calculator accepts the
number of available Agents, the required GOS, and the average call duration as
parameters. Then, it calculates the number of calls per hour that can be handled.
For example, you can determine the call load, with an average call duration of 70
seconds, that can be handled by four Agents, while maintaining the GOS within
the company’s target of P.05. This calculation can demonstrate that the number
of calls per hour that can be handled is less than expected. To remedy this, you
can either increase the number of Agents to maintain the GOS within target, or
the GOS must be allowed to decline to enable the call load to be handled by the
available Agents.
Agents Required to Achieve a GOS (ERLC_TKS formula)
This calculation determines the number of servers (or Agents in this case)
required to handle a certain call load within an acceptable GOS. The calculator
accepts the number of calls per hour, the average call duration of those calls,
and the required GOS as parameters. Then, it calculates the number of Agents
required to handle the calls.
For example, you can determine how many Agents are required to handle 300
calls per hour at an average call duration of 80 seconds, while maintaining the
GOS rating at P.20. If this calculation shows that the number of Agents required
is more than the number you expect to have available, then the GOS will be
worse than the target GOS of P.20.
Probability of Delay (ERLC_DELAYT formula)
This calculation determines the probability of a Caller having to wait a minimum
of XX seconds to be answered, when a limited number of Agents are presented
with a certain call load. The calculator accepts the number of seconds for the
threshold time, the number of calls per hour, the average call duration of those
calls, and the number of available Agents, as parameters. Then, it calculates the
probability of Callers having to wait for at least the threshold time.
For example, you can determine the probability of Callers that will have to wait
more than 20 seconds for an Agent to respond, when 30 calls per hour with an
average single call duration of 70 seconds, are presented to 3 Agents. If the Call
Center's level of service target is that 80% of calls be answered within 15
seconds, then 20 seconds might be considered a very poor response. The
Supervisor can use this probability to know the number of Callers that receive
this poor level of service.
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Average Queue Depth (ERLC_AVQ formula)
This calculation determines the average number of Callers waiting in the Queue
at any point in time, when there are a limited number of Agents being presented
with a certain call load. The calculator accepts the number of calls per hour, the
average call duration of those calls, and the number of available Agents as
parameters. Then, it calculates the average number of Callers who are delayed
and waiting in the ACD Queue at any point in time.
Because this calculation produces a value for the average number of Callers, the
result may not be a whole number. For example, in the first second there may be
one Caller waiting in Queue. For the next three seconds there may be no Callers
waiting; the average probability is then 1+3/4 = 1.25 Callers in Queue.
This calculation determines the average number of Callers waiting in Queue,
when 70 calls per hour with an average call duration of 70 seconds, are
presented to 4 Agents.
Use this calculation to determine the amount of Recorded Announcement
Devices (RAD) that are required to provide Queue delay announcements to
Callers. For example, if the calculation indicates that the average number of
Callers in Queue is 0.03, then enough RAD equipment to deliver an
announcement to one Caller at a time is required. If the calculation for a larger
Queue were to indicate that the average number of Callers in Queue is 3.8, then
it would probably be wise to provide enough RAD equipment to deliver
announcements to 5 Callers at a time; sometimes there are more Callers in
Queue than the average.
Average Delay (ERLC_AVGDLY formula)
This calculation determines the average time that a Caller waits in the ACD
Queue before being answered by an Agent, when a limited number of Agents is
presented with a certain call load. The calculator accepts the number of calls per
hour, the average call duration of those calls, and the number of available Agents
as parameters. Then, it calculates the average delay experienced by the Callers.
For example, you can determine the average waiting time for Callers when 7
Agents are presented with 70 calls per hour with an average call duration of 70
seconds. In this case, the average wait is insignificant. If different parameters
are applied and the wait time is considered to be too long, then additional Agents
should be made available, or the average call duration should be decreased.
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Agents Required (ERLC_AGENTS formula)
This calculation determines the number of Agents required to handle a given call
load within a stated TSF. The calculator accepts the number of calls per hour,
the average call duration of the calls, and the required TSF percentage and time
as parameters. Then, it calculates the number of Agents required to handle the
call load within the TSF requirements.
For example, you can determine the number of Agents required to handle 150
calls per hour, with an average duration of 80 seconds, and within a TSF of 80%
of calls answered or abandoned within 20 seconds. This is a key calculation in
the Forecasting and Scheduling process.
Creating an Erlang B Traffic Analysis
The Calculation Wizard prompts for all of the information needed to
create a graph of the traffic analysis calculation. Clicking the Calculation
Wizard button on the toolbar takes users step-by-step through the
process of creating a traffic analysis, using the traffic equation of the user's
choice. The steps below act as a guide for creating an Erlang B traffic analysis.
Erlang B - Erlang B modeling assumes that calls placed by a source that are
initially blocked will not reattempt the call and that the call will not queue up
waiting for a server to come free. When the call is initially blocked, the caller
hangs up and NEVER re-attempts to originate again. This distribution typically
models outgoing trunk groups.
1.
2.
Click the Calculation Wizard button on the toolbar.
Enable the Erlang B radio button.
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3.
Click Next to open the Erlang B Statistics dialog box.
Enable the radio button for the desired statistic and click the Next button.
The remaining dialog boxes that follow vary according to the type of
statistic selected.
5. With each dialog box that follows, enter the calculation parameters and
click the Next button to continue to the next dialog box in the Calculation
Wizard.
6. In the final dialog box the Next button is replaced by the Finish button.
Click Finish to create the traffic analysis based on the selections of the
previous dialog boxes.
4.
Erlang B Traffic Calculations
The Erlang B selection allows the following calculations to be performed. The
explanation of each of the parameters, shown below, together with an example
indicates how these calculations are used to manage Call Center traffic.
Probability of Blockage (ERLB_GOS formula)
This calculation relates the Grade Of Service (GOS) to the number of Trunks
and to the call load (or the number of calls per hour and the average duration of
these). The calculator accepts the number of calls per hour, the average call
duration, and the number of available Trunks as parameters Then, it calculates
the GOS that results from the designated call load being presented to the
designated number of Trunks.
For example, you can determine the probability of a Caller receiving a busy
signal when trying to access an outgoing Trunk under the following conditions: it
is expected that the number of outgoing calls is 150 per hour; the average call
duration is 70 seconds; and the number of Trunks is 3. In an Erlang B model, the
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GOS directly represents the level of Blocking. This calculation results in a P.34
chance of receiving a busy signal. This means that a Caller trying to access an
outgoing Trunk has a 34%, or approximately a 1 in 3 chance of receiving a busy
signal. This is a very poor level of service. The GOS would typically be in the
range of P.01 to P.10.
Probability of X or Less Trunks Busy (ERLB_X_CHAN formula)
This calculation determines the probability that exactly X number of Trunks will
be simultaneously busy when a stated call load is presented to a given number of
available Trunks. The calculator accepts the number of calls per hour, the
average call duration, and the number of available Trunks as parameters. Then,
it calculates the probability that exactly the specified number of Trunks are busy
at any point in time.
For example, you can determine the probability of getting an all Trunks busy
condition in a group of 4 Trunks under the following conditions: there are 250
calls per hour, with an average duration of 70 seconds. The calculation results in
a probability of about 0.39, meaning that there is a 39% chance of all 4 Trunks in
the group being busy at the same time. This can also be expressed as precisely
4 Trunks being busy for 39% of the time.
Probability of X and Y Trunks Busy (ERLB_INTEG formula)
This calculation determines the probability that between X and Y Trunks will be
simultaneously busy when a current call load is presented to a limited number of
available Trunks. The calculator accepts the number of calls per hour, the
average call duration, and the number of available Trunks as parameters. Then,
it calculates the probability that no fewer than X, and no more than Y Trunks are
busy at any point in time.
You can use this calculation to determine the traffic on the least occupied Trunks
in a Trunk Group. For example, you can calculate the probability of Trunks 8 to
10 (for a group of 10 Trunks) being busy when presented with 250 calls per hour,
and having an average duration of 70 seconds. This calculator calculates the
probability of Trunks 8 to 10 being busy and determines if the individual Trunk
traffic justifies the cost.
Traffic that can be Carried (ERLB_TRAF formula)
This calculation determines the traffic (call load) that can be handled by a limited
number of Trunks within a certain GOS. The calculator accepts the number of
Trunks, the GOS required to be met, and the average call duration as
parameters. Then, it calculates the number of calls per hour that can be handled.
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Alternatively, the number of calls can be used. In this case, the calculator
determines the average call duration needed in order to meet the GOS.
For example, you can determine the call load, with an average call duration of 70
seconds, that can be handled by three Trunks while maintaining the GOS within
the company's target of P.03. If this calculation shows that the number of calls
per hour that can be handled is less than expected, then the number of Trunks
must be increased to maintain the target GOS. Otherwise, the level of Blocking
must be allowed to worsen to enable the call load to be handled by the Trunks
that are available.
Alternatively, the same calculation might be performed with a known number of
calls per hour. The calculator then determines the average call duration that can
be accepted while still remaining within the target GOS.
Trunks Required to Achieve a GOS (ERLB_TKS formula)
This calculation determines the number of Trunks required to handle a certain
call load within a stated GOS. The calculator accepts the number of calls per
hour, the average call duration of those calls, and the required GOS as
parameters. Then, it calculates the number of Trunks required to handle the call
load within the required GOS.
For example, you can determine the number of Trunks required to handle 150
calls per hour, with an average duration of 70 seconds, within a GOS of P.02.
This is a key calculation in the Forecasting and Scheduling process.
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Creating a Poisson Traffic Analysis
The Calculation Wizard prompts for all of the information needed to create a
graph of the traffic analysis calculation. Clicking the Calculation Wizard button on
the toolbar takes users step-by-step through the process of creating a traffic
analysis, using the traffic equation of the user's choice. The steps below act as a
guide for creating a Poisson traffic analysis.
Poisson - Poisson modeling assumes that calls placed by a source that are
initially blocked will hang up and reattempt the call at random intervals until
the call successfully connects OR until it has waited the length of time the call
would have lasted if not blocked. The model assumes that calls will never
queue. This distribution is not widely used in North America, but is provided
for completeness.
1.
2.
Click the Calculation Wizard button on the toolbar.
Enable the Poisson radio button.
3.
Click Next to open the Poisson Statistics dialog box.
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Enable the radio button for the desired statistic and click the Next button.
The remaining dialog boxes that follow vary according to the type of
statistic selected.
5. With each dialog box that follows, enter the calculation parameters and
click the Next button to continue to the next dialog box in the Calculation
Wizard.
6. In the final dialog box the Next button is replaced by the Finish button.
Click Finish to create the traffic analysis based on the selections of the
previous dialog boxes.
4.
Poisson Traffic Calculations
This calculation relates the GOS to the number of Trunks and the call load (the
number of calls per hour and the average duration of these). The calculator
accepts the number of calls per hour, the average call duration, and the number
of available Trunks as parameters. Then, it calculates the GOS that results from
the call load being presented to the designated number of Trunks.
Although the GOS generally means the probability of Blockage, the GOS in the
Poisson model represents the probability that a Caller will receive a busy signal
on the first call attempt. The Poisson model assumes that Callers who meet a
busy condition will re-try the call. The GOS in the Poisson model does not
necessarily represent the probability of a call being unsuccessful, only that it is
unsuccessful on the first attempt.
For example, you can determine the probability of getting an all Trunks busy
condition in a group of 4 Trunks, where there are 150 calls per hour with an
average duration of 70 seconds. The calculation results in a probability of
approximately 0.33, meaning that there is a 33% chance of all 4 Trunks being
busy at the same time. Because the Poisson model assumes that Callers who
meet a busy condition on the first call attempt re-try the call, this is not the same
as saying that the Callers have a 33% probability of being unsuccessful in
obtaining a Trunk.
Probability of Blockage at Call Arrival Rate (POIS_GOS formula)
This calculation relates the probability of call Blocking to the number of Trunks
and to the call load (the number of calls per hour and the average duration of
these). The calculator accepts the number of calls per hour, the average call
duration, and the number of available Trunks as parameters. Then, it calculates
the probability of call Blocking that results from a certain call load being
presented to a given number of Trunks.
The term ‘probability of Blocking’ is used here to distinguish this calculation from
that of the Poisson GOS. The probability of Blocking is the chance that a Caller
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will meet a busy signal on repeated call attempts, whereas, the Poisson GOS
relates only to the chance of receiving a busy signal on the first attempt.
For example, you can determine the probability of a Caller being unsuccessful in
getting a free Trunk (even after re-trying the call), when four Trunks are
presented, with 150 calls per hour, and an average call duration of 70 seconds.
The calculation results in a probability of about 0.16, meaning that there is a 16%
chance of a Caller meeting a busy condition on the first and subsequent call
attempts.
Notice that the result here is 16%, as opposed to the 33% result obtained when
the Poisson GOS was calculated. Together these results mean that the Caller
has a 33% chance of meeting a busy condition on the first call attempt and a
16% overall chance of meeting a busy condition on all call attempts.
Probability That Selected Trunks Are Busy (POIS_INTEG formula)
This calculation determines the probability that X Trunks or fewer are busy at any
point in time when a certain call load is presented to a limited number of Trunks.
The calculator accepts the number of calls per hour, the average call duration,
and the number of Trunks as parameters. Then, it calculates the probability that
X or fewer number of the Trunks will be busy at any point in time.
This calculation might be applied where you suspect that you have too many
Trunks in a Trunk Group and you wish to determine the peak number of Trunks
required. In this situation you may wish to know the probability that eight or
fewer Trunks are busy in a group of 10, when presented with 150 calls per hour,
with an average call duration of 70 seconds.
This calculation might be applied where you suspect that you have too many
Trunks in a Trunk Group and you wish to determine the peak number of Trunks
required. In this situation you may wish to know the probability that eight or
fewer Trunks are busy in a group of 10, when presented with 150 calls per hour,
with an average call duration of 70 seconds.
This calculator allows you to calculate the probability that 8 or fewer Trunks are
busy. Then, you can calculate the probability that 9 or fewer Trunks are busy. If
the difference between the probability of 9 or fewer Trunks, and 8 or fewer
Trunks being busy is small, then it may be that no more than 8 Trunks are
required (statistical comparison).
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Traffic capacity of Trunks for a GOS (POIS_TRAF formula)
This calculation determines the traffic or call load that can be handled by a
limited number of Trunks within a stated GOS. The calculator accepts the
number of Trunks with the required GOS, and the average call duration as
parameters. Then, it calculates the number of calls per hour that can be handled.
For example, you can determine the required call load, with an average call
duration of 70 seconds, that can be handled by three Trunks, while maintaining a
GOS within the value of P.03. If this calculation shows that the number of calls
per hour that can be handled is less than expected, then the following is true.
The number of Trunks must be increased to maintain the GOS within target, or
the level of Blocking must be allowed to worsen to enable the call load to be
handled by the Trunks that are available.
The Blocking formula used in this function is that described in the ‘Probability of
Blockage at a call arrival rate’, not that described in the ‘Probability of Blockage
for a GOS’.
Trunks Required for a GOS (POIS_TKS formula)
This calculation determines the number of Trunks required to handle a given call
load within a given GOS. The calculator accepts the number of calls per hour, the
average call duration of these calls and the required GOS as parameters. Then,
it calculates the number of Trunks required to handle the call load within the GOS
requirement.
For example, you can determine the number of Trunks required to handle 150
calls per hour, with an average duration of 70 seconds, within a GOS of P.02.
This is a key calculation in the Forecasting and Scheduling process.
The Blocking formula used in this function is that described in the ‘Probability of
Blockage at a call arrival rate’, not that described in the ‘Probability of Blockage
for a GOS’.
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Understanding Traffic Reports
When a traffic model is selected and one of its formulae is used to perform calculations,
a report is presented that resembles the sample Traffic Analyzer report below.
Each report provides an example of the calculation that corresponds to the calculator.
All reports contain the following three sections.
The top left hand side of the report provides a brief explanation of the calculation
performed, and any relevant criteria. For example in the above analysis, the
report displays that the calculation performed is “Traffic Capacity of Trunks for a
GOS” and the calculation is based on the criteria of 250 calls per hour.
The top right hand side of the report contains the results of the calculation in the
form of a table. The example above displays the Grade Of Service required by
the Number Of Trunks available. The data in this table corresponds to the graph
displayed below, in the bottom half of the report.
The lower section of the report contains a chart or graph produced using the
parameters, data, and results from the table in the top-right section.
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Recalculating a Traffic Analysis
You can quickly change the parameters of an existing traffic analysis
calculation by using the Recalculation Wizard.
Use the following steps to recalculate the traffic analysis
.
1. Click the Recalculation Wizard button.
2. Enter the new parameters in the dialogs as they are presented.
3. At the final dialog, click Finish to create your analysis graph.
Switching Between Line, Bar, and Pie Charts
By default, all analysis data is displayed in a Simple Line Chart. If your analysis lends
itself to presentation in another chart style, you can easily switch to another of the
sixteen available styles.
Use the following steps to present the data as a line chart.
1.
2.
3.
Use the Calculation Wizard to produce a Simple Line Chart of your data.
Click Graph Styles, Line Charts
Choose one of the four styles of line charts from the flyout list.
Use the following steps to present the data as a bar chart.
1.
2.
3.
Use the Calculation Wizard to produce a Simple Line Chart of your data.
Click Graph Styles, Bar Charts
Choose one of the ten styles of bar charts from the flyout list.
Use the following steps to present the data as a pie chart.
1.
2.
3.
Use the Calculation Wizard to produce a Simple Line Chart of your data.
Click Graph Styles, Pie Charts
Choose one of the two styles of pie charts from the flyout list.
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Calculating Staffing Requirements
The staffing option performs calculations with custom input parameters, and
produces reports. The Staffing window is divided into three sections, the
Traffic Model Information panel, the Data Table panel and the Graph panel.
Traffic Model Information Panel
The Traffic Model Information panel contains 5 boxes. The first four of these
allow the entry of parameters. The fifth box, Agts Required, contains the number
of agents required. This value is based on the values entered in the previous four
boxes. The dialog box is initially filled with default values for all entries; enter data
as single values or within a range.
Data Table Panel
The Average Calls/Hour, Average Talk Time, Service Goal, TSF Time, and
Agents Required can be edited in the Traffic Model Information Block. Once the
values are entered, the probability of queuing, probability of delay, average delay
time, and average queue depth in the Data Table panel is updated in text format
and the Graph panel is updated in graphical format. An example of these
variables in the Data Table panel is shown below.
Graph Panel
An example of the variables displayed in graph format is shown below.
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Using the Cost Justification Guide
It is essential to understand the cost components and structure of a customer
interaction center. The Traffic Analyzer aids in justifying cost requirements to senior
management, and assists in the overall management and operation of the customer
interaction center with the Cost Justification Guide.
The guide describes how to calculate cost components using hypothetical cost figures.
The cells in the tables of the guide can be edited costs entered that correspond to the
customer interaction center. The guide provides various suggestions for reducing
customer interaction center operating costs and for increasing customer interaction
center revenues.
To open the Cost Justification Guide, click the Cost Justification button on the
toolbar. The Cost Justification Guide provides a model for understanding the
cost structure of a customer interaction center. To help illustrate the model, an
example of a hypothetical customer interaction center’s cost structure is provided. This
is important to understand because the basis for cost justification comes from projecting
how features of the equipment will impact the cost structure of the customer interaction
center.
The Cost Justification Wizard includes the following sections: Call Center Cost
Dynamics, Load Labor Costs, Equipment and Automation Costs, Transmission Costs,
Reducing Call Center Costs, and Increasing Call Center Revenue. Continue for
descriptions of each section of the Cost Justification Wizard.
Call Center Cost Dynamics
Your total customer interaction center costs include Loaded Labor Costs,
Equipment and Automation Costs, and Transmission Costs. The relative
proportion of each cost is illustrated in the customer interaction center Cost
Dynamics chart.
Load Labor Costs
Customer interaction center load labor costs are calculated from the following
cost components:
Agent cost per hour
Facility cost per agent per hour
Supply cost per agent per hour
Management and support staff cost per hour
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Equipment and Automation Costs
Customer interaction center Equipment and Automation costs may include the
ACD system, the computer system, and the furniture used by employees.
Equipment and Automation costs are measured in cost per workstation units.
Transmission Costs
Transmission Costs include the cost of both voice and data transmission.
Reducing Call Center Costs
Customer interaction center managers must justify the costs of equipment
features by identifying the operational savings they provide. Cost justification
examples are provided for the following customer interaction center features:
Delayed Answer
Agent Telephone
Wrap-Up Data Entry
Voice Response
Increasing Call Center Revenue
Total annual revenues may significantly increase with the use of an ACD system.
Your potential increased revenue can be determined using the Increasing Call
Center Revenue Worksheet.
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TASKE Agent Desktop
The TASKE Agent Desktop is a PC-based version of TASKE WallSign that is only
available through an Agent installation of the TASKE ACD ToolBox. Using the Agent
Desktop application, agents view current call center conditions in a sizable, on-screen
window that displays user-specified, real-time call center data on the computer desktop.
By continuously updating agents with real-time data on call activity, the TASKE Agent
Desktop is an important tool in maintaining call center service levels.
The TASKE Agent Desktop displays queue status information, call center performance
parameters, system time and other measures for Queues or Queue Groups. Statistics
are displayed in cells that change color when call traffic exceeds pre-defined thresholds,
alerting agents to take action before potential problems arise.
The Agent Desktop interface is a table that floats on the Windows desktop or docks to
one of its edges. On the surface, the Agent Desktop application window appears to
have no control mechanisms. To access the program features and functionality,
right-click anywhere in the application window to launch the program menu.
The application window is sizable by clicking and holding the left mouse button on the
border of the window, and dragging until the desired window size is obtained. View the
application window horizontally, vertically, or as a grid, with user-defined dimensions.
When viewed as a grid, the Agent Desktop window is only viewable as a floating
window. When viewed horizontally or vertically, users have the ability to dock the
application window to any edge of the Windows Desktop. The docking feature resizes
all other application windows, allowing agents to view call and queue statistics while
working in other applications.
To view the Agent Desktop window when the application is running, but the window is
hidden from view, double-click the Agent Desktop icon in the Windows system tray.
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Starting Agent Desktop
The Agent Desktop application is opened from the Windows desktop. Use one of
the following methods to open the application.
Opening the Agent Desktop Using the Start Button
Use the following steps to open the Agent Desktop application using the Start
button on the Windows desktop.
1. Click Start on the toolbar of the Windows desktop.
2. Select Programs from the menu.
3. Select the TASKE folder in the list of programs.
4. Select Agent Desktop from the list of TASKE applications to open the
Agent Desktop application.
Opening the Agent Desktop from the TASKE Program Folder
Use the following steps to open the Agent Desktop application from the TASKE
ToolBox program folder.
1. Double-click the TASKE ToolBox folder icon on the Windows desktop to
open the TASKE ToolBox folder.
2. Double-click the Agent Desktop icon in the folder to open the Agent
Desktop application.
Using the Agent Desktop Interface
On the surface, the Agent Desktop application window appears to have no control
mechanisms. To access the program features and functionality, right-click
anywhere in the application window to launch the program menu. By default, when
the Agent Desktop application starts, it automatically opens the settings file that was
used last. However, in the event that a settings file was not open when the application
closed, or it is the first time opening the application after installation, the application
window is blank when the application starts.
Agent Desktop - No Settings File Open
Agent Desktop - Settings File Open
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Because the Agent Desktop application must share the PC
desktop with other applications, it is very important that it
maximize the workspace available. To aid in the
maximization of workspace, the application controls are
situated in a pop-up menu that is accessed by right-clicking
in the application window or by right-clicking the Agent
Desktop icon in the Windows system tray. The menu
provides access to all of the features and functionality of the
application.
Adjusting the Window Size and Position
As long as the Agent Desktop is in a floating state, meaning
that it is not docked to the PC desktop, it can be resized and
moved to any location on the PC desktop. Adjust the Agent
Desktop window to be as small as a few pixels or as large
as the full desktop. As the window size is adjusted, the font
size is automatically adjusted to accommodate the new
window size.
To adjust the window size, move the cursor to the border of the Agent Desktop
window. When the mouse pointer becomes a double-headed arrow, click and
hold the left mouse button. Drag the mouse until the Agent Desktop reaches the
desired size and release the mouse button.
To re-position the Agent Desktop window on the PC desktop, move the mouse
pointer to any position within the Agent Desktop window. Click and hold the left
mouse button. Drag the Agent Desktop window to the desired position and
release the mouse button.
Agent Desktop Display Window: Hide/Restore Versus Always on Top
Use the Hide/Restore and Always on Top options to control the display of the
Agent Desktop window.
Hide/Restore
Select Hide from the program menu to minimize the Agent Desktop application. If
the application window is already hidden, the Hide menu option is not available
for selection. When hidden the application is still running in the background, but
is not visible.
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There are two methods for viewing the Agent Desktop window when it is hidden:
a.
b.
Double-click the Agent Desktop icon in the Windows system tray.
Right-click the Agent Desktop icon in the Windows system tray and select
Restore from the menu.
Always on Top
Select Always on Top from the program menu to force the Agent Desktop
application window to the forefront of the PC desktop at all times. This means
that the application window can never be covered by another application. When
the Always on Top option is selected in the program menu, a check mark is
present beside the menu item.
Creating, Saving, and Opening Agent Desktop Settings
A settings file is a file that contains the user-defined display parameters for a group of
statistics selected by the user. Saving the display settings allows the user to open the
settings file and view the statistics, rather than adding the variables to the window each
time the application is started. Several settings files may be required to suit different
users, shifts, and situations. Create any number of settings files to serve every user,
every shift, and every situation.
Creating a New Settings File
Use the following steps to create a new settings file.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select New Settings from the menu. This action clears the window of any
variables currently displayed or closes the settings file that is open. The
user is prompted to save the current settings before any variables are
cleared or a settings file is closed.
3. Add the desired variables to the application window.
4. Save the new settings file.
1.
Saving a New Settings File
Use the following steps to save a new settings file.
1.
2.
Define the desired variables for display in the Agent Desktop window.
Right-click anywhere within the Agent Desktop window to open the
program menu.
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Select Save Settings As... from the menu to open the Save As dialog box.
Select the desired location for the settings file on the PC or network from
the Save in: drop-down list. This list provides the available PC and
network locations for saving the file. The default location for Agent
Desktop settings files is TASKE/Prefs/AgentDesktop.
5. Input a name for the settings file in the File name: field.
6. Ensure the file type in the Save as type: field is: Settings File (*.adt).
7. Click OK to save the new settings file.
3.
4.
Saving an Existing Settings File
Use the following steps to save an existing settings file.
Change the variable display as desired in the Agent Desktop window.
Right-click anywhere within the Agent Desktop window to open the
program menu.
3. Select Save Settings... from the menu to save the file using the same
name and the same location. If the file is new, the Save Settings... option
opens the Save As dialog box, prompting the user to input the file name
and location.
1.
2.
Opening a Settings File
Use the following steps to open a settings file.
1.
2.
3.
4.
5.
Right-click anywhere within the Agent Desktop window to open the
program menu.
Select Open Settings... from the menu to open the Open dialog box.
Select the location of the settings file on the PC or network from the Look
in: drop-down list. This list provides the available PC and network
locations for saving the file. The default location for Agent Desktop
settings files is TASKE/Prefs/AgentDesktop.
Select the desired setting file from the list of files.
Click Open to open the settings file in the Agent Desktop window.
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Adding, Editing, and Deleting ACD Variables
The Agent Desktop receives real-time, statistical ACD information, or ACD variable
information, from the Information Server. To display this information in the Agent
Desktop application window, the user must define each ACD variable and its display
parameters. The display parameters include setting threshold ranges and the
corresponding colors for each. Using the thresholds and the colors, the cell for an ACD
variable is able to change color according to the current threshold range for the ACD
variable. This color change alerts agents to changes in the conditions of the customer
interaction center.
Adding ACD Variables to the Agent Desktop Window
Use the following steps to define the display settings for an ACD variable and
add it to the Agent Desktop window.
1.
2.
3.
4.
5.
6.
7.
Right-click anywhere within the Agent Desktop window to open the
program menu.
Select Add Variable For from the menu. A sub-menu opens displaying a
list of the available Queues and Queue groups.
Select a Queue or Queue Group from the list to open the
Background/Foreground Colors for ACD Statistic dialog box.
Select a statistic (ACD variable) from the ACD Statistic drop-down list.
Input a name for the ACD variable in the ACD Statistic Name field. A
default name should already be present in this field. To accept the default
name, do not enter anything in the field.
Define the ACD variable threshold ranges and colors. Define color
combinations for up to three threshold ranges.
Click OK to accept the settings for the new ACD variable and display in
the ACD variable in the Agent Desktop window.
Editing ACD Variables
Use the following steps to edit the name or display parameters of an ACD
statistic.
1.
2.
3.
4.
5.
6.
Right-click anywhere within the Agent Desktop window to open the
program menu.
Select Edit Variable from the menu. A sub-menu opens displaying a list of
the defined ACD variables by Queue/Group.
Select an ACD variable from the list to open the Background/Foreground
Colors for ACD Statistic dialog box.
Change the ACD variable name as desired.
Change the ACD variable threshold ranges and colors as desired.
Click OK to accept the changes and close the dialog box.
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Deleting ACD Variables
Use the following steps to delete an ACD variable. This action removes the ACD
variable from the Agent Desktop window.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select Delete Variable from the menu. A sub-menu opens displaying a list
of the defined ACD variables by Queue/Group.
3. Select the ACD variable to delete from the list. The variable is immediately
removed from the Agent Desktop window.
1.
Defining Thresholds for ACD Variables
The display parameters for ACD variables include setting threshold ranges and
the corresponding colors for each. Using the thresholds and the colors, the cell
for an ACD variable is able to change color according to the current threshold
range for the ACD variable. This color change alerts agents to changes in the
conditions of the customer interaction center.
Use the following steps to define the three threshold ranges and the
corresponding colors for an ACD variable.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Perform one of the following actions to open the Background/Foreground
Colors for ACD Statistic dialog box.
a. If the process involves adding a new ACD variable, select Add
Variable For from the menu. A sub-menu opens displaying a list of
the available Queues and Queue groups. Select a Queue or Queue
Group from the list to open the Background/Foreground Colors for
ACD Statistic dialog box. In this case, the user must select an ACD
statistic and define the ACD variable name prior to defining the
thresholds and color ranges.
b. If the process involves editing an existing ACD variable , Select Edit
Variable from the menu. A sub-menu opens displaying a list of the
defined ACD variables by Queue/Group. Select an ACD variable
from the list to open the Background/Foreground Colors for ACD
Statistic dialog box.
1.
3.
Locate the Colors and Thresholds for ACD Statistics area of the dialog
box. Notice that only the two middle threshold values are editable. The top
value defines the minimum value for the statistic and the bottom value
defines the maximum value for the statistic. Depending on the type of
ACD Statistic selected, the threshold values may be in a time format or a
numeric format.
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Input the threshold value in the field between Range 1
and Range 2 to define the first threshold range. This
threshold range includes all values between the minimum
value and the value input by the user in the first editable
field.
5. Input the threshold value in the field between Range 2
and Range 3. This defines both the second and third
threshold ranges.
a. The second threshold range includes all values
between the first user-defined threshold value and the second user
defined threshold value.
b. The third threshold range includes all values between the second
user-defined threshold value and the maximum value.
4.
6.
If desired, click the Background color box in the Colors for Range 1
section to open the Color dialog box and change the default background
color for the ACD variable cell in the Agent Desktop window.
7.
Select the desired color for the background of the ACD variable cell in the
Agent Desktop window.
Click OK to accept the color choice and close the Color dialog box.
If desired, click the Font color box in the Colors for Range 1 section to
open the Color dialog box and change the default font color for the text in
the ACD variable cell.
Click OK to accept the color choice and close the Color dialog box.
If desired, repeat steps 7 to 11 in the Colors for Range 2 and the Colors
for Range 3 sections.
Click OK to accept the thresholds and color ranges and close the
Background/Foreground Colors for ACD Statistic dialog box.
8.
9.
10.
11.
12.
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Filtering Cell Information
Each cell in the Agent Desktop window can display up to six items. These items are:
a state icon
the Queue/Group ID
the Queue/Group name
the Queue/Group nick name
the ACD variable name
the value of the ACD variable.
Users can choose to display all or none of these items. By default, the state icon,
Queue/Group ID, Queue/Group name, the ACD variable name, and the ACD variable
value are displayed. The information selected for display is selected for all cells, these
settings cannot be defined for individual cells in the Agent Desktop window.
Selecting Cell Information for Display
Use the following steps to select or de-select cell information for display.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select View from the menu. A sub-menu opens displaying the list of items
available for display. A check mark beside an item in the list means that
the information is already selected for display.
3. Select an item from the list.
a. Selecting an item with a check mark de-selects that item, meaning
that the information is removed from the cells.
b. Selecting an item without a check mark selects that item, meaning
that the information is added to the cells of the Agent Desktop.
1.
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Docking the Agent Desktop Window to the PC Desktop
Dock the Agent Desktop window to the PC desktop in a similar manner to any other
Windows application. A docked application window affixes itself to a particular location
on the PC desktop and cannot be moved unless it is undocked. The Agent Desktop
window can dock to any edge of the PC desktop, meaning the top, bottom, right, or left
of the screen. All other applications resize to fit in the remaining desktop space. The
only exception to this applies to the grid display. When displayed as a grid, the Agent
Desktop window cannot be docked to the Windows Desktop.
Docking the Agent Desktop Window
Use the following steps to dock the Agent Desktop window to the PC Desktop.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select Dock from the menu. A sub-menu opens displaying the list of
window orientations available. These are Left, Right, Top, and Bottom.
3. Select a window orientation from the menu. The Agent Desktop window
docks to the selected side of the PC desktop, and resizes/moves all other
desktop applications to fit.
1.
Undocking the Agent Desktop Window
Use the following steps to undock the Agent Desktop window from the PC
Desktop.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select Undock from the menu. The Agent Desktop undocks from the
selected side of the PC desktop, and returns to its original state of floating.
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Changing the Variable Display
By default, any variables added to the Agent Desktop are displayed horizontally in the
order they are created. Users can change the order of the ACD Variables in the Agent
Desktop window as well as change the orientation of the application window on the PC
desktop. There are three views for the Agent Desktop. These are Vertical, Horizontal,
and Grid.
Changing the Display Order of Variables
Use the following steps to change the display order of the ACD variables in the
Agent Desktop window.
1.
2.
3.
4.
5.
Right-click anywhere within the Agent Desktop window to open the
program menu.
Select Change Display Order... from the menu to open the Change
Variable Order dialog box.
Choose an ACD variable from the list of ACD variables.
Change the order of the ACD variable in the list using one of the following
methods.
a. Click the ACD variable to move and drag it to the desired location in
the list.
b. Select the ACD variable to move and click the up/down arrows in the
top, left corner of the dialog box to move the ACD variable through the
list.
Click OK to accept the order of the variables and close the dialog box.
Displaying Variables Horizontally
Use the following steps to display the variables in the Agent Desktop window
horizontally.
Right-click anywhere within the Agent Desktop window to open the
program menu.
2. Select Display Variables from the menu. A sub-menu opens displaying a
list of the orientation settings for the Agent Desktop window..
3. Select Across from the sub-menu. The variables automatically rearrange
to a horizontal configuration within the Agent desktop.
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Displaying Variables Vertically
Use the following steps to display the variables in the Agent Desktop window
vertically.
Right-click anywhere within the Agent Desktop window
to open the program menu.
2. Select Display Variables from the menu. A sub-menu
opens displaying a list of the orientation settings for the
Agent Desktop window..
3. Select Downward from the sub-menu. The variables
automatically rearrange to a vertical configuration
within the Agent desktop.
1.
Displaying the Agent Desktop as a Grid
Use the following steps to display the variables in the Agent Desktop window in a
grid formation. It is important to note that the Agent Desktop cannot be docked
when it is displayed as a grid.
1.
2.
3.
4.
5.
Right-click anywhere within the Agent Desktop window to open the
program menu.
Select Display Variables from the menu. A sub-menu opens displaying a
list of the orientation settings for the Agent Desktop window..
Select Grid from the sub-menu open the Agent Desktop Grid Setting
dialog box.
Input the number of rows and columns for the grid.
Click OK. The variables automatically rearrange to the defined grid
configuration within the Agent desktop.
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Changing the Font
The Agent Desktop uses the same font for all variables displayed in the cells of the
application window. The font is automatically sized to fit the window. Change the font to
any installed font on the PC. The standard Windows Font dialog box allows you to
change the font used to display the ACD variables in the Agent Desktop Window.
Use the following steps to change the font in the cells of the Agent Desktop window.
1.
2.
3.
4.
5.
Right-click anywhere within the Agent Desktop window to open the program
menu.
Select Change Font... from the menu to open the Font dialog box. .
Select a font from the Font list of installed fonts. The sample section of the dialog
box provides a preview of the font selected in the list.
Select a style from the Font Style list. The sample section of the dialog box
provides a preview of the selected font with the selected style applied.
Click OK to select the font settings and close the dialog box.
Exiting from the Agent Desktop Application
Use the following steps to exit from the Agent Desktop application.
Right-click anywhere within the Agent Desktop window to open the program
menu.
2. Select Exit from the menu. If the current settings are not saved, the application
prompts the user to save the settings. Otherwise, the application window closes
and the program shuts down.
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TASKE Search
To effectively manage a call center, supervisors require accurate and current
information about all activities. The primary activities include handling telephone
calls and responding to telephone inquiries. A supervisor requires detailed
information regarding the quantity, distribution, and type of telephone calls handled.
The IWATSU ADIX system tracks call center activities and produces real-time event
records providing information about all the calls made and received. Every inbound and
outbound call results in the generation of a basic real-time event record and several
situations cause the creation of multiple records for the same call. Additional records of
interest are generated whenever an unsupervised transfer to a Pilot is performed or
when a call is recalled out of an ACD queue. It is obvious that a single day in a typical
call center that receives thousands of calls a day produces a vast amount of data.
In some situations it is necessary to examine the raw event records from the PBX. The
TASKE Search utility allows users to extract specific real-time event records and to
save them as a .txt file readable by word processing and text editing software
applications. Examining this smaller, and more manageable, number of records
simplifies the task of extracting the required information.
To extract the required records from the mass of records created in a day, the TASKE
Search application provides a powerful and flexible search mechanism that allows users
to specify call criteria. The search criteria is used to filter the records and produce an
output of real-time event records for those calls that match the specified conditions. The
action of the Search program is exclusive and not inclusive, meaning that records failing
to match the required criteria are excluded.
The Search program uses two filtering methods to find records: an Event Filter and Call
Type Filter. The Event Filter is used to search for individual records, while the Call Type
Filter is used to search for specific types of calls.
Using the Search Interface
The control and use of the TASKE Search utility is exercised through the user interface.
The TASKE Search interface consists of the Main Window, the Information Window, the
Information Tabs, and the Menu Bar.
Main Window
The Main Window acts as a shell for five sub-windows that present call event
information. The sub-windows housed by the Main Window are the PBX file
window, the Event Filtered search window, the Call Type search window, the
Explanation window, and the Sorted window. The PBX file window is the basis
for the remaining four windows. This window contains all call event records for
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the selected day. The information in the Event Filtered window, the Call Type
window, the Explanation window, and the Sorted window are the result of
conducting searches on the PBX file, requesting an explanation for the call
events, or sorting the event records contained in the PBX file. Creating a Filter By
Events opens the Event Filtered search window that contains the search results
and creating a Filter By Call Type opens the Call Type search window that
contains the search results. The Explanation window changes the view of the
PBX file window to include a record description with each call event record. The
Sorted window sorts the event records in the PBX file by the call ID. Switch
between the windows using the Information Tabs located at the base of the Main
Window.
Information Window
The Information Window opens when a search is conducted or an explanation of
call records is requested. The Information Window provides a description of the
type of information in the Main Window. The content of the Information Window
varies according to the sub-window selected in the Main Window. By default, the
Information Window is docked vertically, on the right side of the Search program
interface, but its position is variable. Dock the Information Window to the left side
of the interface, horizontally, to the top or bottom of the interface, or view it as a
floating window. To re-situate the Information Window in the Search interface,
use the mouse to drag the window to the desired screen position and drop it in
the new position.
Information Tabs
The Information Tabs are located at the base of the Main Window. Use these
tabs to select a window for viewing within the Main Window. Selection of a
window using the Information Tabs also affects the content of the Information
Window. The availability of the Information Tabs depends on the windows that
are open in the Main Window. These tabs are the PBX Data tab, the Explanation
tab, the Sorted tab, the Event Filtered tab, and the Calls Filtered tab.
Menu Bar and Toolbars
The Menu Bar and Toolbar span the top of the TASKE Search interface. The
Menu Bar provides keyboard or mouse access to the functions of the TASKE
Search utility. The Toolbars provide one-click shortcuts to a number of the
functions accessed via the Menu Bar. The Menu Bar contains six menus: File,
Edit, View, Tools, Window, and Help.
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Opening PBX files
To begin using the TASKE Search utility, open a PBX file. The Search program opens
standard PBX files (.pbx) and compressed files (.zip).
Use the following steps to open a PBX file.
1. Choose Open from the File menu.
2. Select a PBX file to open from the \\taske\SiteData\Smdr\ directory.
3. Click Open.
The PBX Data window opens in the Main Window. The window contains the event
records for the selected day.
The PBX file naming convention includes the date. For example, IW991012.pbx was
created on October 12, 1999.
Printing Search Information
Preview and print the search results for each window individually. The printed page
includes a header with the window name, date and time and a footer that includes the
page number.
Print Preview from the Main Window
Use the following steps to use the Print Preview option to preview and print the
search results from the Main Window.
1. Select the Information Tab of the window to preview and print.
2. Select Print Preview from the File menu to open a print preview of the
selected window.
3. Use the Next Page, Prev Page, One/Two Page, Zoom In, and Zoom Out
buttons to view the search results.
4. Click Print to open the Print dialog box and print the search results or
Close to exit the print preview window.
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Printing the Main Window Contents
Use the following steps to print the contents of the Main Window.
1. Select the Information Tab of the window to print.
on the Toolbar or select Print from the File menu to open the Print
2. Click
dialog box.
3. Select the printer, print range, and the number of copies.
4. Click OK.
Printing the Information Window Contents
Use the following steps to print the contents of the Information Window.
on the Search
1. Select Print Info Window from the File menu or click
Toolbar to open the Print dialog box.
2. Select the printer, print range, and the number of copies.
3. Click OK.
Copying Information to the Clipboard
Copy the event records from any of the windows open in the Main Window to the
Windows Clipboard. From the Windows Clipboard, the information is available for
pasting into other applications.
Use the following steps to select several successive records and copy the selection to
the Clipboard.
1. Select the Information Tab of the window containing the records to copy in the
Main Window.
2. Drag the mouse pointer from the beginning of the first record to the end of the
last record to copy.
3. Click
or select Copy from the Edit menu to copy the selected records to the
Clipboard.
Use the following steps to select several non-successive records and copy the selection
to the Clipboard.
1. Select the Information Tab of the window containing the records to copy in the
Main Window.
2. Drag the mouse pointer from the beginning of a record to the end of the record.
3. Repeat step 2 until all required records are highlighted.
or select Copy from the Edit menu to copy the selected records to the
4. Click
Clipboard.
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Saving Search Information
Save the results of a search filter as a text file for use with text editing or word
processing software applications.
Use the following steps to save information from the Main Window as a .txt file.
1. Select the Information Tab of the window to save.
or select Save As from the File menu to open the Main Window - Save
2. Click
As dialog box.
3. Choose the destination directory and type a name for the file.
4. Click Save.
Use the following steps to save information from the Information Window as a .txt file.
1. Click
or select Save Info Window from the File menu to open the Info Window
- Save As dialog box.
2. Choose the destination directory and type a name for the file.
3. Click Save.
Using the Search Commands
The commands of the Search applications are available through the menus of the menu
bar. For speed and convenience, many of these commands are also provided on the
toolbar.
Using the File Menu
The File menu consists of the following commands:
Menu Bar
Command
Toolbar Description
Button
The Open command provides the Open dialog box
where A PBX file is selected for viewing in the TASKE
Search interface. PBX files are found in \\taske\smdr\
on the PC.
Open
Close
Save As
N/A
The Close command closes the selected window. To
close a window, select the desired information tab to
display the window and choose Close from the File
menu. The File Info tab is the only information tab that
does not accept the Close command.
The Save As command is used to save the data in the
currently selected Main Window tab as a text file (.txt).
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Menu Bar
Command
Print
Preview
Toolbar Description
Button
N/A
The Print Preview command displays how the
currently selected Main Window tab will look when
printed. View multiple pages, magnify or reduce the
size of the page on the screen, or print the current
page.
Print
The Print command sends the currently selected Main
Window tab to the printer. The Print dialog box
specifies the print options before printing.
Save Info
Window
The Save Info Window command is used to save the
data in the currently selected Information Window tab
as a Text file (.txt). The Save Info Window command is
only available when the Information Window is open.
Print Info
Window
The Print Info Window command sends the currently
active information window to the printer. The Print
dialog box specifies the print options before printing.
The Print Info Window command is only available
when the Information Window is open.
Exit
The Exit command closes the current search session
without saving and shuts down the Search utility. The
Exit button is located in the right corner of the Title
Bar, directly above the Menu Bar.
Using the Edit Menu
The Edit menu consists of the following commands:
Menu Bar
Command
Copy
Toolbar Description
Button
The Copy command sends the current selection to the
Windows clipboard. From the clipboard the selection is
available to other applications. The Copy command is
only available when records are selected from any of
the windows accessed through the Main Window.
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Using the View Menu
Use the features of the View menu to customize the Search interface or to
refresh the display.
Menu Bar
Command
Toolbar
Button
N/A
Description The File Toolbar command enables or disables the toolbar
view. A check mark indicates the view of the File Toolbar is on.
The absence of a check mark indicates the view of the toolbar
is off. The toolbar provides quick access to file related
commands.
Menu Bar
Command
Toolbar
Button
N/A
Description The Search Toolbar command enables or disables the toolbar
view. A check mark indicates the view of the Search Toolbar is
on. The absence of a check mark indicates the view of the
toolbar is off. The toolbar provides quick access to search and
display related commands.
Menu Bar
Command
Toolbar
Button
N/A
Description The Status Bar displays program status information and
information on the selected window.
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Menu Bar
Command
Toolbar
Button
N/A
Description Enabling the Workbook Mode displays the Information Tabs at
the base of the Main Window. Disabling the Workbook Mode
hides the Information Tabs and the Window menu on the
Menu Bar must be used for window selection.
Menu Bar
Command
Toolbar
Button
Description Enabling the Info Window menu item displays the Information
Window. Disabling this option hides the Information Window
and the Main Window uses real estate reserved for the
Information Window.
Menu Bar
Command
Refresh Display
Toolbar
Button
Description The Refresh Display command redraws all windows after
changes made to fonts or colors.
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Using the Tools Menu
The Tools menu consists of the following commands:
Menu Bar
Command
Toolbar
Button
Description
Sort By Call
ID
The Sort By Call ID command automatically sorts
the telephone system data by Call ID. The Sorted
window opens in the Main Window, containing the
filtered data. This function is only available when the
PBX Data tab is selected in the Main Window.
Explain
Records
The Explain Records command opens the
Explanation window in the Main Window. The
Explanation window changes the view of the PBX
file window to include a record description with each
call event record.
Filter By
Events
The Filter By Events command opens the Event
Filter dialog box. Define search parameters for the
type of event data to search for, including ACD, ICM,
and COL events. This function is only available
when the PBX data tab is selected in the Main
Window.
Filter By Call
Type
The Filter By Call Type command opens the Call
Type Filter dialog box. Define search parameters for
call types, including: Calls Answered, Abandoned,
Interflowed, and Overflowed. This function is only
available when the PBX data tab is selected in the
Main Window.
Preferences
Use the Preferences command to customize fonts,
display colors, and define keywords in the Keyword
list.
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Using the Window Menu
The Window menu contains selections that switch between and arrange the subwindows of the Main Window.
Menu Bar
Command
Toolbar
Button
Description
Cascade
N/A
The Cascade command layers the open windows in
the Main Window.
Tile
N/A
The Tile command uses the Main Window area to
display all of the open windows simultaneously.
Arrange
Icons
N/A
The Arrange Icons command automatically
arranges the Title Bars of the minimized windows in
the Main Window.
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Menu Bar
Command
Toolbar
Button
Select
Window
N/A
Description
The Window Menu displays the windows that are
open in the Main Window. Only those that are open
appear on the menu. Use the list to switch between
the windows. A check mark next to an item indicates
the current window selection.
Using the Help Menu
The Help menu consists of the following commands:
Menu Bar
Command
Toolbar
Button
Help
Contents
About Search
Tool
Description
The Help Contents command opens the online help
file for the TASKE Search utility.
N/A
The About Search Tool command opens the About
Search Tool dialog box where version and copyright
information is available for the TASKE Search utility.
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Understanding Call Event Records
The TASKE Search utility provides a means for call center supervisors to view call
center activity directly from the records produced by the PBX. These records, though
somewhat cryptic, provide comprehensive call center information that is searchable. By
creating search filters, supervisors view only the records that conform to the defined
search criteria.
Deciphering the information included in a call event record is a difficult task when
viewing records directly from the PBX. A call event record is a record that describes an
event occurring within the PBX and its associated phone system. There are three event
types, ACD events, COL events, and ICM events. The content of call records depends
on the events the records are reporting.
The first three fields in all event records are the same regardless of the event type.
These fields are the event code, the time, and the call ID. The remaining information in
an event record is event specific.
Event Code - each event has a unique identifier known as an event code. The code is a
four-digit hexadecimal number, meaning that it can include numerical characters from 0
to 9 and alpha characters from A to F.
Event Time - the event time is the second field in an event record. This field presents
the time the event occurred using the format of the 24-hour clock. No separators are
used to differentiate between hours, minutes, and seconds, making 10:45:20 PM
appear as 224520.
Call ID - the call ID is the third field in an event record. The call ID is a number assigned
to a call when it enters the system. If an event occurs that is unrelated to a call, this field
is blank. For those records related to calls, the call ID is any number from 1 to 9999.
The call ID follows a call from its inception to its termination. When the call is
terminated, the call ID is available for reuse by new calls entering the system.
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Identifying ACD Events
ACD events refer to calls handled through the ACD (Automatic Call Distribution)
queue. Following are descriptions for all of the ACD event records. These
descriptions include the event code, the event title, and a description of the
information the event presents in the format it is presented. The Format section
of the event descriptions provide a number in parentheses for each field in the
record. These numbers indicate the maximum number of characters for the field.
Event Code:
3307
Event:
ACD Hold Pickup
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Picking Up (4), Blank Field (4), ACD
Group Number (4)
Event Code:
3308
Event:
ACD Incoming Pickup
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Picking Up (4), Blank Field (4), ACD
Group Number (4)
Event Code:
330B
Event:
ACD Barge In
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Barging In (4), Blank Field (4), ACD Group
Number (4)
Event Code:
330C
Event:
ACD Line Hold
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Holding (4), Blank Field (4), ACD Group
Number (4)
Event Code:
330D
Event:
ACD Camp-on
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Originating Station Number (4), Receiving Station Number
(4), ACD Group Number (4)
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Event Code:
330E
Event:
ACD Transfer
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Originating Station Number (4), Receiving Station Number
(4), ACD Group Number (4)
Event Code:
3315
Event:
ACD Line Disconnect
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
331A
Event:
ACD Incoming Call End
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
333D
Event:
ACD Reply
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
3347
Event:
ACD Holding Status Change
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Hold Type (4), Blank Field (4), ACD Group Number (4)
Event Code:
3350
Event:
ACD Originating Call
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
3370
Event:
ACD Queue
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Priority (4), Blank Field (4), ACD Group Number (4)
Event Code:
3371
Event:
ACD Priority
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), New Priority (4), Blank Field (4), ACD Group Number (4)
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Event Code:
3372
Event:
ACD Expansion
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Expanded ACD Group Number (4), Blank Field (4), ACD
Group Number (4)
Event Code:
3373
Event:
ACD Distribution
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Distributed (4), Agent ID Distributed (4),
ACD Group Number (4)
Event Code:
3374
Event:
ACD Intercept
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
3375
Event:
ACD Help
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Calling Station Number (4), Called Station Number (4),
ACD Group Number (4)
Event Code:
3376
Event:
ACD Help Pickup
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Picking Up (4), Blank Field (4), ACD
Group Number (4)
Event Code:
337B
Event:
ACD Forward
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Forwarding Destination (4), Blank Field (4), ACD Group
Number (4)
Event Code:
3380
Event:
ACD Help Cancel
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Canceling (4), Blank Field (4), ACD Group
Number (4)
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Event Code:
33E2
Event:
ACD Partial Disconnect from Conference
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Dropped (4), Blank Field (4), ACD Group
Number (4)
Event Code:
33E3
Event:
ACD Recall
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Recalled (4), Blank Field (4), ACD Group
Number (4)
Event Code:
33E4
Event:
ACD Monitor
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Monitoring (4), Blank Field (4), ACD Group
Number (4)
Event Code:
0921
Event:
Account Code Registration Executed
Format:
Event Code (4), Time (6), Call ID (4), Station Number (4),
Account Code (4), Account Code (4), Account Code (4)
Event Code:
3385
Event:
ACD Emergency Record
Format:
Event Code (4), Time (6), Call ID (4), Trunk/Station Number
(4), Station Number Operating (4), Blank Field (4), ACD Group
Number (4)
Event Code:
3426
Event:
ACD Agent Busy
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4),
Blank Field (4), Agent ID (4)
Event Code:
3427
Event:
ACD Agent Idle
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4),
Blank Field (4), Agent ID (4)
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Event Code:
347D
Event:
ACD Agent Not Available Start
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4)
Event Code:
347E
Event:
ACD Agent Not Available End
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4)
Event Code:
3530
Event:
ACD Call Wrap-up Start
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4)
Event Code:
3532
Event:
ACD Call Wrap-up End
Format:
Event Code (4), Time (6), Blank Field (4), Station Number (4)
Event Code:
3621
Event:
ACD Mode Change Registration Executed
Format:
Event Code (4), Time (6), Blank Field (4), ACD Mode (4),
Blank Field (4), Blank Field (4), ACD Group Number (4)
Event Code:
3721
Event:
Qualification Code Registration Executed
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Executing (4), Qualification Code (4)
Event Code:
3821
Event:
Agent Login
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Executing (4), Agent Priority (4), Agent ID (4), ACD Group
Number (4)
Event Code:
3822
Event:
Agent Logout
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Executing (4), Blank Field (4), Agent ID (4), ACD Group
Number (4)
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Event Code:
3921
Event:
Supervisor Login
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Executing (4), Blank Field (4), Supervisor ID (4), ACD Group
Number (4)
Event Code:
3922
Event:
Agent Logout
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Executing (4), Blank Field (4), Supervisor ID (4), ACD Group
Number (4)
Event Code:
4121
Event:
ACD Call Sequence Change
Format:
Event Code (4), Time (6), Blank Field (4), Station Number
Operating (4), Sequence Mode (4), New Sequence Number
(4), ACD Group Number (4)
Identifying COL Events
COL events refer to inbound and outbound calls involving a central office line.
Following are descriptions for all of the COL event records. These descriptions
include the event code, the event title, and a description of the information the
event presents in the format it is presented. The Format section of the event
descriptions provide a number in parentheses for each field in the record. These
numbers indicate the maximum number of characters for the field.
Event Code: 0101
Event:
Outgoing Seizure
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code: 0107
Event:
Hold Pickup
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
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Event Code:
0108
Event:
Incoming Pickup
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
010B
Event:
Barge In
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
010C
Event:
Line Hold
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4), Hold Type (4)
Event Code:
010D
Event:
Camp-on
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4),
Originating Station Number (4), Receiving Station Number (4)
Event Code:
010E
Event:
Transfer
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4),
Originating Station Number (4), Receiving Station Number (4)
Event Code:
010F
Event:
Line Add-on
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Adding
Station Number (4), Station Number Added (4)
Event Code:
0112
Event:
Outgoing Dialing
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Number
Dialed (4), Number Dialed (4), Number Dialed (4)
Event Code:
0115
Event:
Line Disconnect
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4)
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Event Code:
0119
Event:
Incoming Call Start
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
011A
Event:
Incoming Call End
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
0147
Event:
Holding Status Change
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Hold
Type (4)
Event Code:
014C
Event:
Incoming Call to Pilot
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number Old Ringing (4), Station Number Ringing (4)
Event Code:
0152
Event:
Call Forward No Answer
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4),
Forward From Station Number (4), Forward To Station Number
(4)
Event Code:
01E2
Event:
Partial Disconnect from Conference
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
01E3
Event:
Recall
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
Event Code:
01E4
Event:
Line Monitoring
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Station
Number (4)
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Event Code:
01E5
Event:
Outgoing Dialing End
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4), Number
Dialed (4), Number Dialed (4), Number Dialed (4)
Event Code:
9126
Event:
Trunk Busy
Format:
Event Code (4), Time (6), Call ID (4), Station Number (4)
Event Code:
9127
Event:
Trunk Idle
Format:
Event Code (4), Time (6), Call ID (4), Station Number (4)
Event Code:
4086
Event:
Number Identification Start
Format:
Event Code (4), Time (6), Call ID (4), Station Number (4),
Information (12)
Event Code:
40E5
Event:
Number Identification Stop
Format:
Event Code (4), Time (6), Call ID (4), Station Number (4),
Information (12)
Event Code:
4819
Event:
Abandoned Call Status
Format:
Event Code (4), Time (6), Call ID (4), Trunk Number (4)
Identifying ICM Events
ICM events refer to internal calls. Following are descriptions for all of the ICM
event records. These descriptions include the event code, the event title, and a
description of the information the event presents in the format it is presented. The
Format section of the event descriptions provide a number in parentheses for
each field in the record. These numbers indicate the maximum number of
characters for the field.
Event Code:
0207
Event:
Hold Pickup
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
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Event Code:
0208
Event:
Incoming Pickup
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
Event Code:
020B
Event:
Barge In
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
Event Code:
020C
Event:
Line Hold
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
Event Code:
020D
Event:
Camp-on
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Originating Station
Number (4), Receiving Station Number (4)
Event Code:
020E
Event:
Transfer
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Originating Station
Number (4), Receiving Station Number (4)
Event Code:
020F
Event:
Line Add-on
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Adding Station Number
(4), Station Number Added (4)
Event Code:
0215
Event:
Line Disconnect
Format:
Event Code (4), Time (6), Call ID (4)
Event Code:
0219
Event:
Incoming Call Start
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
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Event Code:
021A
Event:
Incoming Call End
Format:
Event Code (4), Time (6), Call ID (4),
Station Number (4)
Event Code:
0247
Event:
Holding Status Change
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Hold Type (4)
Event Code:
024C
Event:
Incoming Call to Pilot
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number Old
Ringing (4), Station Number Ringing (4)
Event Code:
0250
Event:
Originating Call
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Calling Station Number
(4), Called Station Number (4)
Event Code:
0252
Event:
Call Forward No Answer
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Forward From Station
Number (4), Forward To Station Number
(4)
Event Code:
02E2
Event:
Partial Disconnect from Conference
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
Event Code:
02E3
Event:
Recall
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
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Event Code:
02E4
Event:
Line Monitoring
Format:
Event Code (4), Time (6), Call ID (4),
Blank Field (4), Station Number (4)
Event Code:
9026
Event:
Station Busy
Format:
Event Code (4), Time (6), Call ID (4),
Station Number (4)
Event Code:
9027
Event:
Station Idle
Format:
Event Code (4), Time (6), Call ID (4),
Station Number (4)
Event Code:
0A33
Event:
Forward Activate
Format:
Event Code (4), Time (6), Blank Field (4),
Station Number (4)
Event Code:
0A34
Event:
Forward Deactivate
Format:
Event Code (4), Time (6), Blank Field (4),
Station Number (4)
Event Code:
0D33
Event:
DND Activate
Format:
Event Code (4), Time (6), Blank Field (4),
Station Number (4)
Event Code:
0D34
Event:
DND Deactivate
Format:
Event Code (4), Time (6), Blank Field (4),
Station Number (4)
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TASKE Call Center Management Tools
Sorting Records by Call ID
The call ID is a number from 1 to 9999 that is assigned to a call when it enters
the system. The number follows the call from its inception to its termination.
When the call is terminated, the call ID is available for reuse by new calls
entering the system.
The call ID occupies the third field in call event records. The number assigned for
the call ID is right justified in the call ID field and depending on the number
assigned for the call ID, the field may display one to four digits. For instance, the
call ID field displays three blank spaces and a 3 for a call ID of three. If an event
record is not associated with a call the field is blank.
Sorting call records by call ID displays the events that occur within a call
chronologically, however, the calls themselves are not displayed chronologically.
Because the call IDs are reused, the Sorted window displays all calls with a call
ID of 1 before displaying the calls with a call ID of 2 and so on, up to 9999. To
find the beginning and ending of a call, look for the event codes that identify
these events. Every event between the events describing the inception and
termination of a call describe the call activity.
Sort call event records using the Sort By Call ID command. This command can
only be used from the PBX file window that contains all of the event records in
the open .pbx or .zip file. This means that when the records are sorted by call ID,
the Sorted window contains all records in the file except those that are not
associated with a call.
Opening the Sorted Window
The call ID is a number from 1 to 9999 that is assigned to a call when it enters
the system. The number follows the call from its inception to its termination.
When the call is terminated, the call ID is available for reuse by new calls
entering the system. Sort call event records using the Sort By Call ID command.
This command can only be used from the PBX file window that contains all of the
event records in the open .pbx or .zip file.
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Use the following steps to sort call event records by call ID.
1. Click the PBX Data tab in the Main Window to view the PBX file window.
or select Sort By Call ID from the Tools menu to open the Sorted
2. Click
window and view the sorted records.
Completing these steps when a Sort By Call ID has already been performed
simply changes the view from the PBX file window to the Sorted window without
performing the sort again.
Explaining Call Records
The Explanation window displays the call event records in the open .pbx or .zip
file with event descriptions. In the Explanation window all event records
encompass two lines. The first line includes the record contents as displayed in
the PBX file window. The second line includes the record association in square
brackets and the translation of this association in understandable terminology.
Open the Explanation window using the Explain Records command. This
command can only be used from the PBX file window that contains all of the
event records in the open .pbx or .zip file.
Opening the Explanation Window
The Explanation window displays the call event records in the open .pbx or .zip
file with event descriptions. Open the Explanation window using the Explain
Records command. This command can only be used from the PBX file window
that contains all of the event records in the open .pbx or .zip file.
Use the following steps to sort call event records by call ID.
Click the PBX Data tab in the Main Window to view the PBX file window.
2. Click
or select Explain Records from the Tools menu to open the
Explanation window and view the records with the event descriptions.
1.
Completing these steps when the Explain Records operation has already been
performed simply changes the view from the PBX file window to the Explanation
window without performing the operation again.
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Filtering Call Records by Event
An Event Filter provides event related search results based on user-defined search
parameters. The search parameters are defined in the Event Filter dialog box.
Use the following steps to open the event filter dialog box.
Click the PBX data tab in the Main Window to display the PBX file window.
2. Click
or select Filter By Events from the Tools menu.
1.
Using the Event Filter dialog box, select the events to include in the search filter. The
events are categorized by type: ACD, ICM, and COL events. Include all of the events in
the search filter or use any combination of the 72 events available in the list of events.
To further refine the search results, use the Pattern Search option or the Additional
Filters section of the dialog box. The Pattern Search option searches for the occurrence
of specific alphanumeric patterns in the call records. Using the Additional Filters section
define a range of time to include only the records occurring within that time period and,
if desired, identify a specific agent group, agent number, trunk, extension, and call ID to
search for records including those entities.
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Selecting Events
When performing an Event Filter search, identify the events to include in the
search filter. Use the Events section of the Event Filter dialog box to select the
events. Select individual events in the events list or select events by type.
The events are categorized by type: ACD, ICM, and
COL events. Include all of the events in the search filter
or use any combination of the 72 events available in the
list of events.
Enabling a check box for an event type automatically
enables all of the check boxes for that event type in the
event list. Enable the All Events check box to enable
the check boxes for all events in the event list. Disabling
an event type disables the check boxes for those
events in the event list. For instance, enabling the
check boxes for ACD Events and ICM Events automatically enables the check
boxes for those event types in the event list. At the same time, all of the check
boxes for the COL Events are disabled and excluded from the search filter.
Use the following steps to select events for an event filter.
Enable the check boxes of the event types to include in the filter.
Enable the check boxes of any additional events to include in the filter
from the event list.
3. Disable the check boxes of any events to exclude from the filter from the
event list.
4. Set any additional search parameters in the Pattern Search or Additional
Filters sections of the dialog box.
5. Click OK.
1.
2.
The events in the event list are listed according to the event types. ACD events
are first, COL events are second, and ICM events are third.
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Searching for a Pattern
Use the Pattern Search section of the Event Filter dialog box to search for a
specific alphanumeric string of characters occurring in call records. For instance,
input T067S065 to find records where these alphanumeric characters appear
together. The search results of this search filter will include all of events selected
from the event list that include trunk number 067 (T067) and extension number
065 (S065) appearing together.
Use the .. and ? wildcards when unsure of the specific
character string. The ? wildcard is a place filler. For
each ? used, there must be a value to fill the space. For
example, entering 11??092 matches any record that has 11, followed by any two
characters, and 092. The .. wildcard is similar to the ? wildcard, except there is
no limit to the number of characters the .. represent. For example, entering
11..092 matches any record that has a 11, followed by any number of characters,
and 092.
Use the following steps to search for a pattern in call records.
1.
2.
3.
4.
Enable the Search for Pattern check box.
Input the pattern. Note that the alpha characters are case sensitive.
Select the events to include in the search filter.
Click OK.
Enabling the Pattern Search disables the Additional Filters section of the dialog
box. These filters cannot be used simultaneously.
Using Additional Filters
Use the Additional Filters section of the Event Filter dialog box to refine an Event
Filter based on the time events occurred and the entities involved in the events.
Use the Start Time and End Time boxes to define the
time range of the events to include in the filter. For
instance, setting a start time of 8:00:00 AM and an end
time of 5:00:00 PM will result in a search filter that
includes all records for the selected events that
occurred between 8 AM and 5 PM.
To search for records that include specific entities, use
the Agent Group, Agent #, Trunk, Call ID, and
Extension boxes to input the identification numbers of
the entities to include in the search filter. Normally only
one or two of these entities are included in a search filter. This is because the
search filter returns only records that include all of the defined entities.
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Use the following steps to set the time range.
1.
2.
3.
4.
5.
6.
7.
Click the hour field in the Start Time box and input a number from 1 to 12.
Click the minute field in the Start Time box and input a number from 00 to
59.
Click the seconds field in the Start Time box and input a number from 00
to 59.
Click the AM/PM field in the Start Time box and input A or AM or P for PM.
Repeat steps 1 to 4 in the End Time box, making the End Time later than
the Start Time.
Select the events to include in the search filter.
Click OK.
Use the following steps to identify specific entities.
1.
2.
3.
Click the input box of the desired entity.
Input a value. Use numeric characters only.
Repeat steps 1 and 2 for any additional entities to include in the search
filter.
Enabling the Pattern Search disables the Additional Filters section of the dialog
box. These filters cannot be used simultaneously.
Filtering Call Records by Call Type
A Call Type Filter provides call handling related search results based on user-defined
search parameters. The search parameters are defined in the Call Type Filter dialog
box.
Use the following steps to open the call type filter dialog box.
Click the PBX data tab in the Main Window to display the PBX file window.
2. Click
or select Filter By Call Type from the Tools menu.
1.
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Using the Call Type Filter dialog box, define the call handling search parameters to
include in the search filter. The Call Type Filter dialog box is comprised of four sections:
Call States, Include Records Between, Call Types, and DataBase Members. Use the
Call States section to include a call state in the search filter and to define a time range
for the state. Use the Include Records Between section to establish a time of day time
range for the events. Use the Call Types section to select the types of calls to include in
the search filter. Use the DataBase Members section to search for call records handled
by specific entities within the system. After defining all of the required search
parameters in the four sections of the dialog box, click OK to proceed with the search
operation.
Selecting the Call State
The Call States section of the Call Type Filter dialog box
narrows the search by Calls Answered, Abandoned,
Interflowed, or Overflowed. For each Call Type Filter
operation, only one call state can be used. When
selecting a call state to include in a Call Type Filter,
define a time range for the call state. For instance,
selecting the Calls Answered state and defining a time
range of 00:01:30 to 00:05:00 results in a search filter
that includes the calls that were answered after waiting a
minimum of one minute and thirty seconds, but not more
than five minutes.
Use the following steps to select a call state and define a time frame.
1.
2.
3.
4.
5.
6.
7.
Select the radio button of the desired call state.
Click the hour field in the first time box and input a number from 1 to 23.
Click the minute field in the first time box and input a number from 00 to
59.
Click the seconds field in the first time box and input a number from 00 to
59.
Repeat steps 2 to 4 in the second time box, to set the upper end of the
time range.
Define any additional parameters to include in the search filter in the
Include Records Between, Call Types, and DataBase Members sections
of the dialog box.
Click OK.
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Selecting the Time Period
Use the Start Time and End Time boxes in the Include Records Between section
of the Call Type Filter dialog box to define the time range of the events to include
in the filter. For instance, setting a start time of 9:00:00 AM and an end time of
5:00:00 PM results in a search filter that includes records between 9 AM and 5
PM.
Use the following steps to set the time range.
1.
2.
3.
4.
5.
6.
7.
Click the hour field in the Start Time box and input a number from 1 to 12.
Click the minute field in the Start Time box and input a number from 00 to
59.
Click the seconds field in the Start Time box and input a number from 00
to 59.
Click the AM/PM field in the Start Time box and input A or AM or P for PM.
Repeat steps 1 to 4 in the End Time box, making the End Time later than
the Start Time.
Define any additional parameters to include in the search filter in the Call
States, Call Types, and DataBase Members sections of the dialog box.
Click OK.
Selecting the Call Type
Use the Call Types section of the Call Type Filter dialog box to select the call
types to include in the search filter. There are three call types: ACD, Non ACD,
and OutBound. To obtain search results select at least one call state.
Use the following steps to select the call types to include in a search filter.
Enable the check boxes of the call types to include in the search filter.
Disable the check boxes of the call types to exclude from the search filter.
Define any additional parameters to include in the search filter in the Call
States, Include Records Between, and DataBase Members sections of the
dialog box.
4. Click OK.
1.
2.
3.
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Selecting Database Members
The Database Members section of the Call Type Filter dialog box narrows the
search by searching for events based on specific entities handling the calls.
These entities are trunks, extensions, or ACD queues. Normally only one or two
of these entities are included in a search filter. This is because the search filter
returns only records that include all of the defined entities.
Use the following steps to identify specific entities for a call type search filter.
Click for the desired type of entity.
Select the entity from the drop-down list.
Repeat steps 1 and 2 for any additional entities to include in the search
filter.
4. Define any additional parameters to include in the search filter in the Call
States, Include Records Between, and Call Types sections of the dialog
box.
5. Click OK.
1.
2.
3.
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TASKE Call Center Management Tools
TASKE Chat
TASKE Chat is a feature that is accessible through the ACD Monitor and Agent Desktop
applications. Chat provides agents and supervisors with the ability to communicate
using PCs over the local area network. Agent chat sessions are conducted on a one-toone basis. Supervisor chat sessions are also conducted on a one-to-one basis, but
supervisors also have the ability to broadcast messages to everyone logged into
TASKE Chat at the local site.
When an agent or supervisor is logged into Chat an icon is present in the Windows
System Tray. The icon displayed depends on the state of the Chat application. The
table below illustrates the icons that may represent the Chat application in the Windows
system tray and explanations for their presence.
Symbol Description
This icon represents the Chat application in the Windows system tray when
the agent or supervisor is logged into Chat and there are no individuals
requesting chats or unread messages.
This icon represents the Chat application in the Windows system tray when
the agent or supervisor is logged into Chat and there is one or more
individuals requesting a chat or there are unread messages for the agent
or supervisor.
Use the Chat icon in the Windows System Tray to open the Chat window and access
the Chat functions. To open the window using the icon in the System Tray, right-click on
the icon and select Chat from the menu.
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Logging Into and Out of Chat from the ACD Monitor
Supervisors are automatically logged into Chat when the ACD Monitor application is
launched, but the TASKE Chat application window is not opened. Supervisors can logoff the Chat application and log back in without exiting and restarting the ACD Monitor.
Logging Out of Chat
There are three methods for logging out of the Chat application.
Method
Description
1.
Select Logoff from the Chat menu at the top of the TASKE Chat
application window. The application window closes and the user
is logged out.
2.
Right-click the Chat icon in the Windows system tray. When a
user is logged into the Chat application an icon is visible in the
Windows system tray. Right-click this icon to produce a menu.
Select Logoff from the menu to log out of the Chat application
and close the TASKE Chat window.
3.
Select Logoff from the Chat menu of the ACD Monitor
application. The TASKE Chat application window closes and the
user is logged out.
Logging into Chat
To log into Chat from the ACD Monitor, select Logon from the Chat
menu. The user is logged into the Chat application but the TASKE
Chat window does not open. The presence of the Chat icon in the
Windows system tray indicates that the user is logged on.
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TASKE Call Center Management Tools
Opening the Chat Window from the ACD Monitor
To open the TASKE Chat window from the ACD Monitor, the user must already be
logged into the Chat application. Once logged into the Chat application, the TASKE
Chat window can be opened using one of two methods.
Method
Description
1.
Select Chat from the Chat menu of the ACD Monitor application. This
menu option is not available if the user is not logged into the Chat
application.
2.
Right-click on the Chat icon in the Windows system tray. When a user is
logged into the Chat application an icon is visible in the Windows
system tray. Right-click on this icon to produce a menu. Select Chat
from the menu to open the TASKE Chat window.
Logging Into and Out of Chat from the Agent Desktop
Agents are automatically logged into Chat when the Agent Desktop application is
launched, but the TASKE Chat application window is not opened. Agents can log-off the
Chat application and log back in without exiting and restarting the Agent Desktop.
Logging Out of TASKE Chat
There are three methods for logging out of the Chat application from the Agent
Desktop.
Method
Description
1.
Select Logoff from the Chat menu at the top of the TASKE Chat
application window. The TASKE Chat application window closes
and the user is logged out.
2.
Right-click on the Chat icon in the Windows system tray. When
a user is logged into the Chat application an icon is visible in the
Windows system tray. Right-click on this icon to produce a
menu. Select Logoff from the menu to log out of the Chat
application and close the TASKE Chat window.
3.
Select Logoff from the Chat sub-menu of the Agent Desktop
application. The TASKE Chat application window closes and the
user is logged out.
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Logging into TASKE Chat
To log into Chat from the Agent Desktop, select Logon from the Chat
menu. The user is logged into the Chat application but the TASKE
Chat window does not open. The presence of the Chat icon in the
Windows system tray indicates that the user is logged on.
Opening the Chat Window from Agent Desktop
To open the Chat window from the Agent Desktop, the user must already be logged into
the Chat application. Once logged into the Chat application, the TASKE Chat window
can be opened using one of two methods.
Method
Description
1.
Select Chat from the Chat sub-menu of the Agent Desktop
application. This menu option is not available if the user is not
logged into the Chat application.
2.
Right-click on the Chat icon in the Windows system tray. When a
user is logged into the Chat application an icon is visible in the
Windows system tray. Right-click on this icon to produce a menu.
Select Chat from the menu to open the TASKE Chat window.
Using the Chat Interface
The Chat window is opened from within the ACD Monitor or Agent Desktop applications.
A user must be logged into Chat before the Chat application window can be opened.
The application window consists of a menu bar and three panels.
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Menu Bar
The menu bar in the Chat window contains two menus. These menus are Chat
and Help.
The Chat menu contains two options: Logoff and Close. Select Logoff to log-off
the Chat Server and close the Chat application window. The user will no longer
be available to send or receive chat requests. Select Close to close the Chat
application window without logging out of the Chat Server. The user is still
available to accept chat requests.
The Help menu contains one option: Contents. Select Contents to open the
online help for the TASKE Chat application.
Contact Panel
The Contact Panel in the Chat window spans the left side of the application
window. This area is responsible for initiating chat requests, controlling multiple
chat sessions, maintaining the list of frequently called contacts, and accessing
the list of all available contacts.
Chat Panel
The Chat Panel in the Chat window is located in the upper, right quadrant of the
application window. This area displays the text for both parties involved in a chat
session. Each time a message is posted by one of the parties, it is instantly
displayed in the Chat Panel with the name of the individual posting the message.
If multiple chat sessions are occurring simultaneously, the user selects the
contact name from the Contact List to display the messages posted for that
conversation in the Chat Panel. The heading for the Chat Panel states "Chat
session with Name of Individual" to indicate the identity of the other party.
Outgoing Message Panel
The Outgoing Message panel in the Chat window is located in the lower, right
quadrant of the application window. This is the input area for typing and posting
outgoing messages. The heading for the Outgoing Message Panel states
"Outgoing Message to Name of Individual" to indicate the intended recipient of
the message.
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Maintaining the Contact List
The Contact Panel in the TASKE Chat window consists of a Contact List and the tools
required to maintain the list. The Contact List is required to initiate and accept chat
requests, switch between concurrent chat sessions, and to end chat sessions.
The Contact List contains the names and chat availability status of those added to the
list by the user and those who have requested a chat from the user. The list is
maintained using the Add... and Remove buttons.
Adding Contacts to the Contact List
Contacts are added to the Contact List in one of two ways. The first method is
through a chat request. When an individual who is not on the Contact List
requests a chat, the name of the individual is automatically added to the Contact
List. The name of the individual must be selected to accept or reject the chat
request. The second method for adding a contact to the Contact List is to
manually add an individual's name from the Add to Contact List dialog box.
Use the following steps to add a contact to the Contact List using the Add to
Contact List dialog box.
Click Add... on the Contact panel to open the Add to Contact List dialog
box.
2. Select a contact from the list by clicking on the name of the individual. A
contact is selected when the name of the individual is highlighted in blue.
3. Click Add Contact to add the contact name to the Contact List. If the name
is already on the list it will not be added a second time.
1.
To quickly find a contact in the Add to Contact List dialog box, type the name of
the contact in the 'Search for:' box to have the list scroll to that name.
The Add to Contact List dialog box displays only those agents and supervisors
currently logged into Chat through the ACD Monitor or the Agent Desktop.
Removing Contacts from the Contact List
The Contact List can contain an unlimited number of contacts, however, it is most
efficiently used as a list of most frequently called contacts. When unwanted
contacts are cluttering the Contact List, remove them using the Remove button.
Use the following steps to remove unwanted contacts from the Contact List.
1.
2.
Select the name of the contact to remove from the Contact List.
Click Remove. The name of the contact is removed from the list.
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Understanding Contact Status Symbols
Icons beside the names of the individuals in the Contact List illustrate the status of the
individuals. The table below provides the icons and explanations of their meanings.
Symbol
Description
The individual is logged into Chat and is available to participate in a chat
session.
The individual is not logged into Chat and cannot participate in a chat
session.
A call is pending with this individual, but the chat request has not been
accepted or rejected.
The individual is requesting a chat session.
A chat is in session with this individual. The name of the individual in the
Contact List is displayed in bold whenever an unread message is posted.
Requesting a Chat
To request a chat with another individual, the name of the individual must be on the
Contact List and the contact must be logged into Chat. The icon beside the individual's
name in the Contact list indicates the availability of the individual to accept a chat:
Icon
Description
The individual is logged into Chat and is available to participate in a chat
session.
The individual is not logged into Chat and cannot participate in a chat session.
To Send a Chat Request to an Individual
Use the following steps to request a chat session with another individual who is
logged into Chat.
1.
Select the name of the individual to contact in the Contact List. The
Request a Chat button appears below the Outgoing Message Panel.
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2.
Click Request a Chat. The Chat Panel displays the name of the requester
and a "Call pending..." message. The icon beside the name of the
individual being contacted indicates that a call is pending.
Icon Description
A call is pending with this individual, but the chat request has not
been accepted or rejected.
3.
If the individual accepts the chat request, the Chat Panel displays the
name of the individual accepting the chat request and a "Chat call was
accepted." message. The icon beside the name of the individual accepting
the chat request indicates that a chat is in session.
Icon Description
A chat is in session with this individual. The name of the individual
in the Contact List is displayed in bold whenever an unread
message is posted.
If the individual rejects the chat request, the Chat Panel displays the name
of the individual rejecting the chat request and a "Chat call was rejected."
message.
Accepting or Rejecting a Chat Request
A chat request from another party is recognized in two ways.
1.
The Chat window comes to the forefront of all other applications and the Chat
Request dialog box pops up indicating who is requesting the chat.
2.
The name of the individual requesting a chat is automatically selected in the
Contact List and the icon indicates that a chat request is pending.
Icon
Description
The individual is requesting a chat session.
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To Accept a Chat Request
Use the following step to accept a chat request.
1.
Click Accept in the Chat Request dialog box. The Chat Panel displays the
name of the individual accepting the chat request and a "Chat call was
accepted." message. The icon beside the name of the individual who
requested the chat indicates that a chat is in session.
Icon
Description
A chat is in session with this individual.
To Reject a Chat Request
Use the following step to reject a chat request.
1.
Click Reject in the Chat Request dialog box. The Chat Panel displays the
name of the individual rejecting the chat request and a "Chat call was
rejected." message. The icon beside the name of the individual who
requested the chat returns to the logged in and available state.
Icon
Description
The individual is logged into Chat and is available to participate
in a chat session.
Broadcasting a Message - Supervisors Only
Supervisors can broadcast messages to all individuals logged into Chat. Agents can
respond to a broadcast message, but they cannot send a broadcast message. This is a
useful feature for reaching all agents quickly.
To Broadcast a Message
Use the following steps to send a broadcast message. Broadcast messages can
only be sent by Supervisors using the ACD Monitor to access Chat.
1.
Select <Broadcast> from the Contact List.
Icon
Description
The contact ID for all individuals logged into Chat.
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Type the message in the Outgoing Message Panel and press Enter to
send the message.
3. The Chat Panel displays the name of the individual sending the broadcast
message and the message text.
2.
To type more than one line of text in the Outgoing Message Panel, use
CTRL+Enter to move to the next line. When ready to send the message, simply
press Enter.
Receiving Broadcast Messages
Supervisors can broadcast messages to all individuals logged into Chat; agents and
other supervisors. For supervisors, broadcast messages are received in the ACD
Monitor dialog box. For agents, broadcast messages are received in the Agent Desktop
dialog box.
Clicking OK in the dialog box acknowledges receipt of the message and the message is
posted on the Chat Panel. To review these messages, select <Broadcast> from the
Contact List.
Conducting a Chat Session
Although an individual can participate in several chat sessions simultaneously, each
chat session is conducted on a one-to-one basis. Conversing with another individual in
a chat session consists of sending and receiving messages that are posted on the Chat
Panels of both parties. After a chat request is accepted, the parties involved are free to
send and receive messages.
To Send an Outgoing Message
Use the following steps to send a message to the selected individual.
1.
2.
3.
Select the name of the other participant in the chat from the Contact List.
Type the message in the Outgoing Message Panel.
Press Enter to send the message. The sender's name and the message
are posted on the Chat Panel for both the sender and receiver of the
message.
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To type more than one line of text in the Outgoing Message Panel, use
CTRL+Enter to move to the next line. When ready to send the message, simply
press Enter.
Receiving Incoming Messages
Incoming messages are immediately posted to the Chat Panel of the individual
receiving the message. If the receiver does not have the sender's name selected
in the Contact List, the sender's name is displayed in bold print in the Contact List
to indicate that an unread message is waiting. Select the name of the sender in
the Contact List to display the Chat Panel for the sender and read the message.
Switching between Chat Sessions
An individual can conduct an unlimited number of chat sessions simultaneously.
The Contact List provides the means for switching between the conversations.
To display the chat session for a particular individual, simply click that person's
name in the Contact List. Once the individual is selected a user can read a
message, post a message, or end the chat.
After a chat is ended, the conversation is not erased unless the user logs out of
Chat. To review a conversation that has ended, click on the name of the
individual involved in the chat and read the messages in the Chat Panel.
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Save Time Using Copy and Paste
In many cases it may be necessary to repeat the same message to many people,
without broadcasting the message to everyone, or to make a quick correction to a
message that has already been sent to another individual. The Chat application
provides a Copy feature for the Chat Panel and a Paste feature for the Outgoing
Message Panel that allows users to copy information from the Chat Panel and paste it
into the Outgoing Message Panel. Using these features a user can send the same
message to several people without retyping the message or make a quick correction to
a sent message and resend it with the correct information.
Copying Text in the Chat Panel
The image below illustrates the process of copying the text in the Chat Panel. In
the image, Jen has sent some new pricing information to the staff. Unfortunately,
she has provided the wrong unit ranges for the pricing. Instead of retyping this
message, Jen can simply copy the text in the Chat Panel, paste it into the
Outgoing Message Panel, make the correction, and resend the message without
retyping all of the text.
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There are two methods for selecting and copying the text in the Chat Panel.
These are to select and copy all of the text in the Chat Panel or to select and
copy only the desired text in the Chat Panel.
Method
Description
Selecting All
Text
1.
2.
3.
Selecting
Specific Text
1.
Click anywhere in the Chat Panel.
Right-click to open the pop-up menu.
Choose Select All from the menu. All text in the window is
selected. Selected text is highlighted in blue.
4. Right-click to open the pop-up menu.
5. Select Copy from the menu to copy the text.
Click at the beginning of the desired text in the Chat Panel
and do not release the mouse button.
2. Drag the mouse to the end of the desired text and release
the mouse button. The desired text should be highlighted in
blue.
3. Right-click to open the pop-up menu.
4. Select Copy from the menu to copy the text.
As an alternative to selecting Copy from the menu in the steps above, Cut can
also be used. Selecting Cut removes the selected text from the Chat Panel, but
still pastes the text into the Clipboard, making it available to paste into the
Outgoing Message Panel.
Do not select Clear All from the menu for a Cut/Copy and Paste function. The
Clear All option simply clears the text from the Chat Panel without pasting it into
the Clipboard. This does not make the text available for pasting into the Outgoing
Message Panel.
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Pasting Text into the Outgoing Message Panel
The image below illustrates the process of pasting the text from the Chat Panel
into the Outgoing Message Panel. This image continues with the previous
example. Jen has already copied the desired text in the Chat Panel and she is
now pasting the text into the Outgoing Message Panel. Once the information is in
the Outgoing Message Panel, she will edit the message and resend it with the
correct information.
Use the following steps to paste text into the Chat Panel.
1.
2.
3.
Click in the Outgoing Message Panel.
Right-click to open the pop-up menu.
Select Paste from the menu. The text copied/cut from the Chat Panel is
pasted into the Outgoing Message Panel.
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Ending a Chat Session
A chat session can be terminated by either party involved in the chat.
To Terminate a Chat Session with an Individual
Use the following steps to end a chat session with another individual.
1.
Select the name of the individual in the Contact List. Assuming a chat is in
session with the individual, the End Chat button is present below the
Outgoing Message Panel.
Icon
Description
A chat is in session with this individual.
2.
Click End Chat. The Chat Panel displays the name of the individual ending
the chat and a "Chat call ended." message. The icon beside the name of
the individual who was involved in the chat session returns to the logged
in and available state.
Icon
Description
The individual is logged into Chat and is available to participate
in a chat session.
When a Chat Session is Terminated by the Other Party
When a chat session is terminated by the other party, the Chat Panel displays
the name of the individual ending the chat and a "Chat call ended." message.
The icon beside the name of the individual who was involved in the chat session
returns to the logged in and available state.
Icon
Description
The individual is logged into Chat and is available to participate in a chat
session.
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TASKE WallSign
WallSign Administrator and WallSign Server are two applications in the TASKE Call
Center Management Tools suite of applications. These applications provide a
communication link with one or more Spectrum© reader boards and act as the interface
for the configuration and management of messages displayed on the reader boards.
Using the WallSign applications, build sign plans that play messages based on the call
center conditions, the time of day, user-defined special days, the day of the week, and
the location of a reader board within the call center. Additionally, use the Quick
Messages feature to create and save messages that override the sign plan messages
when information needs to be conveyed quickly to agents.
Reader board messages can include text, call center statistics, colors, effects, and
graphics. Several graphics are provided with the WallSign Administrator and a graphics
editor is also available for the creation of user-defined graphics.
The two WallSign applications work together to produce messages and drive the reader
boards. Using WallSign Administrator, reader board messages are configured and
managed. Meanwhile, the WallSign Server is a background application that analyzes
the sign plan and communicates the appropriate message to the Spectrum reader
boards based on the conditions specified in the sign plan.
The TASKE WallSign applications run on both Windows 98 and NT platforms. Available
for use in single-site call centers or in enterprise situations where a call center has
several sites in different locations, WallSign allows reader board messages to be
distributed to reader boards at call center locations across the globe.
Call centers using several reader boards establish a sign network. Up to five Spectrum
reader boards can be networked from a PC equipped with the WallSign Server. In turn,
each of these PCs has access to the reader boards on other PCs through the local call
center network. The WallSign Server must be installed on each PC that is physically
connected to one or more reader boards. The WallSign Administrator can be installed
on any network connected PC for the configuration and management of sign plans. In
an enterprise enabled call center, reader board messages can be distributed across the
enterprise network and displayed on reader boards at other sites, but the messages
must be configured and managed through the local network.
The WallSign Server
To play the sign plan messages and quick messages created in the WallSign
Administrator, a communication link is required between the TASKE WallSign
Server and the reader boards. An application that is invisible to the user, the
WallSign Server stores the sign plan and interfaces with the TASKE Information Server
to determine which message should be played based on the current date, time, and call
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center conditions. The WallSign Server must be running on a PC that is physically
connected to one or more reader boards for messages to be displayed on those reader
boards.
The WallSign Administrator
The TASKE WallSign Administrator is the user interface for the construction and
configuration of reader board messages. Containing real-time statistics, special
effects, graphics, color, and formatting, reader board messages are played based
on the current call center conditions, the date, the time, and the location of the reader
board. To add this type of complexity to reader board messages, it is necessary to
define the messages together with the conditions required for them to play.
Using the WallSign Administrator configure and manage reader board messages and
their parameters using sign plans. A sign plan creates associations between messages
and call center conditions, dates, times, and reader boards. The components of a sign
plan are created separately in the WallSign Administrator.
A sign plan contains all of the components required for a message to be played.
Messages are played on a reader board when all of the conditions for the message are
true throughout the sign plan. Each sign plan component has a dedicated window
provided in the display area and accessed from the Main Control Panel.
The sign plan components are:
ACD Variables
Messages
Decisions
Day Plans
Scripts
Signs
Special Days
Overriding A Sign Plan with Quick Messages
The Quick Messages window is the interface for creating, modifying, and
controlling messages that can override or alternate with the preset
messages of a sign plan. Quick messages are often used in times of emergency
or service alerts.
Quick messages are constructed using the same tools as the Messages window.
As with the preset messages of a sign plan, quick messages can contain text,
ACD variables, color, graphics, special effects, and character formatting.
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Creating Custom Graphics
Use the Graphics window to create custom graphic images to include in
your reader board messages. The record edit area of the Graphics window
contains a color palette and a simulation of a reader board. Each of the gray dots
on the reader board represent an LED. Filling these LEDs with color produces
the image. Include the graphics in sign plan messages and quick messages.
WallSign Startup and Shutdown
For WallSign configuration, only the WallSign Administrator must be running. For the
communication of messages to reader boards the WallSign Server must be running on
a PC that is directly connected to one or more reader boards.
Starting the WallSign Administrator
Use the following steps to start the WallSign Administrator application.
1.
Double-click the TASKE ToolBox icon on the desktop of
the PC to open the TASKE ToolBox folder.
2.
Double-click the WallSign Administrator icon to start the
WallSign Administrator and open the application window.
Starting the WallSign Server
When the WallSign Server is started an icon appears in the taskbar of the PC's
desktop and the WallSign Server light on the Main Control Panel of the WallSign
Administrator turns green to indicate the establishment of communication.
1.
Double-click the TASKE ToolBox icon on the desktop of
the PC to open the TASKE ToolBox folder.
2.
Double-click the WallSign Server icon to start the
WallSign Server.
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Shutting Down the WallSign Administrator
Use the following steps to shut down the WallSign Administrator application.
1.
2.
Click File on the menu bar to open the File menu.
Select Exit from the File menu.
Shutting Down the WallSign Server
Use the following steps the shut down the WallSign Server application.
Right-click on the WallSign Server icon on the taskbar of the Windows
desktop.
2. Select Shutdown from the pop-up menu.
3. Click the Yes button to confirm.
1.
Using the WallSign Server
The WallSign Server is the communication link between the sign plans of the WallSign
Administrator and the Spectrum reader boards. The WallSign Server runs in the
background, transmitting the sign plan configuration to the reader boards. The WallSign
Server must be running on a PC that is physically connected to one or more reader
boards for messages to be displayed on those reader boards.
To indicate that the WallSign Server is running, an icon appears in the Windows
System Tray. Right-clicking on the icon produces a pop-up menu with three
options.
Shutdown... - select Shutdown... to close the TASKE WallSign Server application
and terminate the connection with the Spectrum reader board. Selection of the
Shutdown... option produces a dialog box asking the user to confirm the closure of
the application. Click Yes to close the application.
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Settings... - select Settings... to change the communication port the WallSign Server
is using to communicate with the Spectrum reader board. Selection of the Settings...
option produces the WallSign Server Settings dialog box. To change the
communication port the WallSign Server is using, select the desired communication
port from the Comport drop-down menu and click OK.
About... - Select About... to view the lock, version, and copyright information for the
TASKE WallSign Server application. Click OK to exit the dialog box.
Using the WallSign Administrator
The TASKE WallSign Administrator is the interface for configuring and managing reader
board messages and their parameters using sign plans. A sign plan creates
associations between messages and call center conditions, dates, times, and reader
boards. The components of a sign plan are created separately in the WallSign
Administrator.
A sign plan contains all of the components required for a message to be played.
Messages are played on a reader board when all of the conditions for the message are
true throughout the sign plan. Each sign plan component has a dedicated window that is
viewed in the display area and accessed from the Main Control Panel.
Sign Plan Components
There are seven sign plan components that work together to display messages
and customer interaction center conditions on reader boards. The sign plan
components act like steps in a ladder. Each component is linked to another, and
to create the proper linking, the components of the sign plan must be created
using a top-down approach. This means that the ACD variables must be defined
first and the reader boards last. Messages are played on a reader board when all
of the conditions for the message are true throughout the sign plan. ACD
variables and special days are not required in a sign plan. All other components
must be present.
ACD Variables - use the ACD Variables window to define call center statistics
for use in reader board messages. An ACD variable is a real-time or recent
historical call center statistic that can be included in a reader board message.
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Messages - use the Messages window to combine text, ACD variables,
graphics, effects, color, and formatting to produce the text and effects seen on
reader boards.
Decisions - use the Decisions window to create decision trees. A decision tree is
comprised of a default decision and optionally, one or more conditional decisions.
A conditional decision is a statement that defines the state an ACD variable must
be in before its associated message can be played on a reader board. A default
decision is not associated with ACD variables and it is the decision used when
the current call center conditions do not meet the requirements of the conditional
decisions.
Days - use the Days window to define special days within the year that require
unique messages due to specific events.
Day Plans - use the Day Plans window to partition a 24-hour period and apply a
decision tree to each partition. This process breaks the call center day into
segments and allows different messages to be applied to different times of the
day.
Scripts - use the Scripts window to apply day plans to the days of the week and
special days. This process produces associations between the day, the time of
day, and the call center conditions by creating a link between a script, a day plan,
and a decision tree.
Signs (reader boards) - use the Signs window to assign addresses and scripts
to the reader boards in the call center. The address assigned to a reader board in
the WallSign Administrator must equal the address setting in the reader board to
establish a communication link between the reader board and the WallSign
Server. The assignment of a script to a reader board creates a link between the
reader board and the day plan, decision trees, and messages used in the script.
Just as it is important to create a sign plan in the proper order, the elements of a
sign plan must also be deleted in the proper order. Sign plan elements must be
deleted in the reverse order of their creation. This is because sign plan
components reference one another and all references to a component must be
removed prior to deleting a sign plan component.
Using the Menu Bar
The menu bar contains five menus that provide keyboard or mouse access to the
functions of the WallSign Administrator. The menus are File, Edit, View, Tools, and
Help.
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File Menu
Use the File menu to exit the ACD Monitor application. The table below outlines
the functionality of the File menu option.
Option
Shortcut
Description
Settings...
N/A
Use the Settings... option on the File menu of the
WallSign Administrator application to open the
Configuration dialog box where the communication
paths to the WallSign Server and the TASKE WallSign
Database are configured.
Exit
N/A
Closes the WallSign Administrator application. This
action does not close the WallSign Server application.
Edit Menu
Use the Edit menu to create new elements, update existing elements, and delete
elements for the selected window.
Option
Shortcut
Description
New
N/A
Selecting the New option from the Edit menu creates a
new sign plan element for the window selected in the
Main Control Panel. This option on the Edit menu has
the same effect as clicking the New button on the
toolbar in the open window of the display area.
Update
N/A
Selecting the Update option from the Edit menu saves
the changes to the sign plan element in the window
selected from the Main Control Panel. This option on
the Edit menu has the same effect as clicking the
Update button on the toolbar in the open window of the
display area.
Delete
N/A
Selecting the Delete option from the Edit menu deletes
the selected sign plan element from the window
selected in the Main Control Panel. This option on the
Edit menu has the same effect as clicking the Delete
button on the toolbar in the open window of the display
area.
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View Menu
The View menu provides keyboard or mouse access to various sections of the
ACD Monitor interface. The table below outlines the functionality of the View
menu options.
Option
Shortcut
Description
Variables
N/A
Select this option to display the ACD Variables
window.
Graphics
N/A
Select this option to display the Graphics
window.
Messages
N/A
Select this option to display the Messages
window.
Quick Messages
N/A
Select this option to display the Quick
Messages window.
Decisions
N/A
Select this option to display the Decisions
window.
Day Plans
N/A
Select this option to display the Day Plans
window.
Scripts
N/A
Select this option to display the Scripts
window.
Days
N/A
Select this option to display the Days window.
Signs
N/A
Select this option to display the Signs window.
Config Mode
N/A
Select this option to switch to the Configuration
mode.
View Mode
N/A
Select this option to switch to the View Mode.
Next Window
F2
Move the window focus to the next section of
the WallSign Administrator interface. Use the
arrow keys to move throughout the elements of
a window section and the Enter key to select.
Previous Window
Shift+F2
Move the window focus to the previous section
of the WallSign Adminstrator interface. Use the
arrow keys to move throughout the elements of
a window section and the Enter key to select.
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Tools Menu
Use the Tools menu to perform configuration and testing procedures.
Option
Shortcut
Description
Reset Sign...
N/A
The Reset Sign... option on the Tools menu
clears the RAM (random access memory) on a
reader board. Selection of the Reset Sign...
option opens the Reset Sign dialog box where
the address of the reader board being reset is
entered. Clicking OK resets the selected reader
board. When a reader board is reset, the last
message displayed is displayed again. The reset
function is used to verify that the Sign Service is
communicating with the selected reader board.
Send Test
Message...
N/A
Test messages are used to test the
communication between the WallSign Server and
the selected reader board(s). The Send Test
Message... menu option opens the Send Test
Message dialog box.
Get Sign
Version...
N/A
The Get Sign Version... menu option opens the
Get Version Information For Sign dialog box. To
obtain the part number and the release date of
the reader board chip for a particular reader
board, input the address of the reader board in
the Sign Address field using the up and down
arrow buttons. The reader board information is
returned in the Sign Version Information dialog
box. Click Close to close the dialog box.
Set Sign Date /
N/A
Time From PC...
The Set Sign Date/Time From PC menu option
opens the Set Sign Date/Time From PC dialog
box. Enter the address of the reader board that
requires time and date synchronization in the
Sign Address field using the up and down arrow
buttons. Click OK to synchronize the time and
date of the reader board with the time and date
of the PC.
Configure
Tones...
The Configure Tones... menu option opens the
Configure Sign Tone dialog box. Use this dialog
box to customize the tones that the reader board
emits.
N/A
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Help Menu
Use the Help menu to access the online help for WallSign. Additionally, use this
menu to view version and copyright information for the application.
Option
Shortcut
Description
Contents
F1
Select Contents to access the Online Help for the
WallSign application.
About Sign...
N/A
The About Sign... menu option opens the About
TASKE Sign dialog box. This dialog box provides
the software release number, the software version
number, and the copyright information. Click OK to
exit the dialog box
Using the Main Control Panel
The Main Control Panel spans the left side of the WallSign Administrator interface. This
area of the interface has two functions: Mode selection and Window selection.
Mode Selection
Clicking the Config and View buttons toggle the TASKE
WallSign Administrator program between the configuration
mode and the view mode. The configuration mode enables
users to create and edit sign plan components, graphics, and quick messages
using the windows of the display area. The view mode changes these windows to
read-only, real-time displays. In the view mode, the elements that are currently
being used to display the message on the reader board are presented in the
record area.
Window Selection
The Main Control Panel contains buttons to access the windows of the sign plan
components, the quick messages window, and the graphics window. Selection of
a button opens its corresponding window in the display area. The windows are:
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The display area of the WallSign Administrator interface is the large area to the
right of the Main Control Panel. The window selection buttons of the Main Control
Panel determine the contents of the display area. Each window selection button
opens a window that is displayed in the display area. These windows are the
interface for creating and editing the elements of a sign plan, graphics, and quick
messages in the configuration mode and the real-time display of these items in
the view mode.
Selecting a Mode in the WallSign Administrator
The TASKE WallSign Administrator operates in one of two modes. These modes are
configuration and view. To switch between the modes, use the Config and View buttons
on the Main Control Panel.
The primary difference between the configuration mode and the view mode is
functionality, not the appearance of the program window. The display area of the
TASKE WallSign Administrator is a pane that displays one of nine windows. Switch
between the windows using the window selection buttons on the Main Control Panel.
These windows provide the interface for creating, managing, and viewing sign plan
elements, user-defined graphics, and quick messages.
The only difference in appearance between the two modes occurs in the record area of
the display area pane. In the configuration mode, the record area provides a detailed list
of all defined elements for that window. In the view mode, the record area displays the
element that the WallSign Server is currently transmitting to the reader board.
Configuration Mode
The configuration mode is the interface for the creation and
management of sign plan elements, graphics, and quick
messages. When in the configuration mode, each window
accessed from the Main Control Panel displays its existing elements. Use the
window in the configuration mode to create new elements and edit the existing
elements.
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View Mode
The view mode is a read-only, real-time display. When in the
view mode, the windows accessed from the Main Control Panel
display the element that is currently being used by the Wall Sign
application to display the message on the reader board. This option is only
available after configuration is complete and the WallSign Server is started.
The View mode is disabled if the WallSign Server is not running. This is because
there is no real-time data available for display when the WallSign Server is not
running.
Configuring Communication Paths
Use the Settings... option on the File menu of the WallSign Administrator application to
open the Configuration dialog box where the communication paths to the WallSign
Server and the TASKE WallSign Database are configured.
TASKE WallSign Server IP Address - use this field to view or edit the IP address of
the TASKE WallSign Server. If the address of the WallSign Server has changed, it may
be necessary to 'ping' the new WallSign Server to learn its IP address. To 'ping' the new
WallSign Server, access a DOS prompt and type: ping WallSign Server PC network
name.
TASKE WallSign Server Port - the TASKE WallSign Server port is the port that
receives information from the WallSign Server. This is a virtual number that is a
connection ID. By default TASKE uses 100 for the connection ID. This means that any
communication received by the PC with a connection ID of 100 is recognized as TASKE
WallSign Server data.
TASKE WallSign Database Path - the TASKE WallSign Database Path is the network
button to access
path the PC uses to find the TASKE WallSign Database. Click the
the established network connections and the Network Neighborhood and change the
path if the path information is incorrect.
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Sending Test Messages to Reader Boards
Test messages are used to test the communication between the WallSign Server and
the selected reader board(s). The Send Test Message... menu option on the Tools
menu opens the Send Test Message dialog box.
Enter the text of the test message in the Message field and input the address of the
reader board in the Sign Address field using the up and down arrow buttons. A Sign
Address of 0 plays the test message on all reader boards. Click OK to display the test
message on the selected reader board.
The Send Test Message dialog box closes and the Sign dialog box opens indicating the
test message is playing. To stop the test message, click OK.
Configuring the Sign Tone
Select Configure Tones... from the Tools menu to open the Configure Sign Tone dialog
box. Use this dialog box to customize the sounds emitted from the reader boards.
Enable or disable the playing of tones for a message in the Decisions window.
Sign Address - input the address of the sign where the sounds will play. Setting a sign
address of 0 changes the sounds for all reader boards.
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Tone Options - select one of three options. The available options are: Continuous
Tone, Three Beeps, and Programmable Tone.
a.
b.
c.
Continuous Tone - plays a single tone each time the message is played.
Three Beeps - plays three tones each time the message is played.
Programmable Tone - enables the Tone Frequency, Duration, and Repeat fields
for the setup of a customizable tone.
Tone Frequency - this field is only active when Programmable Tone is selected in the
Tone Options field. Input a number to determine the pitch of the tone. The higher the
number, the higher the pitch of the tone.
Duration - this field is only active when Programmable Tone is selected in the Tone
Options field. Input a number between 0.1 and 1.5 to determine the amount of time, in
seconds, that the tone will play.
Repeat - this field is only active when Programmable Tone is selected in the Tone
Options field. Input a number in this field to determine the number of times the tone will
play each time the message is played.
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Using the ACD Variables Window
The ACD Variables window is accessed by clicking the Variables button on the Main
Control Panel. An ACD variable is a real-time or recent historical customer interaction
center statistic that can be included in a reader board message.
Each ACD variable included in a reader board message must be defined using the ACD
Variables window. This window allows the definition of new ACD variables, the
modification of ACD variables already defined, and the deletion of ACD variables that
are no longer needed.
Components of the ACD Variables Window
The ACD Variables window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the ACD Variables window lists the defined ACD variables.
Select an ACD variable from the list for editing or deletion. When selected, an
ACD variable is highlighted in blue and its details can be viewed and edited in the
record edit area.
Toolbar
The toolbar in the ACD Variables window is used to create and name new ACD
variables, edit existing ACD variables, and delete ACD variables that are no
longer needed.
Variable Name - each ACD variable must be assigned a user-defined name.
Type a name in the Variable Name field on the toolbar of the ACD Variables
window to identify the ACD variable throughout each section of the WallSign
Administrator.
New - click the New button on the toolbar of the ACD Variables window to define
a new ACD variable. This action clears the fields of the record edit area.
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Delete - the Delete button on the toolbar of the ACD Variables window deletes
the ACD variable selected in the record area of the window. It is only possible to
delete ACD variables that are not referenced elsewhere in the sign plan. If an
ACD variable is referenced anywhere else in a sign plan, all references must be
removed prior to deleting the ACD variable.
Update - click the Update button to save changes to an ACD variable.
Record Edit Area
The record edit area of the ACD Variables window provides the parameters for
the definition of the ACD variables for the reader board messages. This area is
used to define new ACD variables and to edit the ACD variables already defined.
ACD Variable - the ACD Variable field contains a drop-down list of the ACD
statistics that can be included in a reader board message.
ACD Group - the ACD Group field provides a drop-down list of all defined
Queues and Queue Groups. Select a Queue or Queue Group to associate it with
the ACD variable.
Field Length - the field length of an ACD variable is the number of characters
reserved for the ACD variable in the reader board message. Set the Field Length
from 2 to 8 characters. It is important to specify a field length that is realistic. For
example, if the value for the Calls Answered - Last 12 Hours ACD variable is
expected to exceed 1000, then the field length should be set to 4. If the field
length is not long enough to accommodate the entire value, the value will be
truncated.
Alignment - choose an alignment button to position the ACD variable to the left,
center, or right of its field.
Variable Color - select the Same As Message Text radio button in the record
edit area of the ACD Variables window to have the ACD variable appear the
same color as the message text on the reader board. Select the Dependant on
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Threshold radio button in the record edit area of the ACD Variables window to
define a color range for the display of the ACD variable on the reader board. The
color of the ACD variable is dependant on the value of the ACD variable, based
on user-defined thresholds.
Setting the ACD Variable Color
The color of the ACD variable text in a message can be set to be the same as
the message text or to change depending on the threshold values.
Same As Message Text – select the Same As Message Text radio button in the
record edit area of the ACD Variables window to have the ACD variable appear
the same color as the message text on the reader board. Nothing further is
required for defining the ACD variable color when this radio button is selected.
Dependant on Threshold – select the Dependant on Threshold radio button to
define a color range for the display of the ACD variable on the reader board. The
color of the ACD variable is dependant on the value of the ACD variable, based
on user-defined thresholds. When this radio button is selected, the thresholds
and their associated colors must be defined.
To define the color thresholds, select a color for each threshold from the dropdown lists in the three color boxes. To set the threshold values, input the values
for the thresholds from 0 to x and from x to infinity, where x equals the value of
the ACD variable you are defining. The values are input in the two boxes located
to the right of the color boxes.
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Defining ACD Variables
The ACD Variables window provides an interface for defining the ACD variables
that are used in reader board messages. Use the following steps to define an
ACD Variable.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Click Config to switch to the Configuration mode.
Click the Variables button on the Main Control Panel to display the ACD
Variables window.
Click New on the toolbar.
Type a variable name.
Select an ACD variable.
Select an ACD group.
Define a field length.
Set the alignment.
Select a color option for the ACD variable.
Click Update on the toolbar to save the new ACD variable.
Deleting ACD Variables
The Delete button on the toolbar of the ACD Variables window deletes the ACD
variable selected in the record area of the window. It is only possible to delete
ACD variables that are not referenced elsewhere in the sign plan. If an ACD
variable is referenced anywhere else in a sign plan, all references must be
removed prior to deleting the ACD variable.
Use the following steps to delete an ACD variable.
Select the ACD variable to delete in the record area of the ACD Variables
window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the ACD variable is not referenced anywhere else in the sign plan, the
ACD variable is deleted immediately. If the Sign dialog box opens with the
statement:
1.
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the ACD variable and
delete them before attempting to delete the ACD variable again.
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Using the Messages and Quick Messages Windows
The Messages Window is the interface for the construction of reader board
messages. Message construction is the second step in the creation of a sign
plan after the definition of the ACD variables. Reader board messages can contain text,
ACD variables, color, graphics, special effects, and character formatting.
Click the lightning bolt button to access the Quick Messages window. This window
is the interface for creating, modifying, and controlling messages that can override
or alternate with the preset messages of a sign plan. Quick messages are often used in
times of emergency or service alerts. Quick messages are constructed using the same
tools as the Messages window. As with the preset messages of a sign plan, quick
messages can contain text, ACD variables, color, graphics, special effects, and
character formatting.
Messages and quick messages are created using text and using the tools of the record
edit area. Simply click the buttons or make menu selections to add ACD variables,
color, graphics, and effects to your message text. When one of these components is
added to a message, the appropriate code for the component is added to the message
string.
When special effects, graphics, and formatting are incorporated into a reader board
message, it is important to properly place these components around the message text
and ACD variables to achieve the intended effect on the reader board.
Components of the Messages and Quick Messages Windows
Both the Messages and Quick Messages windows are comprised of three
sections: the record area, the toolbar, and the record edit area.
Record Area
The record area of the Messages window lists the existing reader board
messages. Select a message from the list for editing or deletion. When selected,
a message is highlighted in blue and its details can be viewed and edited in the
record edit area.
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Toolbar
The toolbar in the Messages and Quick Messages windows are used to create
and name new reader board messages, edit existing messages, and delete
messages no longer needed. In addition, the toolbar in the Quick Messages
window provides the tools for starting and stopping the play of quick messages
on the reader boards.
Messages Toolbar
Quick Messages Toolbar
Message / Quick Message Name - each message/quick message must be
assigned a user-defined name. This is done in the Message Name field on the
toolbar of the Messages window or in the Quick Message Name field on the
toolbar of the Quick Messages window. The names are used to identify the
messages throughout the WallSign Administrator. For this reason, the names
must be descriptive in nature.
New - the New button on the toolbar allows for the construction of a new
message. After clicking the New button, name the new message and construct
the message in the record edit area. When finished, save the message by
clicking the Update button.
Delete - the Delete button on the toolbar deletes the message selected in the
record area of the window. It is only possible to delete messages that are not
referenced elsewhere in the sign plan. If a message is referenced anywhere else
in a sign plan, all references must be removed prior to deleting the message.
Quick messages are never referenced within the sign plan and can be deleted at
any time.
Update - click the Update button to save changes to a message.
Start - this option is only available on the toolbar of the Quick Messages window.
The Start button starts the display of the selected quick message on one or more
reader boards. Clicking the Start button opens the Select Signs dialog box where
the reader boards are selected for the quick message.
Stop - this option is only available on the toolbar of the Quick Messages window.
the Stop button on the toolbar of the Quick Messages window stops the display
of the quick message on one or more reader boards. Clicking the Stop button
opens the Select Signs dialog box where the reader boards are selected for the
quick message.
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Record Edit Area
The record edit area of the Messages and Quick Messages windows provide the
platform and the tools for the construction of reader board messages. This area
is used to define new reader board messages and to edit the messages that
have already been created. The white section of the record edit area is the
message platform. This section is where the message is created by typing the
message text directly into the message platform and inserting formatting codes
using the tools below.
Message Platform - the message platform is located in the record edit area.
This is where the message text, ACD variables, effects, graphics, and character
formatting are added or edited.
Line Position - the line position buttons are used to select the vertical alignment
of the message text on the reader board. The vertical alignment options are top,
middle, bottom, and fill.
Color - the Color buttons are used to specify the color of the message text. Click
the solid color buttons and begin typing the message text in that color. Use the
rainbow buttons, the color mix button, and the auto color button to insert code
into the message that determines the color of the message text.
Special Effects - the special effects buttons are used to define how a message
moves across the reader board. If none of the options are specified, the
automode option is automatically selected. Automode produces a random
selection of the available special effects. Special effects must be placed before
the message text or ACD variable they are intended to affect.
Special Graphics - the special graphics buttons are used to insert the graphics
provided with the WallSign Administrator into reader board messages. Clicking
one of the Special Graphics buttons inserts the code for the graphic into the
message.
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Your Graphics - clicking the Your Graphics button produces a drop-down list
that contains the names of the reader board illustrations created in the Graphics
window. Selection of a graphic from the list inserts the graphic in the reader
board message.
Character Format - the Character Format button is used to insert call
information in a message and specify character attributes such as character
spacing, width, height and the speed at which characters are scrolled across the
screen. Most of the character formatting options place both an on tag and an off
tag in the message. It is important to place the text requiring the formatting
between the two tags.
ACD Variable - the ACD Variable button produces a drop-down list that contains
the names of all defined ACD variables. Selection of an ACD variable from the
list includes it in the reader board message.
Display Quick Message - these options are only available on the Quick
Messages window. This is the only difference between the Messages and Quick
Messages windows. The Display Quick Message section in the record edit area
of the Quick Messages window provides display options for the quick messages:
Enable the Quick Message Only radio button to have the quick message
replace the script and its associated messages.
b. Enable the Alternate With Script radio button to have the reader board
alternate between the quick message and the messages associated with
the script.
c. Enable the Stop Message At check box and enter a time in the field next
to it to have the quick message stop playing at a specific time.
d. Enable the Play Tone First Time check box to have the reader board emit
a beep prior to displaying the quick message.
a.
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Building Messages and Quick Messages
Use the Messages window to construct reader board messages. The positioning
of the message components depends on how the message is to play on a reader
board. Formatting and effects must be positioned in the message before the
message text or the ACD variable it is supposed to affect.
The following steps are suggestions for the order in which a reader board
message can be constructed. As the message is constructed, its components are
visible in the message platform.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Click the Config button to switch to the Configuration mode.
Click the Messages button on the Main Control Panel to display the
Messages window, or click the lightning bolt icon on the Main Control
Panel to display the Quick Messages window.
Click New on the toolbar.
Type a message name.
Select the line position.
Select a special effect.
Select a color for the message text.
Add character formatting, if desired.
Type the message text in the message platform. If character formatting is
present, ensure that the message text appears between the character
formatting tags if both an on and an off tag are present.
Select an ACD variable, if desired. Logically position the ACD variable in
the message text where its value will make sense when played on a
reader board.
Select a special graphic or select a user defined graphic by clicking the
Your Graphics button. Position the graphic as it should appear with the
message text.
If creating a quick message, select the desired display options for playing
the quick message.
Click Update on the toolbar to save the new message or quick message.
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Selecting the Line Position
The line position buttons are used to select the vertical alignment of the message
text on the reader board. The vertical alignment options are top, middle, bottom,
and fill. Selecting the top, middle, or bottom options means that the message text
will only occupy the selected line on the reader board. Selecting the fill option
means that the message text enters the reader board from the top, left corner
and is able to occupy all three lines when the message is long enough to fill the
reader board.
Click a line position button to insert code into the message that determines the
line position of the message text on the Spectrum reader board.
Button
Code In Message Description
{\Top}
The text following the code appears on the
top line of the reader board.
{\Middle}
The text following the code appears on the
middle line of the reader board.
{\Bottom}
The text following the code appears on the
bottom line of the reader board.
{\Fill}
The text following the code fills all three
lines of the reader board.
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Adding Special Effects
The special effects buttons are used to define how a message moves across the
reader board. If none of the options are specified, the automode option is
automatically selected. Automode produces a random selection of the available
special effects. Special effects must be placed before the message text or ACD
variable they are intended to affect. The available effects are:
Button
Code In Message
Description
{\Effect - Roll Up}
Roll Up
{\Effect - Roll Down}
Roll Down
{\Effect - Roll Left}
Roll Left
{\Effect - Roll Right}
Roll Right
{\Effect - Roll In}
Roll In
{\Effect - Roll Out}
Roll Out
{\Effect - Wipe Up}
Wipe Up
{\Effect - Wipe Down}
Wipe Down
{\Effect - Wipe Left}
Wipe Left
{\Effect - Wipe In}
Wipe In
{\Effect - Wipe Out}
Wipe Out
{\Effect - Auto Mode}
Automode (randomly selects
special effects)
{\Effect - Scroll}
Scroll
{\Effect - Flash}
Flash
{\Effect - Hold}
Hold
{\Effect - Rotate Left}
Rotate Left
{\Effect - Compress Rotate}
Compress Rotate
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Button
Code In Message
Description
{\Effect - Switch}
Switch
{\Effect - Interlock}
Interlock
{\Effect - Twinkle}
Twinkle
{\Effect - Sparkle}
Sparkle
{\Effect - Snow}
Snow
{\Effect - Spray}
Spray
{\Effect - Starburst}
Starburst
{\Effect - Slide}
Slide
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Adding Special Graphics
The special graphics buttons are used to insert the graphics provided with the
WallSign Administrator into reader board messages. Clicking one of the Special
Graphics buttons inserts the code for the graphic into the message. The special
graphics included with the WallSign Administrator are:
Button
Code In Message
Description
{\Special - Welcome}
Scroll Welcome
{\Special - Slot}
Slot Machine
{\Special - Thank You}
Script Thank You
{\Special - No Smoking}
No Smoking
{\Special - Don't Drink &
Drive}
Don't Drink and Drive
{\Special - Animal Running}
Running Animal
{\Special - Fireworks}
Fireworks
{\Special - Turbo Car}
Turbo Car
{\Special - Cherry Bomb}
Cherry Bomb
Adding Character Formatting
The Character Format button is used to insert call information in a message and
specify character attributes such as character spacing, width, height and the
speed at which characters are scrolled across the screen. The Character Format
button produces a menu that contains three sub menus. These menus are Insert,
Speed, and Effects. Most of the character formatting options place both an on tag
and an off tag in the message. It is important to place the text requiring the
formatting between the two tags.
The Character Format button produces a pop-up menu with three sub-menus.
The sub-menus contain character formatting options that, when selected, insert
code into a message. The code affects the appearance of the text characters
following the code. It is important to note that some reader boards do not have
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the capability to adjust character width and height. A question mark displayed by
the reader board indicates this hardware limitation.
Insert Menu
Menu Option
Code In Message
Description
Call Time
{\Format - Call Time}
Inserts the call time in the message.
Call Date
{\Format - Call Date}
Inserts the date in the message.
Next Line
{\Format - Next Line}
Inserts a carriage return <CR>.
No Hold
{\Format - No Hold}
Prevents pausing between format
changes.
Menu Option
Code In Message
Description
Speed 1 Slowest
{\Format - Speed 1}
The rate at which characters are
displayed on the reader board. Speed
1 is the slowest and Speed 5 is the
fastest.
Speed 2
{\Format - Speed 2}
The rate at which characters are
displayed on the reader board. Speed
1 is the slowest and Speed 5 is the
fastest.
Speed 3
{\Format - Speed 3}
The rate at which characters are
displayed on the reader board. Speed
1 is the slowest and Speed 5 is the
fastest.
Speed 4
{\Format - Speed 4}
The rate at which characters are
displayed on the reader board. Speed
1 is the slowest and Speed 5 is the
fastest.
Speed 5 Fastest
{\Format - Speed 5}
The rate at which characters are
displayed on the reader board. Speed
1 is the slowest and Speed 5 is the
fastest.
Speed Menu
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Effects Menu
Menu Option
Code In Message
Description
Double High On
{\Format - Double High Doubles the height of the text
On}{\Format - Double between the tags.
High Off}
True Descender
On
{\Format - True
Descender
On}{\Format - True
Descender Off}
Causes the character with sections
descending beyond the text
baseline, such as lower case y and
g, to be displayed below the
baseline of the text.
Character Flash
On
{\Format - Flash
On}{\Format - Flash
Off}
Causes the characters between the
tags to flash.
Double Stroke On {\Format - Double
Stroke On}{\Format Double Stroke Off}
Allows the characters two columns
of pixels.
Double Wide On
{\Format - Double
Wide On}{\Format Double Wide Off}
Stretches the character to double its
regular width.
Fixed Width On
{\Format - Fixed Width All of the characters in the message
On}{\Format - Fixed
are the same width.
Width Off}
Fancy On
{\Format - Fancy
On}{\Format - Fancy
Off}
Adds serifs to the font.
Wide Character
On
{\Format - Wide Char
On}{\Format - Wide
Char Off}
Makes the characters between the
tags wider.
Full Height Fancy
{\Format - Full Height
Fancy}
Widens, heightens, and adds serifs
to the characters.
Full Height
Standard
{\Format - Full Height
Std}
Heightens the characters without
widening and adding serifs.
Seven High
Standard
Character
{\Format - 7 High Std
Char}
Characters are seven pixels in
height.
Five High
Standard
Character
{\Format - 5 High Std
Char}
Characters are five pixels in height.
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Effects Menu
Menu Option
Code In Message
Description
Proportional
Character
Spacing
{\Format - Proportional The spacing between characters
Character Spacing}
varies according to the size of the
characters.
Fixed Character
Spacing
{\Format - Fixed
Character Spacing}
Character spacing is uniform,
regardless of character size.
Adding Color to a Message
The Color buttons are used to specify the color of the message text. A different
color can be used for each character of the message text. Unless otherwise
specified in the ACD Variables window, the color selection also applies to the
ACD variables. However, the characters of the ACD variable must all share the
same color. Some Spectrum Sign types provide more color choices than others,
as outlined in the literature from Spectrum Corporation.
Click the solid color buttons and begin typing the message text in that color. Use
the rainbow buttons, the color mix button, and the auto color button to insert code
into the message that determines the color of the message text.
Button
Code In Message
Description
None
Select the red color button to type the
message text in red.
None
Select the green color button to type the
message text in green.
None
Select the dark yellow color button to type
the message text in dark yellow.
None
Select the dark red color button to type the
message text in dark red.
None
Select the dark green color button to type
the message text in dark green.
None
Select the black color button to type the
message text in black.
None
Select the orange color button to type the
message text in orange.
None
Select the yellow color button to type the
message text in yellow.
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Button
Code In Message
Description
{\Color - Rainbow 1}
Inserts code into the message that makes
the message text appear in multiple colors.
{\Color - Rainbow 2}
Inserts code into the message that makes
the message text appear in multiple colors.
{\Color - Color Mix}
Uses all of the colors allowable by the
reader board. Each character is a different
color. When all of the colors have been
used, the pattern is repeated.
None
Randomly selects colors for the message
text.
Quick Message Display Options
The Display Quick Message section in the record edit area of the Quick
Messages window provides display options for the quick messages.
Quick Message Only / Alternate With Script
Enable the Quick Message Only radio button to have the quick message replace
the script and its associated messages currently playing on the reader board.
Enable the Alternate With Script radio button to have the reader board alternate
between the quick message and the messages associated with the script that is
currently in use.
Stop Message At
Enable the Stop Message At check box and enter a time in the field next to it to
have the quick message stop playing at a specific time. The time must be
entered in 24-hour format using the up and down arrows in the field.
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Play Tone First Time
Enable the Play Tone First Time check box to have the reader board emit a beep
prior to displaying the quick message. The beep is only produced when the
message is first played.
Starting and Stopping Quick Messages
The Start button starts the display of the selected quick message on one or more
reader boards. Clicking the Start button opens the Select Signs dialog box.
Select a single reader board from the list or enable the Send Command To All
Signs check box to send the quick message to all reader boards in the sign
network. Click OK to begin displaying the quick message.
The Stop button on the toolbar of the Quick Messages window stops the display
of the quick message on one or more reader boards. Clicking the Stop button
opens the Select Signs dialog box.
Select a single reader board from the list or enable the Send Command To All
Signs check box to stop the quick message from playing on all reader boards in
the sign network. Click OK to stop displaying the quick message.
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Deleting Messages and Quick Messages
The Delete buttons on the toolbars of both the Messages and Quick Messages
windows are used to delete reader board messages.
Deleting Messages
Use the following steps to delete a message from the Messages window. A
message cannot be deleted if it is referenced anywhere else in the sign plan. All
references to the message must be deleted before the message can be deleted.
1. Select the message to delete in the record area of the Messages window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the message is not referenced anywhere else in the sign plan, the
message is deleted immediately. If the Sign dialog box opens with the
statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the message and
delete them before attempting to delete the message again.
Deleting Quick Messages
Use the following steps to delete a message from the Quick Messages window.
Select the quick message you want to delete in the record area of the
Quick Messages window.
2. Click Delete on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
1.
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Using the Decisions Window
The Decisions window provides an interface for the creation and modification of
decision trees. A decision tree is comprised of one or more decisions. Two types of
decisions are found in a decision tree: conditional and default. A conditional decision is
a statement that defines the state an ACD variable must be in before its associated
message can be played on a reader board. A default decision is the decision used when
the current customer interaction center conditions do not meet the requirements of the
conditional decisions.
The decisions of a decision tree are prioritized in the order of their importance. The high
priority decisions are at the top of the decision tree and the mandatory default message
is always at the bottom of the decision tree. The WallSign Server searches through the
decisions of a decision tree, looking for a decision that matches the current customer
interaction center conditions. If none of the conditional decisions match the current
conditions, the default decision is used and its associated message is played on the
reader board.
Decisions Window Components
The Decisions window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Decisions window lists the defined decision trees. Select a
decision tree from the list for editing or deletion. When selected, a decision tree is
highlighted in blue and its details can be viewed and edited in the record edit
area.
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Toolbar
The toolbar in the Decisions window is used to create and name new decision
trees, edit existing decision trees, and delete decision trees no longer needed.
Decision Name - each decision tree must be assigned a user-defined name.
This is done in the Decision Name field on the toolbar of the Decisions window.
The decision tree names are used to identify the decision trees throughout the
WallSign Administrator. For this reason, the names must be descriptive in nature.
New - the New button on the toolbar of the Decisions window allows for the
creation of a new decision tree. After clicking the New button, name the new
decision tree and add the required decisions. When finished, save the decision
tree by clicking the Update button.
Delete - the Delete button on the toolbar of the Decisions window deletes the
decision tree selected in the record area of the window. It is only possible to
delete decision trees that are not referenced elsewhere in the sign plan. If a
decision tree is referenced anywhere else in a sign plan, all references must be
removed prior to deleting the decision tree.
Update - click the Update button to save changes to a decision tree.
Record Edit Area
The record edit area of the Decisions window provides the tools and the platform
for defining the decisions of a decision tree. This area is used to define new
decisions and to edit the decisions already defined for the decision tree.
Decision Tree Platform - the decision tree platform is the table located in the
record edit area of the Decisions window. This is where the decisions are
defined, edited, and prioritized within the decision tree.
Play Message - click the Play Message field to access a drop-down list that
contains the names of all messages created in the Messages window. Select a
message from the list to associate it with the decision.
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IF ACD Variable - click the IF ACD Variable field to access a drop-down list that
contains the names of all ACD variables defined in the ACD Variables window.
Select an ACD variable from the list to associate it with the decision.
Condition - click the Condition field and select a condition for the ACD variable.
Select Above, Below, In, or Out from the list. These adjectives refer to the range
of values in the Min and Max fields. The value of the ACD variable must fall
within the range of the selected condition to play the message associated with
the decision. If Above is selected, data cannot be input in the Max field because
the range is any value above the minimum value specified. If Below is selected,
data cannot be input in the Min field because the range is any value below the
maximum value specified. Values are accepted by both the Min and Max field if
either In or Out is selected.
Min / Max - type values in the Min and Max fields to define a range for the value
of the ACD variable. When the value of the ACD variable falls within the range
specified by the Min, Max, and Condition fields, the message associated with the
decision will play on the reader board. The availability of the Min and Max fields
is dependant upon the condition specified in the Condition field.
Sec - the Sec field is used to specify the minimum number of seconds a
conditional decision must be true before its associated message will play.
Play Tone - enable the Play Tone check box to have the reader board emit a
beep prior to displaying the message associated with the decision. The beep is
only produced when the message is first played. It will not be heard if the
message is repeated on the reader board.
Complete Decision - the Complete Decision field displays the decision in plain
language after the update button on the toolbar is clicked.
- click the add entry button in the record edit area of the window to add a
new entry to the decision.
- click the delete entry button in the record edit area to delete the selected
entry from the record edit area.
- the up and down arrow buttons in the record edit area of the Decisions
window promote and demote the selected decision within the decision tree.
The priority of a conditional decision cannot be lower than that of the
default decision in a decision tree.
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Defining Decision Trees
Use the Decisions window to create decision trees that play messages based on
the current customer interaction center conditions. To do this, apply a message
to each decision along with an ACD variable and a set of conditions that the ACD
variable must be experiencing for the message to play.
Use the following steps to define a decision tree.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Click the Config button on the Main Control Panel to switch to the
Configuration mode.
Click the Decisions button on the Main Control Panel to display the
Decisions window.
Click New on the toolbar.
Type a Name for the decision tree.
Click the Play Message field in the default decision and select a message.
Click
to add a decision to the decision tree.
Click the down-arrow in the Play Message field. Select a message from
the drop-down list to associate the message with the new decision.
Click the down-arrow in the If ACD Variable field. Select an ACD variable
from the list.
Click the down-arrow in the Condition field. Select the condition the ACD
variable must be in to play the message.
Input a value in the Min field to define the minimum value for the ACD
variable condition.
Input a value in the Max field (if applicable) to define the maximum value
for the ACD variable condition.
Input a value in the Sec field to indicate the number of seconds the ACD
variable must be in the defined condition before the message will play.
Enable the Tone check box to have the reader board emit a tone when the
message associated with the decision is first played.
Repeat steps 6 to 13 to add additional decisions to the decision tree.
Click Update on the toolbar to save the new decision tree and add it to the
list in the record area.
Default and Conditional Decisions
Conditional decisions are created by defining the ACD queue conditions that
must be in effect for a message to play. This is done by associating a message
with an ACD variable and then specifying the conditions the ACD variable must
be experiencing in order for the message to play. Each message and ACD
variable association is one decision within a decision tree. The order the
decisions are listed within a decision tree identifies their priority within the
decision tree.
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For example, if decision 2 is satisfied, a message for decision 2 will continue to
be played until either:
decision 2 is no longer satisfied because the value of the performance
variable has fallen/risen within acceptable service limits and the default
decision is used, or
b. decision 1 is satisfied. A message for the higher priority decision will
interrupt a message for the second decision.
a.
Default decisions are used when the current call center conditions do not match
any of the conditions specified in the conditional decisions. Unlike the conditional
decisions, default decisions cannot be associated with ACD variables. Every
decision tree must contain a default decision. In a decision tree, the default
decision is always the lowest priority decision.
Deleting A Decision Tree
The Delete button on the toolbar of the Decisions window deletes the decision
tree selected in the record area of the window. It is only possible to delete
decision trees that are not referenced elsewhere in the sign plan. If an decision
tree is referenced anywhere else in a sign plan, all references must be removed
prior to deleting the decision tree.
Use the following steps to delete a decision tree from the Decisions window.
Select the decision tree to delete in the record area of the Decisions
window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the message is not referenced anywhere else in the sign plan, the
message is deleted immediately. If the Sign dialog box opens with the
statement:
1.
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the decision tree and
delete them before attempting to delete the decision tree again.
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Using the Days Window
The Days window is accessed by clicking the calendar button on the Main Control
Panel. This window is used to identify special days that require unique messages.
Special days are included in scripts. The scripts associate with messages through the
assignment of a day plan.
The WallSign Administrator is provided with a number of pre-defined special days.
These days encompass the major holidays and events in a year. Add these pre-defined
special days to a script for use in a sign plan, or use the Days window to define any
additional days the customer interaction center requires.
Days Window Components
The Days window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record Area
The record area of the Days window lists the defined special days that require
specific messages. Select a special day from the list for editing or deletion. When
selected, a special day is highlighted in blue and its details can be viewed and
edited in the record edit area.
Toolbar
The toolbar in the Days window is used to create and name new special days,
edit existing special days, and delete special days no longer needed.
Day Name - each special day or group of days must be assigned a user-defined
name. This is done in the Day Name field on the toolbar of the Days window. The
names for the special days are used to identify the dates throughout the WallSign
Administrator. For this reason, the names must be descriptive in nature.
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New - the New button on the toolbar of the Days window allows for the definition
of a new special day. After clicking the New button, name the new special day
and define the dates for the period in the record edit area. When finished, save
the new special day by clicking the Update button.
Delete - the Delete button on the toolbar of the Days window deletes the special
day or group of days selected in the record area of the window. It is only possible
to delete special days that are not referenced elsewhere in the sign plan. If a
special day is referenced anywhere else in a sign plan, all references must be
removed prior to deleting the day or group of days.
Update - click the Update button to save changes to a special day or a group of
special days.
Record Edit Area
The record edit area of the Days window is the interface for the definition of a
special day. This area is used to define new special days and to edit the special
days already defined.
Date is Specific - a special day is defined as a specific date when it applies to a
particular calendar date. For instance, Christmas is a specific date because it
falls on the 25th of December every year.
Date is Reference - a special day is defined as a reference date when it applies
to an event that falls on the same day of the week, in the same month, every
year. A date like Father's Day is considered to be a reference date because it is
defined by its occurrence on the third Sunday in June each year.
Description - the Description field in the record edit area of the Days window is
an optional field where a description for the special day is entered. This field
allows you to elaborate on the name of the special day for easier identification.
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Defining Special Days
Use the Days window to define special days or groups of days throughout
the year that require specific messages. Special dates can refer to specific
calendar dates or to a reference period within a month, such as the third
Thursday of February.
Use the following steps to define a special day.
1.
2.
3.
4.
5.
6.
7.
Click the Config button on the Main Control Panel to switch to
Configuration mode.
Click the calendar button on the Main Control Panel to display the Days
window.
Click New on the toolbar.
Type a Name for the day or group of days.
Define the date as a specific date or a reference date.
Click in the Description field and type a description for the day or group of
days.
Click Update on the toolbar to save the special day or group of days.
Defining Specific Dates
A special day is defined as a specific date when it applies to a particular calendar
date. For instance, Christmas is a specific date because it falls on the 25th of
December every year.
Use the following steps to define a specific day or group of days.
Enable the Specific radio button to define a specific calendar date or a
group of dates.
2. Click on the numeric day of the month and use the up and down arrows to
select the day of the month.
3. Click on the month and use the up and down arrows to select the month.
4. Use the up and down arrows in the day(s) field to define the number of
days the period encompasses, beginning with the selected date.
1.
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Defining Reference Dates
A special day is defined as a reference date when it applies to an event that falls
on the same day of the week, in the same month, every year. A date like Father's
Day is considered to be a reference date because it is defined by its occurrence
on the third Sunday in June each year.
Use the following steps to define a reference day or group of days.
1.
2.
3.
4.
5.
Enable the Reference radio button to define a reference date or group of
dates within a month.
Click the reference field to select the reference day within the month. The
selections in this list are First, Second, Third, Fourth, or Last. These
adjectives refer to specific days of the week within a specific month. For
instance, it may be referring to the first Friday in June.
Click on the day of the week and use the up and down arrows to select a
day.
Click on the month and use the up and down arrows to select a month.
Use the up and down arrows in the day(s) field to define the number of
days the period will encompass, beginning with the selected date.
Deleting Special Days
The Delete button on the toolbar of the Days window deletes the special day
selected in the record area of the window. It is only possible to delete special
days that are not referenced elsewhere in the sign plan. If a special day is
referenced anywhere else in a sign plan, all references must be removed prior to
deleting the special day.
Use the following steps to delete a special day.
1.
2.
3.
4.
Select the special day to delete in the record area of the Days window.
Click the Delete button on the toolbar.
Click Yes in the Sign dialog box to acknowledge the deletion.
If the special day is not referenced anywhere else in the sign plan, it is
deleted immediately. If the Sign dialog box opens with the statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the special day and
delete them before attempting to delete the special day again.
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Using the Day Plans Window
The Day Plans window is accessed by clicking the Day Plans button on the Main
Control Panel. This window is used to partition a 24-hour period and apply a decision
tree to each partition. This process breaks the customer interaction center day into
segments and allows different messages to be applied to different times of the day.
Once defined, the day plans are applied to specific days of the week or special days in
the Scripts window. A default day plan is automatically created in the Day Plans
window. The default day plan cannot be renamed, but time segments and decision trees
can be applied.
Day Plans Window Components
The Day Plans window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Day Plans window lists the defined day plans. Select a
day plan from the list for editing or deletion. When selected, a day plan is
highlighted in blue and its details can be viewed and edited in the record edit
area.
Toolbar
The toolbar in the Day Plans window allows you to create and name new day
plans, edit existing day plans, and delete day plans no longer needed.
Day Plan Name - each day plan must be assigned a user-defined name. This is
done in the Day Plan Name field on the toolbar of the Day Plans window. The
day plan names are used to identify the day plans throughout the WallSign
Administrator. For this reason, the names must be descriptive in nature.
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New - the New button on the toolbar of the Day Plans window allows for the
definition of a new day plan. After clicking the New button, name the new day
plan and define its parameters. When finished, save the new day plan by clicking
the Update button.
Delete - the Delete button on the toolbar of the Day Plans window deletes the
day plan selected in the record area of the window. It is only possible to delete
day plans that are not referenced elsewhere in the sign plan. If a day plan is
referenced anywhere else in a sign plan, all references must be removed prior to
deleting the day plan.
Update - click the Update button to save changes to a day plan.
Record Edit Area
The record edit area of the Day Plans window is the interface for defining the
time segments of a day plan. This area is used to define new time segments,
delete time segments, and to edit the existing time segments of a day plan.
Day Plans Platform - the day plans platform is located in the record edit area of
the Day Plans window. This area provides a table where the time segments of
the day plans are displayed with their associated decision trees. Click on the
hour or minute field of a time segment in either the From or To columns of the
table to edit the time. Click the down-arrow in the Decision Tree column to assign
a decision tree to the time segment.
From - the From column in the record edit area of the Day Plans window defines
the starting time for a day plan time segment. The time in the From column for
the first time segment of a day plan must be 00:00. Each day plan must
encompass a 24-hour period, beginning with 00:00 and ending with 23:59. To set
the starting hour of a time segment, click the hour field in the From column and
type a value between 00 and 23. To set the starting minute of a time segment,
click the minute field in the From column and type a value between 00 and 59.
To - the To column in the record edit area of the Day Plans window defines the
ending time for a day plan time segment. The time in the To column for the last
time segment of a day plan must be 23:59. Each day plan must encompass a 24hour period, beginning with 00:00 and ending with 23:59.To set the ending hour
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of a time segment, click the hour field in the To column and type a value between
00 and 23. To set the ending minute of a time segment, click the minute field in
the To column and type a value between 00 and 59.
Decision Tree - applying decision trees to the time segments of a day plan
creates an association between the time of day and the customer interaction
center conditions. The WallSign Server searches the day plan configuration for a
time segment that matches the current time. It then searches the decision tree
associated with the time segment for ACD variables that match the current
customer interaction center conditions.
- click the add entry button in the record edit area of the window to add a
new entry to the day plan.
- click the delete entry button in the record edit area to delete the selected
entry from the record edit area.
Defining Day Plans
Use the Day Plans window to apply decision trees to specific segments of a 24hour period. A day plan must begin with 00:00 and end with 23:59. The minimum
size of a day plan segment is 1 minute while the maximum size is 24-hours. A
default day plan is automatically created in the Day Plans window.
Use the following steps to define a new day plan with three time segments.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Click the Config button on the Main Control Panel to switch to
Configuration mode.
Click the Day Plans button on the Main Control Panel to display the Day
Plans window.
Click New on the toolbar.
Type a Name for the day plan.
Click the add entry button
twice to add a second and third time
segment to the day plan.
Set the start time for each time segment in the From column.
Set the end time for each time segment in the To column.
Select a decision tree for each time segment from the Decision Tree
column.
Click Update on the toolbar to save the new day plan and add it to the list
in the record area.
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Deleting a Day Plan
The Delete button on the toolbar of the Day Plans window deletes the day plan
selected in the record area of the window. It is only possible to delete a day plan
that is not referenced elsewhere in the sign plan. If a day plan is referenced
anywhere else in a sign plan, all references must be removed prior to deleting
the day plan.
Use the following steps to delete a day plan from the Day Plans window.
Select the day plan you want to delete in the record area of the Day Plans
window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the day plan is not referenced anywhere else in the sign plan, it is
deleted immediately. If the Sign dialog box opens with the statement:
1.
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the day plan and delete
them before attempting to delete the day plan again.
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Using the Scripts Window
The Scripts window is accessed by clicking the Scripts button on the Main Control
Panel. This window is used to apply day plans to the days of the week and to special
days. This process produces associations between the day of the week, the time of day,
and the customer interaction center conditions by creating a link between a script, a day
plan, and a decision tree.
The first entry in every script is the default entry. The default day plan is automatically
applied to the default script entry, but any existing day plan can be used with the default
script. The default script entry is used when no other script entries are present, or when
the existing script entries do not apply to the current conditions.
Scripts Window Components
The Scripts window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record Area
The record area of the Scripts window lists the defined scripts. Select a script
from the list for editing or deletion. When selected, a script is highlighted in blue
and its details can be viewed and edited in the record edit area.
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Toolbar
The toolbar in the Scripts window is used to create and name new scripts, edit
existing scripts, and delete scripts no longer needed.
Script Name - each script must be assigned a user-defined name. This is done
in the Script Name field on the toolbar of the Scripts window. The script names
are used to identify the scripts throughout the WallSign Administrator. For this
reason, the names must be descriptive in nature.
New - the New button on the toolbar of the Scripts window allows for the creation
of a script. After clicking the New button, name the new script and add the
required days and day plans. When finished, save the script by clicking the
Update button.
Delete - the Delete button on the toolbar of the Scripts window deletes the script
selected in the record area of the window. It is only possible to delete scripts that
are not referenced elsewhere in the sign plan. If a script is referenced anywhere
else in a sign plan, all references must be removed prior to deleting the script.
Update - click the Update button to save changes to a script.
Record Edit Area
The record edit area of the Scripts window provides the interface for the
application of day plans to the days of the week or to special days. Together,
these days and their associated day plans create a script. The record edit area is
used to add days to a script and to edit the days that have already been defined
for an existing script.
Script Platform - the script platform is located in the record edit area of the
Scripts window. This area provides a table that displays the script entries. To edit
or delete a script entry, other than the default entry, select the script entry from
the table by clicking in one of its table fields.
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Day - the Day column of the Scripts window assigns days of the week or special
days to script entries. Click the down-arrow in each row of the Day column and
select a weekday or special day from the drop-down list. Each day in the list can
only appear in a script once.
Day Plan - the Day Plan column of the Scripts window assigns day plans to the
script entries. Click the down-arrow in each row of the Day Plan column and
select a day plan from the drop-down list.
- click the add entry button in the record edit area of the window to add a
new entry to the script.
- click the delete entry button in the record edit area to delete the selected
entry from the record edit area.
Defining a Script
Use the Scripts window to create scripts that apply day plans to the days of the
week or to special days. When a new script is created, a default entry is
automatically added that uses the default day plan. Use each day of the week or
special day only once in each script.
Use the following steps to define a new script.
1.
2.
3.
4.
5.
6.
7.
8.
Click the Config button to choose Configuration mode and click the Scripts
button on the Main Control Panel.
Click New on the toolbar.
Type a Name for the new script.
Click the add entry button
to add a new script entry.
Click in the Day column for the entry and select a day of the week.
Click in the Day Plan column for the entry and select a day plan.
Repeat steps 4 to 6 to define additional script entries.
Click the Update button on the toolbar to save the new script.
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Deleting a Script
The Delete button on the toolbar of the Scripts window deletes the script selected
in the record area of the window. It is only possible to delete scripts not
referenced elsewhere in a sign plan. If a sign references the script in the Signs
window, the reference must be deleted from the Signs window prior to deleting
the script.
Use the following steps to delete a script from the Scripts window.
1.
2.
3.
4.
Select the script to delete in the record area of the Scripts window.
Click the Delete button on the toolbar.
Click Yes in the Sign dialog box to acknowledge the deletion.
If the script is not referenced anywhere else in the sign plan, the script is
deleted immediately. If the Sign dialog box opens with the statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the script and delete
them before attempting to delete the script again.
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Using the Signs Window
The Signs window is the final stop in the creation of a sign plan. Access the Signs
window by clicking the Signs button on the Main Control Panel. This window is used to
assign addresses and scripts to individual reader boards.The reader board address in
the TASKE WallSign Administrator must equal the address setting in the reader board.
Matching the two addresses is essential in establishing a communication link between
the reader board and the software.
The assignment of a script to a reader board creates a link between the reader board
and the sign plan. When a script is assigned to a reader board it is linking the reader
board to its associated day plan, decision trees, and messages. Using the sign plan
components the WallSign Server is capable of determining which message to play
based on the location of the reader board, the day of the week, the time of the day, and
the customer interaction center conditions.
When several reader boards are linked together, it creates a sign network. A sign
network is a group of two to five reader boards that are controlled by a TASKE PC
running the WallSign Server. The reader boards are connected in a daisy-chain fashion.
The reader board that is directly connected to the TASKE PC is known as the master
reader board. The rest of the reader boards in the network are known as slave reader
boards.
Signs Window Components
The Signs window is comprised of three sections: the record area, the toolbar,
and the record edit area. The functionality of each of these sections is very
specific.
Record Area
The record area of the Signs window lists the defined reader boards. Select a
reader board from the list for editing or deletion. When selected, a reader board
is highlighted in blue and its details can be viewed and edited in the record edit
area.
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Toolbar
The toolbar in the Signs window is used to define and name new reader boards,
edit the setup of existing reader boards, and delete the setup of reader boards no
longer needed.
Sign Name - each reader board must be assigned a user-defined name. This is
done in the Sign Name field on the toolbar of the Signs window. The reader
board names are used to identify the signs throughout the WallSign
Administrator. For this reason, the names must be descriptive in nature.
New - the New button on the toolbar of the Signs window allows for the addition
of a reader board. After clicking the New button, name the new reader board, set
its address, and assign a script. When finished, save the reader board setup by
clicking the Update button.
Delete - the Delete button on the toolbar of the Signs window deletes the setup
of the reader board selected in the record area of the window.
Update - click the Update button to save changes to the sign address or script
assignment.
Record Edit Area
The record edit area of the Signs window provides the interface for addressing
reader boards and assigning scripts to each. Use this area to address and assign
scripts to new reader boards and to edit the addresses and script assignments of
existing reader boards.
Sign Address - the Sign Address field in the record edit area of the Signs
window defines the address of a reader board. Use the up and down arrows to
set the address from 00 to 99. Ensure that the address setting in the reader
board and the address setting in the WallSign Administrator match. For
information on setting the address on the Spectrum reader board, refer to the
Spectrum Corporation documentation.
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Script - the Script field in the record edit area of the Signs window assigns a
script to the reader board. Use the down-arrow to view a list of all defined scripts.
Select a script from the list to assign it to the reader board.
Defining A Sign (Spectrum Reader Board)
Use the Signs window to associate a Spectrum reader board with a message or
a group of messages. To add a reader board to your TASKE system it must be
named, addressed, and assigned a script. The assignment of a script to a reader
board completes a sign plan. The script associates messages and all of their
conditions with a particular reader board.
Use the following steps to add a reader board to the TASKE system.
1.
2.
3.
4.
5.
6.
7.
8.
Click the Config button on the Main Control Panel to switch to the
Configuration mode.
Click the Signs button on the Main Control Panel to display the Signs
window.
Click New on the toolbar.
Type a Name for the reader board.
Select an Address for the reader board from 00 to 99.
Click the Script field and select a script.
Click the Update button on the toolbar to save the settings for the reader
board.
Follow the instructions from Spectrum Corporation and address the reader
board to match the address of the reader board in the WallSign
Administrator.
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Deleting a Sign
The Delete button on the toolbar of the Signs window deletes the sign selected in
the record area of the window. It is only possible to delete signs that are not
referenced elsewhere in a sign plan. If a sign is referenced anywhere in a sign
plan, the reference must be deleted from the Signs window prior to deleting the
sign.
Use the following steps to delete a sign from the Signs window.
1.
2.
3.
4.
Select the sign to delete in the record area of the Signs window.
Click the Delete button on the toolbar.
Click Yes in the Sign dialog box to acknowledge the deletion.
If the sign is not referenced anywhere else in the sign plan, the sign is
deleted immediately. If the Sign dialog box opens with the statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the sign and delete
them before attempting to delete the sign again.
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Using the Graphics Window
Use the Graphics window to create custom graphic images. Include the images in
reader board messages and quick messages, as a replacement to, or as an
accompaniment to the images provided with the WallSign application. To view the
Graphics window, click the color palette button on the Main Control Panel.
The record edit area of the Graphics window contains a color palette and a simulation of
a reader board. Each of the gray dots on the reader board represent an LED. Filling
these LEDs with color produces the image. Include the graphics in the messages of the
Messages window for the sign plan or in quick messages through the Quick Messages
window.
Graphics Window Components
The Graphics window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Graphics window lists the existing user-defined graphics .
Select a graphic from the list for editing or deletion. When selected, a graphic is
highlighted in blue and it can be viewed and edited in the record edit area.
Toolbar
The toolbar in the Graphics window is used to create and name new reader
board graphics, edit existing graphics, and delete graphics no longer needed. In
addition, the toolbar provides the tools for defining the dimensions of the graphic
on the reader board, clearing graphics from the drawing platform in the record
edit area, and testing graphics on the reader boards.
Graphic Name - each user-defined graphic must be assigned a name. This is
done in the Graphic Name field on the toolbar of the Graphics window. The
graphic names are used to identify the user-defined graphics throughout the
WallSign Administrator. For this reason, the names must be descriptive in nature.
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Dimensions - the Dimensions... button is used to specify the dimensions of a
graphic on a reader board. The dimensions are measured by the number of
LEDs high by the number of LEDs wide. The size of reader boards vary between
models, therefore, it is important to know the number of LEDs on the reader
board prior to setting the dimensions.
Clear - use the Clear button to clear the drawing platform.
Test - the Test... button displays the graphic on the selected reader board.
Clicking the Test... button opens the Test Graphic to Sign dialog box. Use the up
and down arrows of the Sign Address field to select the address of the reader
board testing the graphic. Click OK to display the graphic on the reader board.
New - the New button on the toolbar of the Graphics window allows for the
creation of a new reader board graphic. Clicking the New button automatically
clears the drawing platform in anticipation of the new graphic. Name the new
graphic, set the dimensions, and begin drawing, using the colors of the color
palette. When finished, save the graphic by clicking the Update button.
Delete - the Delete button on the toolbar of the Graphics window deletes the
graphic selected in the record area of the window. It is only possible to delete
graphics that are not referenced elsewhere in the sign plan. If a graphic is
referenced anywhere else in a sign plan, all references must be removed prior to
deleting the graphic.
Update - click the Update button to save changes to a custom graphic.
Record Edit Area
The record edit area of the Graphics window provides the platform and the tools
for the creation of reader board graphics. This area is used to create new reader
board graphics and to edit the existing graphics. The color palette provides the
drawing tools for the creation of the graphics, while the drawing platform provides
a drawing area that is a simulation of a reader board for realistic graphic creation.
Color Palette - the color palette in the record edit area of the Graphics window
provides the drawing colors for the creation of the user-defined reader board
graphics. Click on a color in the color palette. The selected color is displayed in
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the color selection box to the right of the color palette. After selecting a color, fill
in the gray dots of the drawing area to create the graphic. Switch colors where
applicable and use gray to erase any errors.
Drawing Platform - the drawing platform in the record edit area of the Graphics
window is the area where user-defined graphics are created. The drawing
platform is a simulation of a reader board. Each gray dot in the drawing platform
represents an LED that can be filled with color using the colors of the color
palette.
Creating Custom Graphics
Use the Graphics window to create custom graphic images to include in the
reader board messages. The record edit area of the Graphics window contains a
color palette and a simulation of a reader board. Each of the gray dots on the
reader board represent an LED. Filling these LEDs with color produces the
image.
Creating a New Graphic
Use the following steps to create a new graphic.
1.
2.
3.
4.
5.
6.
7.
8.
Click the Config button to enable the Configuration mode.
Click the color palette button on the Main Control Panel to display the
Graphics window.
Click New on the toolbar.
Type a Name for the graphic.
Click the color you want to use first.
Click a gray dot on the simulated reader board to fill the dot with the
selected color.
Continue filling the dots to create the image, changing colors where
required. To erase a mistake, use the gray color to fill the dot with its
original color.
Click the Update button on the toolbar to save the new graphic.
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Dimensions
The Dimensions... button is used to specify the dimensions of a graphic on a
reader board. The dimensions are measured by the number of LEDs high by the
number of LEDs wide. The size of reader boards vary between models,
therefore, it is important to know the number of LEDs on the reader board prior to
setting the dimensions. The graphic will not function properly if the dimensions
are larger than the number of LEDs that physically exist on the reader board.
To set the dimensions of a graphic, click Dimensions...
to open the Specify Sign Dimensions dialog box. Input
values for the number of LEDs in height and width and
click OK.
Making the dimensions larger than the graphic does not distort the graphic. It
simply determines how much real estate the graphic will require on the reader
board. For instance, to display a graphic at the same time as the message text
set the dimensions to accommodate the size of the graphic, but no larger.
However, to display the graphic by itself on the reader board and have the
message text precede or follow the graphic, make the graphic dimensions large
enough to occupy the entire reader board.
If the graphics created for the Reader Board are not displayed properly on the
Spectrum Reader Board, try setting the dimensions to a slightly smaller size.
Using the Color Palette and Drawing Platform
The color palette and drawing platform in the record edit area of the Graphics
window provide the tools for creating custom graphics.
Using the Color Palette
The color palette in the record edit area of the Graphics window provides the
drawing colors for the creation of the user-defined reader board graphics. Click
on a color in the color palette. The selected color is displayed in the color
selection box to the right of the color palette. After selecting a color, fill in the gray
dots of the drawing area to create the graphic. Switch colors where applicable
and use gray to erase any errors.
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Some models of the Spectrum reader boards do not support all of the colors
provided in the color palette. Consult the Spectrum Corporation documentation
for information on the colors supported.
Using the Drawing Platform
The drawing platform in the record edit area of the Graphics window is the area
where user-defined graphics are created. The drawing platform is a simulation of
a reader board. Each gray dot in the drawing platform represents an LED that
can be filled with color using the colors of the color palette.
Deleting Custom Graphics
The Delete button on the toolbar of the Graphics window deletes the graphic
selected in the record area of the window. It is only possible to delete graphics
that are not referenced in a sign plan. If a graphic is referenced anywhere in a
sign plan, all references must be removed prior to deleting the graphic.
Use the following steps to delete a graphic from the Graphics window.
1.
2.
3.
4.
Select the graphic to delete in the record area of the Graphics window.
Click the Delete button on the toolbar.
Click Yes in the Sign dialog box to acknowledge the deletion.
If the graphic is not referenced anywhere else in the sign plan, it is deleted
immediately. If the Sign dialog box opens with the statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the graphic and delete
them before attempting to delete the graphic again.
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TASKE Voice ToolBox
TASKE Voice ToolBox is an application of the TASKE ToolBox that works in conjunction
with Dialogic® voice cards to provide a call center with intelligent voice messaging
capabilities.
Using the Voice ToolBox application a call center is able to:
•
•
•
•
Route multiple messages to multiple answering points. Play messages that are of
interest to callers and their position within the call center queues. For instance,
play technical support messages in the technical support queue and play sales
messages in the sales queue.
Incorporate variables into messages that change the message content based on
the current call center conditions, the time of day, day of the week, or user
defined special day.
Accept routing instructions from callers using DTMF (dual-tone-multi-frequency).
This means callers can route themselves to the desired destination using their
keypad and the options provided in the message.
Create messages using the sound files provided with the Voice ToolBox or
create custom messages specific to the call center by creating .wav files and
incorporating them into messages.
The Voice ToolBox consists of two programs: TASKE Voice Administrator and TASKE
Voice Server.
Voice Administrator Icon
Voice Server Icon
The Voice Administrator is the Voice ToolBox user interface for configuring voice
channels and defining voice plans. The Voice Server is the communication link between
the Voice ToolBox application and the voice channels. Operating in the background, the
Voice Server stores the voice plans, interfaces with the TASKE Information Server to
determine the current call center conditions, and distributes the appropriate messages
to the appropriate voice channels based on the conditions defined in the voice plan.
It is not necessary to have both Voice ToolBox applications running concurrently.
Because the Voice Server stores the voice plans, the Voice Administrator only needs to
be started for configuration changes or to play quick messages. The Voice
Administrator is required to play quick messages because the control of these
messages is accessed via the Voice Administrator interface.
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Controlling Media Using Voice Plans
A voice plan contains all of the components required to communicate and play audio
messages created with the Voice ToolBox through a Dialogic card. Use the windows of
the Voice Administrator application to create voice plans.
A voice plan plays recorded media through one or more voice channels. These
channels are able to accept DTMF digits (dual-tone-multi-frequency digits, also known
as touch-tone) from the caller and route the caller to the desired area of the call center.
Creating voice plans that suit the needs of the call center require planning. Create voice
plans using a top-down approach. This means the creation of a voice plan must begin
with the creation of the messages and finish with the channel definition. This approach
is necessary to develop the links between the voice plan elements.
The components of a voice plan are as follows:
Messages - voice messages are the messages played to callers. These messages may
contain any of the pre-defined .wav files included with the Voice Toolbox application or
users can create custom .wav files.
Auto-attendants - an auto-attendant provides the structure for routing callers through
the call center and determining which messages the callers will hear. Callers hear the
choices available and dial the digits required to route themselves to the desired section
of the call center.
Day Plans - day plans break the call center day into segments and apply an autoattendant to each segment. This allows different messages to be applied to different
times of the day.
Scripts - scripts apply day plans to the days of the week and to special days. This
allows different message combinations to be played to callers depending on the day of
the week or user-defined special day.
Channels - a voice channel is an output point for audio messages on a Dialogic voice
card. When configuring a channel, an unique address number from 1 to 255 is required.
Using the address number, the Voice ToolBox application maps messages to the
correct voice channels. Assign scripts to voice channels to define the output point for
the messages associated with the script.
Special Days - special days are optional elements in a voice plans. Define special days
or groups of days throughout the year that require specific messages or unique call
center hours.
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The chart, above, illustrates the linking between the voice plan elements. Messages
must link to auto-attendants, auto-attendants must be embedded in day plans, day
plans must be embedded in scripts, and finally, a channel cannot be defined without an
embedded script. The calendar icon in the chart represents special days. These are
days, such as holidays, that require unique messaging and may have operational hours
that are not normal for the call center. Special days are optional elements in a voice
plan, however, if they are to be included, they must be used in scripts when identifying
the days of the week.
Voice ToolBox Startup and Shutdown
For Voice ToolBox configuration, only the Voice Administrator must be running. For the
communication of messages from the Voice ToolBox to the telephone system, the Voice
Server must be running on a PC with one or more Dialogic boards installed.
Starting the Voice Administrator
Use the following steps to start the Voice Administrator application.
1. Double-click the TASKE ToolBox icon
open the TASKE ToolBox folder.
on the desktop of the PC to
2. Double-click the Voice Administrator icon
to start the Voice
Administrator and open the application window.
Starting the Voice Server
When the Voice Server is started an icon appears in the taskbar of the PC's
desktop and the Voice Server light on the Main Control Panel of the Voice
Administrator turns green to indicate the establishment of communication.
1. Double-click the TASKE ToolBox icon
open the TASKE ToolBox folder.
2. Double-click the Voice Server icon
on the desktop of the PC to
to start the Voice Server.
Shutting Down the Voice Administrator
Use the following steps to shut down the Voice Administrator application.
1. Click File on the menu bar to open the File menu.
2. Select Exit from the File menu.
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Shutting Down the Voice Server
Use the following steps to shut down the Voice Server application.
1. Right-click on the Voice Server icon on the taskbar of the Windows
desktop.
2. Select Shutdown from the pop-up menu.
3. Click the Yes button to confirm.
Using the Voice Administrator Interface
The Voice Administrator window is comprised of three sections: the menu bar, the Main
Control Panel, and the display area.
Menu Bar
Spanning the top of the Voice Administrator window, the menu bar contains four
menus. The four menus of the menu bar are File, Edit, View, and Help.
File Menu
System Parameters... - Use the System Parameters...
option to open the System Parameters dialog box and
configure system-wide parameters for the Voice
ToolBox.
Settings... - Use the Settings... option to open the Configuration dialog box to
configure the communication paths to the Voice Server and to the TASKE Voice
Database.
Send Data to Voice Machine... - Use the Send Data to Voice Machine... option
to update voice configuration or voice plan changes in the Voice Server.
Exit - Select the Exit option to close the Voice Administrator application. This
action does not shutdown the Voice Server application.
Edit Menu
Set Dynamic System Variable Values... - Select
Set Dynamic System Variable Values... to open the
Dynamic Phrase Test Values dialog box and enter test values for the ACD
variables. These values are used in the playback of messages during system
configuration.
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View Menu
The TASKE Voice Administrator operates in one of two modes.
These modes are configuration and view. To switch between the
modes, use the Config and View buttons on the Main Control Panel or use the
View menu.
Config Mode - The configuration mode is the interface for the creation and
management of voice plan elements. When in the configuration mode, each
window accessed from the Main Control Panel displays its existing elements.
Use the window in the configuration mode to create new elements and edit the
existing elements.
View Mode - The view mode is a read-only, real-time display. When in the view
mode, the windows accessed from the Main Control Panel display the element
that is currently being used by the Voice ToolBox to play the message on the
voice channel. This option is only available after configuration is complete and
the communication with the Voice Server is established.
Help Menu
Contents - Select Contents from the Help menu to
access the online help for the TASKE Voice
Administrator and the TASKE Voice Server.
About TASKE Voice Administrator... - This menu option opens the About
TASKE Voice Administrator dialog box. This dialog box provides the software
release number, the software version number, the copyright information, and the
TASKE Lock Number. Click OK to exit the dialog box.
Main Control Panel
The Main Control Panel spans the left side of the Voice Administrator interface.
This area of the interface has two functions: Mode selection and Window
selection.
- when the light at the bottom of the Main Control Panel is green it
indicates an established communication link with the Voice Server. If the light is
red communication with the Voice Server is not available.
Mode Selection - clicking the Config and View buttons toggle the
TASKE Voice Administrator program between the configuration
mode and the view mode. The configuration mode enables users to create and
edit voice plan components using the windows of the display area. The view
mode changes these windows to read-only, real-time displays. In the view mode,
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the elements that are currently being used to broadcast messages through the
voice channels are presented in the record area.
Window Selection - the Main Control Panel contains buttons to access the
windows of the voice plan components. Selection of a button opens its
corresponding window in the display area. The windows are:
Messages
Auto-attendants
Day Plans
Scripts
Channels
Days
Display Area
The display area of the Voice Administrator interface is the large area to the right
of the Main Control Panel. The window selection buttons of the Main Control
Panel determine the contents of the display area. Each window selection button
opens a window that is displayed in the display area. These windows are the
interface for creating and editing the elements of a voice plan in the configuration
mode and the real-time display of these items in the view mode.
Selecting a Mode
The TASKE Voice Administrator operates in one of two modes. These modes are
configuration and view. To switch between the modes, use the Config and View buttons
on the Main Control Panel or use the View menu.
The primary difference between the configuration mode and the view mode is
functionality, not the appearance of the program window. The display area of the
TASKE Voice Administrator is a pane that displays one of six windows. Switch between
the windows using the window selection buttons on the Main Control Panel. These
windows provide the interface for creating, managing, and viewing voice plan elements.
The only difference in appearance between the two modes occurs in the record area of
the display area pane. In the configuration mode, the record area provides a detailed list
of all defined elements for that window. In the view mode, the record area displays the
element that the Voice Server is currently transmitting to the voice channel.
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Configuration Mode
The configuration mode is the interface for the creation and
management of voice plan elements. When in the configuration
mode, each window accessed from the Main Control Panel displays its existing
elements. Use the window in the configuration mode to create new elements and
edit the existing elements.
View Mode
The view mode is a read-only, real-time display. When in the view
mode, the windows accessed from the Main Control Panel display
the element that is currently being used by the Voice ToolBox to play the
message on the voice channel. This option is only available after configuration is
complete and the communication with the Voice Server is established.
The View mode is disabled if the Voice Server is not running. This is because
there is no real-time data available for display when the Voice Server is not
running.
The Auto-attendant and Days windows do not operate in View Mode.
Setting System Parameters
Use the System Parameters... option on the File menu of the Voice Administrator
application to open the System Parameters dialog box. This dialog box provides user
access to system-wide parameters for configuration.
Maximum Play Length (seconds) - This value, defined in seconds, indicates the
maximum length of a message. The default value is 300 seconds or 5 minutes.
Maximum Record Length (seconds) - This value, defined in seconds, indicates the
maximum amount of time available for a user to record a message through the handset.
The default value is 300 seconds or 5 minutes.
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Interdigit Timeout (seconds) - This value, defined in seconds, is the maximum amount
of time that is acceptable between the digits dialed by the caller. When the value for the
Interdigit Timeout expires, the Voice ToolBox assumes the caller is finished entering
digits and continues with the next action. The default value is 300 seconds or 5 minutes.
Supervisor Password... - Select Supervisor Password... to change the password for
accessing the Supervisor channel. Selection of this option opens the Change Password
dialog box where the user must input the existing password and the new password
twice. For security reasons, the * character appears for all characters input by the user
in the fields of this dialog box.
The default Voice ToolBox Supervisor password is 8885. Change this number as soon
as possible to prevent changes by unauthorized users.
Configuring Communication Paths
Use the Settings... option on the File menu of the Voice Administrator application to
open the Configuration dialog box where the communication paths to the Voice Server
and the TASKE Voice Database are configured.
TASKE Voice Server IP Address - Use this field to view or edit the IP address of the
TASKE Voice Server. If the address of the Voice Server has changed, it may be
necessary to 'ping' the new Voice Server to learn its IP address. To 'ping' the new Voice
Server, access a DOS prompt and type: ping Voice Server PC network name.
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TASKE Voice Server Port - The TASKE Voice Server port is the port that receives
information from the Voice Server. This is a virtual number that is a connection ID. By
default TASKE uses 700 for the connection ID. This means that any communication
received by the PC with a connection ID of 700 is recognized as TASKE Voice Server
data.
TASKE Voice Database Path - The TASKE Voice Database Path is the network path
button to access the
the PC uses to find the TASKE Voice Database. Click the
established network connections and the Network Neighborhood and change the path if
the path information is incorrect.
Updating System Data in the Voice Server
Use the Send Data to Voice Machine... option on the File menu of the Voice
Administrator application to send changes made in the Voice Administrator application
to the Voice Server. This option is only available when the Voice Server is running and
communicating with the Voice Administrator. To confirm communication with the Voice
. If a red light
Server, look for the green light on the Main Control Panel is present, communication is not available with the Voice Server and the connections
should be verified.
Updating System Data Using the Send Data to Voice Machine Option
Use the following steps to update the system data using the Send Data to Voice
Machine option.
1. Select Send Data To Voice Machine... from the File menu.
2. Click Yes in the TASKE Voice Administrator dialog box to confirm the
update.
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Defining Test Variables
Dynamic phrase test values are used in the playback of messages during the
configuration of the Voice ToolBox. For instance, when real-time information is not
available, but a user is configuring a message that includes the Dynamic System
Phrase for the number of calls waiting, the message can still be tested. When the
message is tested, the user hears the value input in the Calls Waiting field of the
Dynamic Phrase Test Values dialog box instead of a real-time value.
Select Set Dynamic System Variable Values... from the Edit menu to open the Dynamic
Phrase Test Values dialog box. Input the values in the fields of the dialog box as
required and click OK to accept the values and close the dialog box.
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Using the Messages Window
The Messages Window is the interface for the construction of voice messages. Voice
messages can contain any of the pre-defined .wav files included with the Voice Toolbox
application or users can create custom .wav files.
The .wav files are drawn from the \\taske\VoiceData directory on the PC where the
Voice Server is installed. There are two folders in this directory that contain sound files:
System and User.
The System folder contains .wav files that are used for the creation of dynamic system
phrases and the sound files for the prompts supervisors hear during remote
programming of the Voice ToolBox. Many of the files in the System folder are useful for
the creation of voice messages, however, due to the required file naming structure for
system sounds, the files are difficult to identify. For easier file identification, the files are
grouped by theme on the System Sounds tab of the Messages window.
The User folder contains the .wav files that are most commonly used to create a
message. Place custom .wav files in the User directory to make them available to the
Voice ToolBox. The sounds from the User folder are available for message creation on
the User Sounds tab of the Messages window.
Messages Window Components
The Messages window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Messages window lists the messages. Select a message
from the list for editing or deletion. When selected, a message is highlighted in
blue and its details can be viewed and edited in the record edit area.
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Toolbar
The toolbar in the Messages window is used to create and name new messages,
edit existing messages, and delete messages no longer needed.
Record Edit Area
The record edit area of the Messages window provides the platform and the
sound files for the construction of voice messages. This area is used to define
new voice messages and to edit existing messages. The window in the left side
of the record edit area is the message platform. This section is where messages
are created by inserting sound files and arranging them logically. The window in
the right side of the record edit area houses three tabs that contain the sound
files available for message creation.
Using the Tools of the Messages Window
The following descriptions provide instruction on how to use the tools of the
Messages window that are required for the creation of messages.
Message Platform - The message platform is the window located on the right
side of the record edit area. The message platform contains a grid that lists
sound files in the first column and the play duration of the file in the second
column. These files combine to create a voice message. The files are played in
the order they are listed from top to bottom. Use the up and down arrows to the
right of the message platform to reorder the files.
Inserting Sound Files in a Message - Select a sound file from the User
Sounds, System Sounds, or Dynamic System Phrase tab and click the
insert button to add the file to the message platform.
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Re-arranging Sound Files in a Message - Select a sound file in the
message platform and use the up and down buttons located to the left of
the message platform to change the order of the file in relation to the
other files in the list. The sound files in the message platform are played
in order, beginning at the top and ending with the last sound file in the list.
Playing Messages and Sound Files - Click the play button under the
message platform to play the voice message (all sound files in the list). It
is not necessary to have a sound file selected to play the message.
To play a sound file from one of the tabs, select a sound file from the User
Sounds tab or System Sounds tab and click the play button below the
tabs to play the sound file. Files cannot be played from the Dynamic
System Phrase tab. These files will play when included in a message on
the message platform.
Deleting Messages from the Message Platform - Select a message in
the message platform and click the Delete Entry button to remove the
message from the message platform.
Stopping Messages and Sound Files - Click the stop button to stop a
message from playing. This button stops messages from the message
platform and sound files from the User Sounds and System Sounds tabs.
User Sounds Tab - The User Sounds tab in the record edit area of the
Messages, Quick Messages, and Decisions windows contain all of the .wav files
located in the \\taske\VoiceData\User directory. The directory contains .wav files
supplied with the TASKE Voice ToolBox and all user defined files must be
placed in this directory for them to be accessible from within the Voice
Administrator application.
System Sounds Tab - The System Sounds tab in the record edit area of the
Messages, Quick Messages, and Decisions windows contain all of the .wav files
located in the \\taske\VoiceData\System directory. This directory houses all of
the files used to create the dynamic system phrases and the sound files for the
prompts supervisors hear during remote programming of the Voice ToolBox.
System files must be named in the following manner: Sysxxx, where x is a
number between 1 and 9. The system files are grouped by theme on the System
Sounds tab for easy identification.
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Dynamic System Phrase Tab - The Dynamic System Phrase tab in the record
edit area of the Messages and Quick Messages windows contain the dynamic
system phrases provided with the Voice ToolBox. A dynamic system phrase
uses the system sounds to create a message that includes real-time information
such as ACD statistics, the date, or the time.
Several dynamic system phrases are provided on the Dynamic System Phrase
tab of the Messages window. Include dynamic system phrases in a voice
message that include ACD statistics, the date, or the time.
Building a Message
Use the Messages window to construct voice messages using the sound files
provided with the Voice ToolBox, dynamic system phrases, and user defined
.wav files. The positioning of the sound files in the message platform determines
the order the sound files are played.
Steps for Creating a Voice Message
Use the following steps to create a new voice message.
1. Click the Config button to choose Configuration mode.
2. Click the Messages button on the Main Control Panel to view
the Messages window.
3. Click New on the toolbar.
4. Type a message name in the Message Name field.
5. Select a sound file or dynamic system phrase from the User
Sounds, System Sounds, or Dynamic System Phrase tabs. To
listen to the sound before adding it to the message platform
click the play button below the sound tabs.
6. Click the insert button to add the selected sound file to the
message platform.
7. Repeat steps 5 and 6 to add additional sound files to the
message platform.
8. Use the up and down arrow buttons to reorder the sound files
as required.
9. Click the play button below the message platform to test the
message.
10. Click Update on the toolbar to save the new message when
satisfied with the message contents and order.
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Deleting a Message
The Delete button on the toolbar is used to delete voice messages. A message
cannot be deleted if it is referenced anywhere else in the voice plan. All
references to the message must be deleted before the message can be deleted.
Steps for Deleting a Voice Message
Use the following steps to delete a voice message.
1. Click the Config button to choose Configuration mode.
2. Click the Messages button on the Main Control Panel to view
the Messages window.
3. Select the message to delete in the record area of the
Messages window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
6. If the message is not referenced anywhere else in the voice
plan, it is deleted immediately. If the TASKE Voice
Administrator dialog box opens with the statement:
Message Name - Referenced by Voice Plan Element:
Element Name
click OK and search the voice plan for references to the
message and delete them before attempting to delete the
message again.
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Using the Auto-attendants Window
The Auto-attendants window provides an interface for the creation and modification of
auto-attendants. An auto-attendant is able to route calls and determine which messages
to play based on the digits dialed by a caller.
By configuring a voice channel as an auto-attendant and assigning an auto-attendant
script to the channel, it is able to accept DTMF digits (dual-tone-multi-frequency digits,
also known as touch-tone) from the caller and route the caller to the desired area of the
call center based on the conditions outlined in the auto-attendant and the other voice
plan components.
Auto-attendants Window Components
The Auto-attendants window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Auto-attendants window lists the defined auto-attendants.
Select an auto-attendant from the list for editing or deletion. When selected, an
auto-attendant is highlighted in blue and its details can be viewed and edited in
the record edit area.
Toolbar
The toolbar in the Auto-attendants window is used to create and name new autoattendants, save new auto-attendants and edits to existing auto-attendants, and
delete auto-attendants no longer needed.
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Record Edit Area
The record edit area of the Auto-attendants window provides the tools and the
platform for defining auto-attendants. This area is used to define new autoattendants and to edit the auto-attendants already defined.
Using the Node List and Properties Window
The auto-attendant node list is the platform for designing auto-attendants. Use
the auto-attendant node tools, located to the right of the auto-attendant node list,
to add nodes to the auto-attendant and the corresponding node properties
windows to define the parameters for each node.
The delete tool located to the right of the node list deletes the selected
node in the node list and all nodes that branch directly from that node.
Select a node in the auto-attendant node list and click the delete node button to
remove the node and all subordinate nodes. Clicking the delete node button
opens the TASKE Voice Administrator dialog box which states:
Deleting the selected node will also remove any child nodes. Do you wish to
continue?
Click Yes to delete the selected node and all subordinate nodes, or No to
abandon the procedure.
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The node properties window is located below the node list. The content of the
auto-attendant node properties window varies according to the type of node
selected in the auto-attendant node list. There is a properties window for each of
the node types. Use the node properties windows to define the settings for each
node. Refer to the Auto-attendants Node Descriptions section for information on
the node types and how to define the properties for each type of node.
Play Node Properties
Get Digit Node Properties
Digit Node Properties
Dial Node Properties
Supervisor Node Properties
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Using Play Nodes
Use the Play node button to insert a play node in the auto-attendant node list. A
play node is inserted in an auto-attendant to provide a message when a caller
reaches that point of the auto-attendant node list. The contents of a play node
can be a message created in the messages window or another auto-attendant.
Insert play nodes beneath ring nodes, other play nodes, digit nodes, dial nodes,
and supervisor nodes. Inserting a play node in the node list opens the play node
properties in the properties window of the record edit area. The settings for the
play node are defined in the properties window. These settings define the
message for the play node and the conditions required for it to play.
Defining Play Node Properties
Enable the Named radio button to select a
message or auto-attendant from the tabs in the
right side of the record edit area. To input a
message or auto-attendant in a play node,
select the desired file and click the play node button in the Play properties
window.
Select the Digits radio button to have the auto-attendant select a sound file
(.wav) to play that is based on the digits dialed in the above dial node. This
option is primarily used to access the system sound files. The system sound files
are located in the \\taske\VoiceData\System directory. System files must be
named in the following manner: Sysxxx, where x is a number between 1 and 9.
To acc/ess one of these files using the digits dialed by the caller, the file must be
named by adding a prefix, postfix, and suppressing digits as required. For
instance, to have the play node use the SYS999.wav file, when the digit dialed by
the caller was 9, input SYS9 in the Pre field, input 9 in the Post field, and nothing
in the Suppress field. This creates the filename SYS999.wav by combining the
prefix of SYS9 with the 9 dialed by the caller and the postfix of 9.
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Selecting Play Node Content
The content for the play nodes is located in the Messages tab and the Autoattendants tab.
Messages Tab - the Messages tab in the Auto-attendants window displays all of
the messages created in the Messages window. Use the messages by inserting
them into the play nodes of an auto-attendant.
Use the following steps to insert a message from the Messages tab into a play
node.
1. Select the play node in the auto-attendant node list.
2. Select the Named radio button in the Play properties window.
3. Select the desired message from the Messages tab in the Autoattendant window.
4. Click the play node button in the Play properties window to insert the
Message into the play node. The name of the Message appears in the
field beside the Named radio button.
Auto-attendants Tab - the Auto Attendants tab in the Auto-attendants window
displays all of the auto-attendants defined in the Auto-attendants window except
for the one that is currently selected. Insert an auto-attendant in a play node of
the selected auto-attendant to use it and its associated messages when a caller
reaches it in the auto-attendant node list. The currently selected auto-attendant is
not displayed in the Auto Attendant tab to prevent users from attempting to nest
the auto-attendant onto itself.
Use the following steps to insert an auto-attendant in a play node.
1. Select the play node in the auto-attendant node list.
2. Select the Named radio button in the Play properties window.
3. Select the desired auto-attendant from the Auto-attendants tab in the
Auto-attendant window.
4. Click the play node button in the Play properties window to insert the
auto-attendant into the play node. The name of the auto-attendant
appears in the field beside the Named radio button..
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Using Get Digit Nodes
A Get Digits node prepares the auto-attendant to receive dialed digits from
the caller. Every time a Get Digits node is inserted into an auto-attendant
node list, a default Digit node is also inserted. Insert additional Digit nodes below
the Get Digits node as required.
The default Digit node prompts the auto-attendant to move to the next action in
the auto-attendant node list. For instance, under the Get Digits node there may
be two Digit nodes: the default Digit node and a Digit node that expects the caller
to dial a 1. If the caller dials anything but a 1 at this point in the auto-attendant
tree, it uses the default Digit node.
When a Get Digits node is selected in the auto-attendant node list, the node
properties window displays the property settings for the node.
Defining Get Digit Node Properties
The only property setting for the Get Digit node
determines the state of the input digit buffer.
Enable the Clear Digit Buffer? check box to
clear the input digit buffer before the message
is played or disable the check box to have the numbers remain in the buffer for
later use.
Using Digit Nodes
A Digit node identifies the dial string a caller enters to route the call to a
specific person or department. Every time a Get Digits node is inserted into
the auto-attendant node list a default Digit node is also inserted. Insert additional
Digit nodes below the Get Digits node as required.
The default Digit node prompts the auto-attendant to move to the next action in
the auto-attendant node list. For instance, under the Get Digits node there may
be two Digit nodes: the default Digit node and a Digit node that expects the caller
to dial a 1. If the caller dials anything but a 1 at this point in the auto-attendant
tree, it uses the default Digit node.
When a Digit node is selected in the auto-attendant node list, the node properties
window displays the property settings for the node.
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Defining Digit Node Properties
The only property setting for the Digit node is
the identification of the dial string. Input a
specific dial string or combine digits with
wildcards when there are several dialing
possibilities for the caller. For instance, input 8NNN to tell the Voice ToolBox that
the call can be routed after the fourth digit is entered, when the first digit dialed is
an 8. If, on the other hand, only an 8 was identified for the dial string, the call
would be routed the moment the caller dialed the 8.
Using Dial Nodes
A Dial node provides the Voice ToolBox with the dial string that it must use
to route the call based on the digits dialed by the caller. When a Dial node
is selected in the auto-attendant node list, the node properties window displays
the property settings for the node. The node properties window for the Dial node
requires the dial string for routing the call. There are two types of dial strings for a
Dial node: Static and Dynamic. Select only one type of dial string for each Dial
node.
Defining Dial Node Properties
To create a Static dial string, enable the Static
radio button and input a dial string in the field to
the right. The dial string may include special
characters such as & and , to perform functions
in the PBX. For instance, the & in a dial string tells the channel to go "off hook"
so the number can be dialed, whereas, the , creates a 5 second delay. Therefore
the dial string &,,5900 takes the channel "off hook" waits 10 seconds and then
dials the numbers 5900.
To create a Dynamic dial string, enable the Dynamic radio button and input
characters in the Pre, Post, and Suppress fields as required. A Dynamic dial
string uses the digits dialed by the caller and adds characters identified in the Pre
field to the start of the string, adds characters identified in the Post field to the
end to the dial string, and suppresses any digits dialed that are identified in the
Suppress field. For instance if the caller dialed 5900 and the user wants the call
to be routed to extension 5923, the user creating a Dynamic dial node can input
&,, in the Pre field to take the channel "off hook" and wait 10 seconds, input the
numbers 23 in the post field, and input the number 00 in the suppress field to
have the Voice ToolBox route the call to extension 5923. The formula for this
type of dial string is: Prefix + (Digits Dialed - Digits to Suppress) + Postfix.
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Using Supervisor Nodes
Insert a Supervisor node into an auto-attendant to route supervisors to the
supervisor channel. Supervisors can perform remote programming from the
supervisor channel.
Defining Supervisor Node Properties
There are no properties associated with this type of auto-attendant node. See
Remote Programming Using the Supervisor Channel in the TASKE Voice
ToolBox section of the online help for further information on programming the
Voice ToolBox using the supervisor channel.
Defining Auto-attendants
An auto-attendant is able to route calls and determine which messages to play
based on the digits dialed by a caller. The node combinations in an autoattendant are completely dependant on the user. The following is only one
example of the combinations available.
Steps to Define an Auto-attendant
Use the following steps to create a new auto-attendant.
1. Click the Config button to choose Configuration mode.
2. Click the AA (Auto-attendant) button on the Main Control Panel
to view the Auto-attendants window.
3. Click New on the toolbar.
4. Type a name for the auto-attendant in the Auto-attendant field.
5. Click the Play node button to insert a Play node in the autoattendant node list. This prompts the auto-attendant to play the
message associated with the Play node when the voice
channel rings. An example of a message a Play node may
deliver is: Welcome, press 1 for Technical Support or 2200 for
Sales.
6. Set the Play node properties in the Play properties window.
See Using Play Nodes for information on setting the properties
for a Play node.
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7. Click the Get Digits node button to insert a Get Digits node and
the default Digit node below the Play node in the autoattendant node list.
8. Set the Get Digits node properties in the Get Digit properties
window. See Using Get Digit Nodes for information on setting
the properties for a Get Digits node.
9. Click the Digit node button to add a Digit node above the
default Digit node.
10. Input 1 in the String field of the Digit properties window (see
the example message in step 5). See Using Digit Nodes for
information on setting the Digit node properties.
11. Click the Dial node button to insert a Dial node below the Digit
node in the auto-attendant node list.
12. Set the Dial node properties in the Dial properties window.
Ensure that the Dial string accesses Technical Support (see
the message in step 5). See Using Dial Nodes for information
on setting the Dial node properties.
13. Select the Get Digits node and repeat step 9 to add another
Digit node.
14. Input 2NNN in the String field of the Digit properties window
(see the message in step 5). The NNN tells the Voice ToolBox
not to route the call until an additional 3 digits are dialed after
the 2.
15. Repeat step 11 to add a Dial node below the Digit node.
16. Set the Dial node properties in the Dial properties window.
Ensure that the Dial string accesses Sales (see the message in
step 4).
17. Click Update on the toolbar to save the new auto-attendant.
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Deleting Auto-attendants
The Delete button on the toolbar of the Auto-attendants window deletes the autoattendant selected in the record area of the window. It is only possible to delete
an auto-attendant that is not referenced elsewhere in the voice plan. If an autoattendant is referenced anywhere else in a voice plan, all references must be
removed prior to deleting the auto-attendant.
Steps to Delete an Auto-attendant
Use the following steps to delete an auto-attendant.
1. Click the Config button to choose Configuration mode.
2. Click the AA (Auto-attendant) button on the Main Control
Panel to view the Auto-attendants window.
3. Select the auto-attendant to delete in the record area of the
Auto-attendants window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
6. If the auto-attendant is not referenced anywhere else in the
voice plan, it is deleted immediately. If the TASKE Voice
Administrator dialog box opens with the statement:
Auto-attendant Name - Referenced by Voice Plan Element:
Element Name
click OK and search the voice plan for references to the autoattendant and delete them before attempting to delete the
auto-attendant again.
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Using the Day Plans Window
The Day Plans window is accessed by clicking the Day Plans button on the Main
Control Panel. This window is used to partition a 24-hour period and apply an autoattendant to each partition.
This process breaks the call center day into segments and allows different messages to
be applied to different times of the day. Once defined, the day plans are applied to
specific days of the week or special days in the Scripts window.
Day Plans Window Components
The Day Plans window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Day Plans window lists each of the defined day plans with
its day plan type. Select a day plan from the list for editing or deletion. When
selected, a day plan is highlighted in blue and its details can be viewed and
edited in the record edit area.
Toolbar
The toolbar in the Day Plans window allows users to create and name new day
plans, edit existing day plans, and delete day plans no longer needed.
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Record Edit Area
The record edit area of the Day Plans window is the interface for defining the
time segments of a day plan. This area is used to define new time segments,
delete time segments, and to edit the existing time segments of a day plan.
Using the Tools of the Day Plans Window
The following descriptions provide instruction on how to use the tools of the Day
Plans window that are required for the creation of day plans.
Day Plans Platform - The day plans platform is located in the record edit area of
the Day Plans window. This area provides a table where the time segments of
the day plans are displayed with their associated decisions. Click on the hour or
minute field of a time segment in either the From or To columns of the table to
edit the time. Click the down-arrow in the Decision column to assign an autoattendant to the time segment.
Setting the Start Time for a Time Segment - The From column in the record
edit area of the Day Plans window defines the starting time for a day plan time
segment. The time in the From column for the first time segment of a day plan
must be 00:00. Each day plan must encompass a 24-hour period, beginning with
00:00 and ending with 23:59.
To set the starting hour of a time segment, click the hour field in the From
column and type a value between 00 and 23. To set the starting minute of a time
segment, click the minute field in the From column and type a value between 00
and 59.
Setting the End Time for a Time Segment - The To column in the record edit
area of the Day Plans window defines the ending time for a day plan time
segment. The time in the To column for the last time segment of a day plan must
be 23:59. Each day plan must encompass a 24-hour period, beginning with
00:00 and ending with 23:59.
To set the ending hour of a time segment, click the hour field in the To column
and type a value between 00 and 23. To set the ending minute of a time
segment, click the minute field in the To column and type a value between 00
and 59.
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Applying Auto-attendants to Time Segments - Applying auto-attendants to
the time segments of a day plan creates an association between the time of day,
messages, and call center conditions that may be embedded in the messages.
The Voice Server searches the day plan configuration for a time segment that
matches the current time. It then searches the auto-attendant associated with
the time segment for the appropriate message to play.
Adding Segments to a Day Plan - Click the Add Entry button to add a
new time segment to the day plan in the day plans platform.
Deleting Day Plan Segments from the Day Plans Platform - Select a
time segment in the day plans platform and click the Delete Entry button to
remove the time segment from the day plans platform.
Defining Day Plans
Use the Day Plans window to apply auto-attendants to specific segments of a 24hour period. A day plan must begin with 00:00 and end with 23:59. The minimum
size of a day plan segment is 1 minute while the maximum size is 24-hours. A
default day plan is automatically created in the Day Plans window.
Steps for Creating a Day Plan
Use the following steps to create a new day plan.
1. Click the Config button to choose Configuration mode.
2. Click the Day Plans button on the Main Control Panel to view
the Day Plans window.
3. Click New on the toolbar.
4. Type a day plan name in the Day Plan Name field.
5. Click the Add Entry button twice to add a second and third time
segment to the day plan.
6. Set the start time for each time segment in the From column.
7. Set the end time for each time segment in the To column.
8. Select an auto-attendant for each time segment from the Autoattendant column.
9. Click Update on the toolbar to save the new day plan when
satisfied with the day plan contents.
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Deleting a Day Plan
The Delete button on the toolbar of the Day Plans window deletes the day plan
selected in the record area of the window. It is only possible to delete a day plan
that is not referenced elsewhere in the voice plan. If a day plan is referenced
anywhere else in a voice plan, all references must be removed prior to deleting
the day plan.
Steps for Deleting a Day Plan
Use the following steps to delete a day plan.
1. Click the Config button to choose Configuration mode.
2. Click the Day Plans button on the Main Control Panel to view
the Day Plans window.
3. Select the day plan to delete in the record area of the Day
Plans window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
6. If the day plan is not referenced anywhere else in the voice
plan, it is deleted immediately. If the TASKE Voice
Administrator dialog box opens with the statement:
Day Plan Name - Referenced by Voice Plan Element: Element
Name
click OK and search the voice plan for references to the day
plan and delete them before attempting to delete the day plan
again.
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Using the Days Window
The Days window is accessed by clicking the calendar icon on the main control
panel. Use this window to identify special days that require unique messages.
Special days are included in a voice plan using the Scripts window. A special day is
included in a script and associated with messages through the assignment of a day
plan.
Days Window Components
The Days window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record Area
The record area of the Days window lists the defined special days that require
specific messages. Select a special day from the list for editing or deletion. When
selected, a special day is highlighted in blue and its details are viewable and
editable in the record edit area.
Toolbar
The toolbar in the Days window is used to create and name new special days,
edit existing special days, and delete special days no longer needed.
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Record Edit Area
The record edit area of the Days window is the interface for defining and editing
the special days. Define Specific dates or Reference Dates and type a
description of the date for easy identification in the record area.
Defining Specific Dates
Use the Days window to define special days or groups of days throughout the
year that require specific messages. A special day is defined as a specific date
when it applies to a particular calendar date. For instance, Christmas is a specific
date because it falls on the 25th of December every year.
Steps for Creating a Specific Date
Use the following steps to create a new specific date for a special day.
1. Click the Config button to choose Configuration mode.
2. Click the Days button (calendar icon) on the Main Control
Panel to view the Days window.
3. Click New on the toolbar.
4. Type a name in the Day Name field for the new day or group
of days.
5. Enable the Specific radio button to define a specific calendar
date or a group of dates.
6. Click on the numeric day of the month and use the up and
down arrows to select the day of the month.
7. Click on the month and use the up and down arrows to select
the month.
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8. Use the up and down arrows in the day(s) field to define the
number of days the period encompasses, beginning with the
selected date.
9. Click in the Description field and type a description for the day
or group of days.
10. Click Update on the toolbar to save the new day, or group of
days.
Defining Reference Dates
Use the Days window to define special days or groups of days throughout the
year that require specific messages. A special day is defined as a reference date
when it applies to an event that falls on the same day of the week, in the same
month, every year. A date like Father's Day is considered to be a reference date
because it is defined by its occurrence on the third Sunday in June each year.
Steps for Creating a Reference Date
Use the following steps to create a new specific date for a special day.
1. Click the Config button to choose Configuration mode.
2. Click the Days button (calendar icon) on the Main Control
Panel to view the Days window.
3. Click New on the toolbar.
4. Type a name in the Day Name field for the new day or group of
days.
5. Enable the Reference radio button to define a reference date
or a group of dates.
6. Click the down arrow in the first field to the right of the
Reference radio button to select the reference day within the
month. The selections in this list are First, Second, Third,
Fourth, or Last. These adjectives refer to specific days of the
week within a specific month. For instance, it may be referring
to the first Friday in June.
7. Click on the day of the week and use the up and down arrows
to select a day.
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8. Click on the month and use the up and down arrows to select a
month.
9. Use the up and down arrows in the day(s) field to define the
number of days the period will encompass, beginning with the
selected date.
10. Click in the Description field and type a description for the day
or group of days.
11. Click Update on the toolbar to save the new day, or group of
days.
Deleting Special Days
The Delete button on the toolbar of the Days window deletes the special day
selected in the record area of the window. It is only possible to delete special
days that are not referenced elsewhere in the voice plan. If a special day is
referenced anywhere else in a voice plan, all references must be removed prior
to deleting the special day.
Steps for Deleting a Special Day
Use the following steps to delete a voice message.
1. Click the Config button to choose Configuration mode.
2. Click the Days button (calendar icon) on the Main Control
Panel to view the Days window.
3. Select the special day to delete in the record area of the Days
window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
6. If the special day is not referenced anywhere else in the voice
plan, it is deleted immediately. If the TASKE Voice
Administrator dialog box opens with the statement:
Day Name - Referenced by Voice Plan Element: Element
Name
click OK and search the voice plan for references to the special
day and delete them before attempting to delete the special
day again.
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Using the Scripts Window
The Scripts window is accessed by clicking the Scripts button on the Main Control
Panel. This window is used to apply day plans to the days of the week and to special
days.
This process produces associations between the day of the week, the time of day,
messages, and call center conditions by creating links between a script, a day plan, and
a decision.
Scripts Window Components
The Scripts window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record Area
The record area of the Scripts window lists the defined scripts. Select a script
from the list for editing or deletion. When selected, a script is highlighted in blue
and its details can be viewed and edited in the record edit area.
Toolbar
The toolbar in the Scripts window is used to create and name new scripts, edit
existing scripts, and delete scripts no longer needed.
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Record Edit Area
The record edit area of the Scripts window provides the interface for the
application of day plans to the days of the week or to special days. Together,
these days and their associated day plans create a script. The record edit area is
used to add days to a script and to edit the days that have already been defined
for an existing script.
Using the Tools of the Scripts Window
The following descriptions provide instruction on how to use the tools of the
Scripts window that are required for the creation of scripts.
Script Platform - The script platform is located in the record edit area of the
Scripts window. This area provides a table that displays the script entries. To edit
or delete a script entry, other than the default entry, select the script entry from
the table by clicking in one of its table fields.
Selecting a Day for a Script Entry - The Day column of the Scripts window
assigns days of the week or special days to script entries. Click the down-arrow
in each row of the Day column and select a weekday or special day from the
drop-down list. Each day in the list can only appear in a script once.
The first entry in every script is the default entry. The default day plan is
automatically applied to the default script entry. This script entry is used when no
other script entries are present, or when the existing script entries do not apply to
the current conditions.
Selecting a Day Plan for a Script Entry - The Day Plan column of the Scripts
window assigns day plans to the script entries. Click the down-arrow in each row
of the Day Plan column and select a day plan from the drop-down list.
Adding Segments to a Day Plan - Click the Add Entry button to add a new
time segment to the day plan in the day plans platform.
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Deleting Day Plan Segments from the Day Plans Platform - Select a time
segment in the day plans platform and click the Delete Entry button to remove
the time segment from the day plans platform.
Defining a Script
Use the Scripts window to create scripts that apply day plans to the days of the
week or to special days. When a new script is created, a default entry is
automatically added that uses the default day plan for the script type. Use each
day of the week or special day only once in each script.
Steps for Creating a Script
Use the following steps to create a new script.
1. Click the Config button to choose Configuration mode.
2. Click the Scripts button on the Main Control Panel to view the
Scripts window.
3. Click New on the toolbar.
4. Type a script name in the Script Name field.
5. Click the Add Entry button to add a new script entry.
6. Click in the Day column for the entry and select a day of the
week.
7. Click in the Day Plan column for the entry and select a day
plan.
8. Repeat steps 5 to 7 to define additional script entries.
9. Click Update on the toolbar to save the new script when
satisfied with the script contents.
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Deleting a Script
The Delete button on the toolbar of the Scripts window deletes the script selected
in the record area of the window. It is only possible to delete scripts not
referenced elsewhere in a voice plan. If a channel references the script in the
Channels window, the reference must be deleted from the Channels window
prior to deleting the script.
Steps for Deleting a Script
Use the following steps to delete a script.
1. Click the Config button to choose Configuration mode.
2. Click the Scripts button on the Main Control Panel to view the
Scripts window.
3. Select the script to delete in the record area of the Scripts
window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
6. If the script is not referenced anywhere else in the voice plan, it
is deleted immediately. If the TASKE Voice Administrator
dialog box opens with the statement:
Script Name - Referenced by Voice Plan Element: Element
Name
click OK and search the voice plan for references to the script
and delete them before attempting to delete the script again.
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Using the Channels Window
The Channels window is accessed by clicking the Channels button on the Main Control
Panel. This window is used to configure the voice channels and complete voice plans
through the application of scripts to the channels.
A voice channel is an output point for audio messages on a Dialogic voice card.
Depending on the number of Dialogic cards installed, a PC can support 16 to 64 voice
channels. When configuring a channel in the Voice Administrator, an unique address
number from 1 to 255 is required. Using the address number, the Voice ToolBox
application maps messages to the correct voice channels.
Channels Window Components
The Channels window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record Area
The record area of the Channels window lists the defined channels with their
channel numbers, types, and associated scripts. Select a channel from the list for
editing or deletion. When selected, a channel is highlighted in blue and its details
can be viewed and edited in the record edit area.
Toolbar
The toolbar in the Channels window is used to create and name new channels,
save new channels and edits to existing channels, and delete channels no longer
needed.
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Record Edit Area
The record edit area of the Channels window provides the interface for
configuring voice channels. The record edit area is used to assign scripts to voice
channels and to define voice channel parameters.
Defining a Voice Channel
Use the Channels window to configure the voice channels and complete voice
plans through the application of scripts to the channels.
Steps for Creating a Voice Message
Use the following steps to create a new voice message.
1. Click the Config button to choose Configuration mode.
2. Click the Channels button on the Main Control Panel to view
the Channels window.
3. Click New on the toolbar.
4. Select a channel type from the Channel Parameters dialog
box. Once the channel type is selected, it cannot be changed.
5. Assign a channel number in the Channel field of the Channel
Parameters dialog box.
6. Click OK to accept the channel parameters and close the
dialog box.
7. Type a channel name in the Channel Name field.
8. Select a message from the Pre-Message field of the record edit
area if desired.
9. Select a script from the Script field of the record edit area.
10. Select a message from the Post-Message field of the record
edit area if desired.
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11. Select a Queue from the Queue drop-down list in the record
edit area.
12. Input an extension number in the Extension field of the record
edit area if desired.
13. Click Update on the toolbar to save the new channel.
Setting Channel Parameters
Open the Channel Parameters dialog box by clicking the New button on the
toolbar of the Channels window. This dialog box allows users to define the
channel type and channel number.
Selecting a Channel Type
Select the radio button of the desired channel type in the Channel Parameters
dialog box. There are two channel types:
•
AA (Auto-attendant) channels wait for the channel to ring, answer the
call, and depending on the configuration, proceed to play a message, get
DTMF digits from the caller, or dial a string of digits.
•
Supervisor channels wait for the channel to ring, answer the call, and
prompt the caller for a password. The password accesses a series of
menus that remotely configure and control the Voice ToolBox.
Defining a Channel Number
Select a channel number in the Channel field of the Channel Parameters dialog
box. Use the spin control to select the channel number or type the number into
the box. The channel number can be any number between 1 and 255. Ensure
that the channel number does not conflict with any other channels.
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Properties of a Voice Channel
The record edit area of the Channels window provides an interface for defining or
editing the properties of a voice channel. Refer to the descriptions below for
information on the properties of a voice channel.
Channel Type Configure each voice channel to one of the following two
types:
AA (Auto-attendant) channels wait for the channel to ring,
answer the call, and depending on the configuration, proceed
to play a message, get DTMF digits from the caller, or dial a
string of digits.
Supervisor channels wait for the channel to ring, answer the
call, and prompt the caller for a password. The password
accesses a series of menus that remotely configure and
control the Voice ToolBox.
Pre-Message The Pre-Message field in the record edit area of the Channels
window allows users to select a message for the voice channel
to play before the messages associated with the script are
played. This field uses the messages created in the Messages
window. Leave the field blank if a pre-message is not required.
Script
Use the Script field to apply a script to the channel. A script
applies day plans to the days of the week and to special days.
This process produces associations between the day of the
week, the time of day, and the call center conditions by
creating a link between a script, a day plan, and a decision or
auto-attendant. This final step links those associations to a
voice channel.
Apply AA scripts to AA (auto-attendant) channels only.
Supervisor channels do not accept script associations.
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Post-Message The Post-Message field allows users to select a message for
the voice channel to play after the messages associated with
the script have played. This field uses the messages created in
the Messages window. Leave the field blank if a post-message
is not required.
Queue
Extension
Use the Queue field in the record edit area of the Channels
window to apply the voice channel and associated script to a
Queue. A Queue is a dialable number that accesses a group of
answering positions (agents or extension groups). When a
caller enters the Queue the voice channel plays the messages
associated with its script.
Input an extension number in the Extension field in the record
edit area of the Channels window to identify the extension
number dialed when a caller enters the queue for the voice
channel. This field is used solely to provide information to the
user.
Deleting a Voice Channel
The Delete button on the toolbar of the Channels window deletes the channel
selected in the record area of the window.
Steps for Deleting a Voice Channel
Use the following steps to delete a voice message.
1. Click the Config button to choose Configuration mode.
2. Click the Channels button on the Main Control Panel to view
the Channels window.
3. Select the channel to delete in the record area of the Channels
window.
4. Click the Delete button on the toolbar.
5. Click Yes in the TASKE Voice Administrator dialog box to
acknowledge the deletion.
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Remote Programming
A Supervisor channel allows an administrator to remotely configure the Voice ToolBox,
including changing and recording voice messages, from a touch tone telephone.
A Supervisor channel is enabled in one of two ways:
•
creating a Supervisor channel in the Channels window of the Voice Administrator
•
add a Supervisor node in the auto-attendant node list of an auto-attendant
channel.
To remotely administer voice messaging, an administrator must know the extension of a
dedicated Supervisor channel or the path that leads to a Supervisor node in an autoattendant node list. The Supervisor channel provides the administrator with a group of
menus that lead the administrator through the programming process. Following is an
illustration of the introductory menu.
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Accessing System Messaging
Menu # 1 provides options an option that leads to menus for reviewing and
recording voice messages.
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Reviewing the System Message
The Review the System Message menu provides the functionality for reviewing
and recording the messages currently programmed for a channel.
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Recording Messages
The Record Message menu allows a user to record a message and to access
Menu # 2 for reviewing, re-recording, and saving the recorded message.
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Reviewing, Re-recording, and Saving Messages
Menu # 2 allows a user to review, re-record, and save a recorded message.
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Identifying System Sounds
The System Sounds Tab is located in the record edit area of each of these windows in
the Voice Administrator application. To aid in the identification of the contents of the
sound files on this tab, refer to the table below. The table contains 176 references, one
for each of the sound files in the System Sounds Tab. Each sound in the table is named
as it is named on the System Sounds tab, in the format SYSXXX where X is a numeric
value from 0 to 9.
Sound Name
Statement
Sys000
Testing: one, two, three
Sys001
Zero
Sys002
One
Sys003
Two
Sys004
Three
Sys005
Four
Sys006
Five
Sys007
Six
Sys008
Seven
Sys009
Eight
Sys010
Nine
Sys011
Ten
Sys012
Eleven
Sys013
Twelve
Sys014
Thirteen
Sys015
Fourteen
Sys016
Fifteen
Sys017
Sixteen
Sys018
Seventeen
Sys019
Eighteen
Sys020
Nineteen
Sys021
Twenty
Sys022
Thirty
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Sound Name
Statement
Sys023
Forty
Sys024
Fifty
Sys025
Sixty
Sys026
Seventy
Sys027
Eighty
Sys028
Ninety
Sys029
Hundred
Sys030
Thousand
Sys031
January
Sys032
February
Sys033
March
Sys034
April
Sys035
May
Sys036
June
Sys037
July
Sys038
August
Sys039
September
Sys040
October
Sys041
November
Sys042
December
Sys043
Tomorrow
Sys044
Yesterday
Sys045
Today
Sys046
A.M.
Sys047
P.M.
Sys048
Star
Sys049
Pound
Sys050
Goodbye
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Sound Name
Statement
Sys051
Minus
Sys052
And
Sys053
More than nine
Sys054
Cents
Sys055
Dollars
Sys056
Seconds
Sys057
Minutes
Sys058
Hours
Sys059
Pause
Sys060
Flash
Sys061
Call
Sys062
Good morning
Sys063
Good afternoon
Sys064
Good evening
Sys065
Point
Sys066
That was not a valid entry
Sys067
Million
Sys068
A
Sys069
B
Sys070
C
Sys071
D
Sys072
E
Sys073
F
Sys074
G
Sys075
H
Sys076
I
Sys077
J
Sys078
K
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Sound Name
Statement
Sys079
L
Sys080
M
Sys081
N
Sys082
O
Sys083
P
Sys084
Q
Sys085
R
Sys086
S
Sys087
T
Sys088
U
Sys089
V
Sys090
W
Sys091
X
Sys092
Y
Sys093
Z (zed)
Sys094
Z (zee)
Sys095
First
Sys096
Second
Sys097
Third
Sys098
Fourth
Sys099
Fifth
Sys100
Sixth
Sys101
Seventh
Sys102
Eighth
Sys103
Ninth
Sys104
Tenth
Sys105
Eleventh
Sys106
Twelfth
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Sound Name
Statement
Sys107
Thirteenth
Sys108
Fourteenth
Sys109
Fifteenth
Sys110
Sixteenth
Sys111
Seventeenth
Sys112
Eighteenth
Sys113
Nineteenth
Sys114
Twentieth
Sys115
Thirtieth
Sys116
Fortieth
Sys117
Fiftieth
Sys118
Sixtieth
Sys119
Seventieth
Sys120
Eightieth
Sys121
Ninetieth
Sys122
Hundredth
Sys123
Thousandth
Sys124
Millionth
Sys125
Space
Sys126
Hundred
Sys127
Thousand
Sys128
Million
Sys129
Twenty-one
Sys130
Thirty-one
Sys131
Forty-one
Sys132
Fifty-one
Sys133
Sixty-one
Sys134
Seventy-one
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Sound Name
Statement
Sys135
Eighty-one
Sys136
Ninety-one
Sys137
One
Sys138
One
Sys139
Welcome to the TASKE Voice ToolKit.
Sys140
Please enter your supervisor password.
Sys141
Please enter the emergency authorization password.
Sys142
That is an invalid password.
Sys143
To review a system message, press 1. To exit, press the star key.
Sys144
To review a system message, press 1. To review the emergency
status, press 5. To review emergency messaging, press 9. To exit,
press the star key.
Sys145
To confirm setting emergency mode on all channels, press 9.
Sys146
To review the emergency message, press 1. To record a new
emergency message, press 3. To review the emergency status,
press 5. To disable emergency mode on all channels, press 7. To
enable emergency mode on all channels, press 9. To return to main
menu, press star.
Sys147
Begin recording your message after the tone. Press any key to end
the recording.
Sys148
TASKE VoiceKit system error.
Sys148b
TASKE VoiceKit system error. The message phrase for this channel
cannot currently be accessed.
Sys149
does not exist
Sys150
Please enter the two-digit message number in the range of 00 to 99.
Sys151
Please enter the three-digit message number in the range of 000 to
999.
Sys152
Please enter the four-digit message number in the range of 0000 to
9999.
Sys153
The message number
Sys154
is invalid
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Sound Name
Statement
Sys155
There are not enough system resources to continue with your
request.
Sys156
This message cannot be accessed, please select another message
number.
Sys157
The TASKE Voice ToolKit is calling you.
Sys158
Please use the TASKE configuration tool to select the voice files to
play or record.
Sys159
Please use the TASKE configuration tool to select the voice files to
play.
Sys160
To record this message, press 3. To return to the main menu press
star.
Sys161
Message number
Sys162
exists
Sys162b
exist
Sys163
To play this message, press 1. To re-record this message, press 3.
To save this message, press 5. To return to the main menu, press
star.
Sys164
To return to the main menu without saving the recorded message,
press star. To return to the current menu press any key.
Sys165
To confirm saving this message, press 5.
Sys166
Saved.
Sys167
The TASKE Voice ToolKit is currently busy, please call again later.
Sys168
Please try again.
Sys169
To re-enter the password, press 1. To return to the main menu ,
press star.
Sys170
The TASKE Voice ToolKit is now in
Sys171
Normal mode
Sys172
Emergency mode
Sys173
The message phrase for this channel cannot currently be accessed.
Sys174
Please contact the TASKE Voice ToolKit system Administrator.
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Glossary of Terms
Term
Definition
Abandoned Call
A caller terminates the call before an agent can answer.
ABSBH
Average Busy Season Busy Hour
Account Code
A number assigned to departments, projects, devices, telecom
services, and employees for cost tracking purposes.
ACD
Automatic Call Distribution
ACD Call
Inbound or outbound calls that are handled by an ACD queue.
ACD Call Center
Refers to any host PBX that handles many telephone calls of a
similar nature.
ACD Queue
The line of calls to be answered.
ACD Record
Event records that are immediately generated when an agent
enters a new call state (such as idle or answer ACD call) and
when an agent activates a feature (such as log in, log out or make
busy). These records are periodically generated to report on a
cumulative group event for an ACD queue (such as the number of
calls waiting, the number of available agents or longest call waiting
time). Agent events are reported on whenever an agent responds
to a call, regardless of whether or not an external trunk is involved
in the call.
ACD Search
Allows a supervisor to view specific real time event records.
Search is based on...
Agent
An employee who answers calls directed to the call center.
Agent Group
A collection of agents who answer calls of a similar nature.
Agent Identifier
A number that represents the agent within the PBX system. This
number is used by the agent to log in and log out of the PBX
system.
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Term
Definition
Agent Report
Shows parameters used to monitor agent activity and
performance. These reports indicate the amount of time an agent
spends on ACD calls, on inbound non-ACD calls, on outgoing
calls, the amount if time an Agent spends in Do Not Disturb and
Make Busy, and the duration of time an Agent is logged in.
Agent Scheduling
The process of scheduling agents to work shifts.
Agent State
May be one of the following: idle, on inbound ACD call, on
outbound or internal call, hold, work time, make busy, DND,
logged out, or indeterminate.
ANI
Automatic Number Identification
ASA
Average Speed of Answer
Baud Rate
Refers to the speed of transmission of a data communication link.
Blocking
Blocking is a term that is used to indicate a call which is
unsuccessful because it cannot find an available trunk.
Busy Hour
The period of the day when the traffic is at its highest. The traffic is
measured over 15, 30, or 60 minute periods throughout the day,
over a ten day period. Each day's busy hour traffic is averaged to
determine the average busy hour. The traffic for all periods over
each of the 10 days is drawn up as a matrix and the busy hour is
identified.
Busy Season
A seasonal variation that produces a large volume of calling traffic.
An example of the busy season may be Christmas.
Call Costing
An application that allows for the apportionment of telecom costs
among departments, projects, and departments.
Call Duration: Agent The aggregate of the talk time and the work time.
Call Duration: Trunk The aggregate of the queue time and the talk time
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Term
Definition
Call Load
Expresses, as a percentage, the proportion of waiting calls to the
number of agents that are currently engaged in ACD calls.
Call Load = 100*(#Calls Waiting / #Agents on ACD Calls)
Call Load Messages A category of messages for the TASKE Sign Application. Call
load messages are used to alert agents and supervisors to a
growing backlog of waiting calls.
Call Load Threshold A user defined parameter to determine when the TASKE Sign
Application will provide the reader board with a call load message
that alerts the staff to a potential backlog of calls.
CCS
Centime Call Seconds or 100 seconds of server time.
CO
Central Office: the local telephone company’s telephone switching
system that allows local access on and off of the PSTN.
Comport
A communication port used to connect external devices to a PC.
Consistent Busy
Hour
Derived by identifying the hour of the day that has the highest
traffic when averaged over a ten-day period.
Cost-based Call
Center
In this type of call center a cost is incurred for each call to the
organization. The call handling incurs costs but does not result in
additional revenue. The costs to the organization include the cost
of handling the call and the cost of providing the support service.
The level of service in a cost-based call center involves a low
probability blocking but an almost certain delay of considerable
length. The length of the delay is generally a balance between
long distance and manpower costs, and the long-term impact of
potential lost business.
CTI
Computer-to-Telephony Interface
CTS
Clear To Send
Customer
The caller that has decided to phone your call center for the
services you provide.
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Term
Definition
CW
Calls Waiting
Daily Report
Presents data for a single day.
Data Bit
Refers to the number of bits used to transmit information in the
words carried over comport links.
DCD
Data Carrier Detect
Decision Tree
A TASKE Sign function that is comprised of a set of condition
statements that are applied to ACD performance variables. When
the condition is true, the associated message is displayed on the
reader board.
Default Messages
A category of messages for the TASKE Sign Application. Default
messages typically display background information. These
messages may contain variables and be used to display queue
status information.
DND
Do Not Disturb
DNIS
Directory Number Information Service
DSR
Data Set Ready
DTMF Dual Tone
Multi
Frequency refers to industry standard tone frequencies produced
by selecting keys on a touch tone telephone. The Voice ToolBox
programs recognize the tone frequencies associated with the
digits selected on touch-tone telephones.
End Hour To File
An option available on a networked TASKE system that indicates
the ending hour of a LANs operating period. This option instructs
the system to begin storing files to the shadow drive at the hour
specified. Once the time specified for the Start Hour To File is
reached, the system begins to store files to the LAN once again.
Erlang
One hour of server time.
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Term
Definition
Erlang B
An equation used for trunk and blocking calculations. The
equation assumes that there is no queuing and that callers who
get blocked do not retry the call.
Erlang C
An equation used for agent and delay calculations where ACD
queuing is employed. The equation assumes that all callers who
reach the queue wait until being answered.
ExePath
Defines the location of the TASKE ACD ToolBox executable files.
Unless changed by the user during installation, the ExePath is
c:\ttbx.
Extension
Physical telephone devices. These devices may include
telephones, voice mail ports, or an auto attendant.
Extension Group
A collection of similar extensions that are grouped together for
reporting purposes.
Extension Report
Shows the amount of time extensions are engaged in ACD calls,
inbound nonACD calls, and outbound calls. These reports also
display the number of abandoned calls, the number of transferred
calls, and cumulative statistics on extensions across work shifts.
Fixed Messages
A category of messages for the TASKE Sign Application. Fixed
messages are played continuously when no variables are
available. They are generally used in situations which override the
operational considerations of the ACD queue, or where the ACD
queue is not in operation.
Floating Busy Hour
Derived by identifying the hour that has the highest traffic for each
day and averaging these figures. The Floating and Consistent
Busy Hours may be the same. However, the floating Busy Hour
traffic is usually higher than the consistent Busy Hour traffic.
Forecasting
An historical analysis of past traffic levels used to project future
traffic patterns.
GOS
Grade of Service or the probability of being blocked.
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Term
Definition
Historical Reports
Reports based on the ACD and SMDR records. These reports
provide information on call center activity over extended periods of
time and are used to identify trends in call volume.
Idle Agent
Agent is logged in, but not on a call, in work time, make busy, or
DND.
Interflow
Limits the potential call answering delay by routing the call to
another answering point after a predetermined period of time.
Another answering point may be an operator or voice messaging
system. This action may also be referred to as Recall.
Interflow Time
The amount of time a call may be in one or more queues before
being interflowed to another answering point.
Internal Call
A call initiated from within the call center that is directed to another
call center member.
IVR
Integrated Voice Recognition and response
LAN
Local Area Network
LANA Number
Local Area Network Adapter Number
LCW
Longest Call Waiting
Level of Service
The length of time that a caller waits for an agent to respond after
obtaining a free trunk.
Log In
The procedure involved for an agent or supervisor to enter the
ACD system by inputting their identifier number.
Log Out
The procedure involved for an agent or supervisor to exit the ACD
system by inputting their identifier number.
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Term
Definition
Maintenance Error
Log
A log entry is added to the Maintenance Error Log when a running
TASKE program encounters and error or and alert condition. The
system records the error, the time it occurred, and provides a
short description.
Make Busy
An agent state where the agent is still logged into the call center
but is unavailable to take calls.
Manager Team
A team of supervisors, each of whom manage a team of agents.
Monthly Report
Presents data for one calendar month.
Multi-line
Appearances
An extension with multiple telephone lines and multiple telephone
numbers that are used for call handling.
NCB
Network Control Block
Nickname
A short name used to identify an agent.
Non-ACD Call
Inbound or outbound calls that are not handled by an ACD queue.
Offered Traffic
The number of calls attempted.
Outbound Call
A call initiated from within the call center that is bound for the
PSTN.
Overflow
Limits the potential call answering delay by:
taking a call from one queue and placing it in another queue
adding the call to a second queue in addition to keeping its place
in the first queue
Overflow Time
The amount of time a call may be in one queue before being
overflowed to a second queue.
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TASKE Call Center Management Tools
Term
Definition
Parity
The parity bit is added to the transmission of a word in
asynchronous communication to detect any transmission errors.
The extra bit may be ignored (no parity), may designate an even
number of “1” bits (even parity), or may designate an odd number
of “1” bits (odd parity).
Path
A route to one or more answering points within a call center.
PBX
Private Branch Exchange
Peaky Traffic
Periods in the day that experience high call volume. An example
might be a training course where everyone rushes out at coffee
break to make a telephone call, but in between coffee breaks
there are almost no calls.
Peg Count
The number of calls.
Pilot
A dialable access number to an extension or agent group.
Pilot Group
A collection of pilots.
Pilot/Pilot Group
Report
Also known as a Queue Activity Report, this report shows the
service level experienced by Callers; indicate the percentage of
calls which are answered or abandoned before the target
threshold time.
Poisson
An equation used for trunk and blocking calculations. The
equation assumes that there is no queuing and that all callers who
fail to connect retry the call.
Prime Line
The first line on a multi-line extension.
Priority Answering
Allows calls meeting a certain criteria to be routed to the front of
an ACD queue. For instance, calls arriving over an 800 line may
be given priority to local calls in order to reduce costs.
PSTN
Public Switched Telephone Network: the network that enables you
to directly dial anywhere in the world.
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TASKE Call Center Management Tools
Term
Definition
Quality of Service
Describes the response of the agent. Agent courtesy, information
accuracy, and how current the information is are all considered.
RAD
Recorded Announcement Device: taped or digital recordings
played to callers in the ACD queue.
RAD
Recorded Announcement Device
Rate Table
Rate tables are defined for all outgoing trunk groups. Each rate
table specifies the costs associated with using a specific carrier for
a given telecom service.
Reader Board
A wall mounted LED sign that displays messages from the TASKE
Sign application.
Real Time
Information
Current call center information on call activity, agent activity, and
service levels. This information is available through the ACD
Monitor application and is updated once per second.
Revenue-based Call In this type of call center each call has value in terms of the net
Center
revenue per call. The objective in this type of call center is to
provide a very high level of service with few blocked calls and
minimal delays. Otherwise, the caller may go to the competition
and the organization loses revenue. Thus, the call center must
balance average call answering costs against average per call
revenues.
RT
Real Time
Scheduling
The process of estimating the number of resources required to
meet the forecast call load.
Secondary Line
Any line, except for the first line, on a multi-line extension.
Serv%
The proportion of calls, answered and abandoned, before the
threshold TSF time.
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TASKE Call Center Management Tools
Term
Definition
Server Number
The number assigned to a TASKE network server where multiple
TASKE network servers exist on the same physical network. This
number cannot conflict with any other server on the network.
ServerPath
Defines the location of the TASKE database files. These files may
reside on the TASKE Standalone PC, the TASKE Server, or on a
network connected file server.
Service Criteria
The combination of the GOS, level of service, and quality of
service required to achieve caller satisfaction.
Shadow Drive
In a networked system, the shadow drive stores incoming data
records on the hard drive of the TASKE server, in addition to
storing them on the LAN Server.
ShadowPath
Defines the location of the shadow drive in a networked system.
Shift
The amount of time an agent is scheduled to be working in the call
center on a given day.
Sign Message
A message sent from the TASKE Sign application to a reader
board for broadcast. Up to 50 messages can be defined at one
time.
Sign Network
A network of reader boards driven by the same PC.
Sign Plan
Using a unique address for each reader board, a sign plan
determines which reader board will display which message.
SMDR
Station Message Detail Recording
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TASKE Call Center Management Tools
Term
Definition
SMDR Records
Event records that are generated by the host PBX when a call or a
call segment completes. A call can have multiple SMDR records
that are generated when a call is transferred or conferenced, or
when account codes are entered while the call is active. The
information that is generated includes: the start time of the call, the
duration of the call, who started the call and who the answering
party was. These records are typically generated when an external
Trunk is involved in a call, and not when a call originates
internally.
SMDR Search
Allows a supervisor to view specific SMDR records. Search is
based on...
Smooth Traffic
The number of calls arrive in an even flow throughout the day.
SNMP
Simple Network Management Protocol
SP
Service Percentage
Special Day
Allows for the definition of holidays and days when staffing
discrepancies may exist.
Start Hour To File
An option available on a networked TASKE system that indicates
the starting hour of a LANs operating period. This option instructs
the system to store files to the shadow drive until the hour
specified. Once the specified hour is reached, the system begins
to store files to the LAN.
Stop Bit
Denotes the end of an asynchronous word transmitted on a
comport link.
Supervisor
The manager of the call center who ensures that performance
targets and caller expectations are met. Call center management
requires the estimation of the current call center needs and the
forecasting of future requirements. This is accomplished through
the analysis of real time and historical reports.
TAPI
Telephony Application Program Interface
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TASKE Call Center Management Tools
Term
Definition
TASKE
Administrator
Responsible for the development of the TASKE database, its
configuration and maintenance, and the configuration and
maintenance of its associated files.
TASKE Network
Client
A TASKE PC that receives data from one or more TASKE Server
PCs.
TASKE Network
Server
A TASKE PC that collects records from one or more host PBX
devices and provides information to one or more TASKE Client
PCs.
TASKE Network
System
A network of TASKE PCs, one of which acts as a server that
interfaces with the host PBX, and the remainder of which act as
clients, receiving data from the server.
TASKE Sign
Application
Provides messages for display on a reader board. The application
runs on TASKE standalone, network server, and network client
PCs, with each PC driving its own network of reader boards.
TASKE Standalone
System
A TASKE PC that interfaces with the host PBX to provide call
center data to agents and supervisors.
Time of Day
Schedule
A TASKE Sign function that is used to select a decision tree based
on the current date and time of day.
Traffic
The aggregate effect of the number of calls and their duration.
Trunk
Physical lines that connect the telephone switch to the outside
world.
Trunk Group
A collections of trunks.
Trunk Group Report Indicates the highest number of Trunks in use during an interval.
Trunk Report
Shows the number of calls the trunks carry; the percentage of time
the trunks are engaged in calls or are idle; the highest number of
trunks used in each interval; and the number of short calls the
trunks receive.
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TASKE Call Center Management Tools
Term
Definition
TSAPI
Telephony Services Application Programmers Interface
TSF
Telephone Service Factor. This is the percentage of calls that are
answered or abandoned within a defined threshold time,
compared to the total number of calls received.
TSF%
The proportion of calls answered and abandoned before the
threshold TSF time.
Unavailable Agent
An agent who is logged into the call center but is either in a make
busy or work time state.
VTB
Voice Toolbox
WAN
Wide Area Network
Watchdog
This function restarts the PC in the event of a crash.
Weekly Report
Presents data for seven consecutive days.
Work Time
A time period designated to agents after completing an ACD call.
The work time allows agents to complete paperwork associated
with a call. During this time, the agent is unavailable to accept
calls.
Year By Month
Report
Presents data for a user specified number of months, beginning
with a month selected by the user.
Year to Date Report Presents data for a specified number of consecutive weeks from a
specific start date.
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TASKE Call Center Management Tools
Index
A
Abandon ................................................................59, 85, 111, 121, 155, 208, 223
Average Time ........................................................................................ 111, 121
Level ............................................................................................................. 223
Abandon Rate ................................................................................................. 223
Abandon Spectrums ........................................................................................... 59
Abandoned Calls ............................................................................................ 131
ABSBH............................................................................................................. 221
Account Codes ................................................................................. 85, 187, 203
referencing............................................................................................. 187, 203
ACD Hold......................................................................................................... 105
ACD Monitor8, 12, 90, 99, 101, 102, 105, 107, 108, 115, 119, 129, 131, 133, 134, 291,
292, 293, 295, 298
Network Client ............................................................................................... 90
restarting ...................................................................................................... 291
ACD Queue .............................................................................................. 222, 227
ACD Queue ID.......................................................................................... 115, 119
ACD Replay ..................................................................................................... 105
ACD Variables................................................................. 249, 250, 254, 322, 323
Adding .................................................................................................. 249, 250
Defining ........................................................................................................ 322
Deleting ................................................................................................ 249, 322
Editing .................................................................................................. 249, 250
ACD Variables window ............................................................. 310, 321, 322, 334
Administrator ...................................................................... 29, 30, 34, 74, 76, 83
Configuration Mode....................................................................................... 34
Starting ........................................................................................................... 29
Agent Desktop .........8, 9, 244, 245, 247, 249, 252, 253, 254, 256, 292, 293, 295
Agent Desktop Grid Setting dialog ............................................................... 254
Agent Desktop window ...................244, 245, 247, 249, 250, 252, 253, 254, 256
Adjust ........................................................................................................... 245
Displaying .................................................................................................... 245
Docking ........................................................................................................ 253
Position ........................................................................................................ 245
Agent Group IDs........................................................................................... 47, 50
Agent Group Report Templates........................................................................ 174
Agent Group Reports ..................................................................... 141, 149, 174
Agent Groups ..........................................................47, 50, 85, 138, 149, 174, 227
Defining ..................................................................................................... 47, 50
delete......................................................................................................... 47, 50
duplicate .................................................................................................... 47, 50
modify........................................................................................................ 47, 50
naming....................................................................................................... 47, 50
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TASKE Call Center Management Tools
Agent List ................................................................................................. 115, 118
Accessing ...................................................................................................... 115
Agent Map ..................................................90, 105, 108, 111, 115, 118, 119, 134
Accessing ...................................................................................................... 108
Filtering.......................................................................................................... 119
Agent Report Templates................................................................................... 172
Creating ......................................................................................................... 172
Agent Reports................................................................................. 141, 149, 172
Agent State Characters .................................................................................. 134
Agent States..................................................................... 108, 111, 115, 119, 134
Agent States Report ......................................................................... 108, 115, 134
Accessing ...................................................................................................... 108
Agent States Table ......................................................................................... 105
Agents Available....................................................................................... 101, 111
Agents Idle........................................................................................................ 111
Agents Logged Out........................................................................................... 111
Agents On ........................................................................................................ 111
Agents Required............................................................................................... 227
Agents Unavailable........................................................................................... 111
Alarm Parameters............................................................................................. 101
Alarm Settings .................................................................................................. 101
Alarm Situations ............................................................................................. 105
Alarm Sound Frequency .................................................................................. 90
Alarms ............................................................................................. 30, 34, 82, 83
All Agents ......................................................................................................... 227
Alternate With Script................................................................................. 323, 335
Enable ................................................................................................... 323, 335
Always on Top ................................................................................................ 245
Answer Service Factor ..................................................................................... 111
Answer Spectrums ............................................................................................. 59
Answered By Group ......................................................................................... 121
Archive Files ........................................................................................... 72, 76, 79
Archiving............................................................................................................. 72
Files Automatically........................................................................................... 72
Files Manually.................................................................................................. 72
PBX ................................................................................................................. 72
PBX Data Files ................................................................................................ 72
ASA .................................................................................................................. 222
Ascii.................................................................................................... 36, 149, 161
ASF .................................................................................................................. 101
Auto Delete TASKE Files ................................................................................... 76
Enable ............................................................................................................. 76
Auto Export148, 149, 165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190, 192, 195,
197, 200, 203, 205, 211, 214
Enable165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190, 192, 195, 197, 200,
203, 205, 214
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TASKE Call Center Management Tools
Auto Print148, 149, 165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190, 192, 195,
197, 200, 203, 205, 211, 214
Enable165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190, 192, 195, 197, 200,
203, 205, 214
Automatic Archive............................................................................................... 72
Automatic File Synchronization .......................................................................... 79
Automation Costs........................................................................................... 242
Availale .............................................................................................................. 24
Average Delay .................................................................................................. 227
Average Interflow Time..................................................................................... 111
Average Queue Depth...................................................................................... 227
Average Speed of Answer ................................................................................ 222
Average Talk Time ................................................................................... 111, 121
Average Time ........................................................................................... 111, 121
Abandon ................................................................................................ 111, 121
Answer................................................................................................... 111, 121
Interflow......................................................................................................... 121
B
Background/Foreground Colors ........................................................... 249, 250
Bad Logins........................................................................................................ 101
Bar Charts ....................................................................................................... 240
Beeps............................................................................................................... 317
Blockage........................................................................................... 227, 232, 236
Broadcast Message........................................................................................ 298
Busy Hour......................................................................................... 190, 205, 221
Busy Hour/Busy Season ................................................................................ 221
Busy Season ................................................................................................... 221
Busy Season—or Average Busy Season Busy Hour .................................. 221
C
Calculate Required Staffing........................................................................... 219
Calculating........................................................................................ 227, 232, 236
GOS .............................................................................................. 227, 232, 236
Calculation Wizard ................................................................................. 235, 240
Call Arrival Rate................................................................................................ 236
Call Center Cost Dynamics............................................................................ 242
Call Center Costs............................................................................................ 242
Reducing ...................................................................................................... 242
Call Center Revenue....................................................................................... 242
Increasing..................................................................................................... 242
Call Counts............................................................................................... 111, 121
Call Duration..................................................................................................... 222
Calls Abandoned ...................................................................................... 101, 111
Calls Answered................................................................................................. 111
Calls Interflowed ............................................................................................... 111
Calls Waiting............................................................................. 101, 111, 121, 131
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TASKE Call Center Management Tools
CCS.................................................................................................................. 221
Cell Information .............................................................................................. 252
Filtering ........................................................................................................ 252
Selecting....................................................................................................... 252
Cell Properties .......................................................................................... 115, 119
Central Office .................................................................................................... 85
Change Font............................................................................................ 160, 161
Character Flash On .......................................................................................... 331
Character Format ..................................................................................... 323, 331
Adding ........................................................................................................... 331
Chat ................................8, 90, 134, 291, 292, 293, 295, 296, 297, 298, 299, 304
Chat Connections............................................................................................... 8
Viewing............................................................................................................. 8
Chat Interface.................................................................................................. 293
Using ............................................................................................................ 293
Chat Members..................................................................................................... 8
Chat Panel........................................................293, 296, 297, 298, 299, 301, 304
heading......................................................................................................... 293
posted........................................................................................................... 299
Chat Request .......................................................................................... 296, 297
Accept........................................................................................................... 297
Rejecting ...................................................................................................... 297
Send.............................................................................................................. 296
Chat Server ..................................................................................................... 293
Chat Session........................................................................................... 299, 304
Conducting................................................................................................... 299
Ending .......................................................................................................... 304
Clear Log........................................................................................................... 30
Clients ............................................................................................................... 25
CO .................................................................................................................... 222
Collector ................................................................................................ 13, 82, 83
Collector Alarms............................................................................................... 82
Setting ............................................................................................................ 82
Color Palette............................................................................................. 359, 362
Comma Separated Variable ............................................................... 36, 149, 161
Communication Paths.................................................................................... 316
Conditional Decisions.................................................................................... 341
Config Mode ..................................................................................................... 310
Configuration Mode...................................................................... 30, 34, 69, 315
Administrator ................................................................................................. 34
Configure Tones ............................................................................................... 310
Contact Panel.......................................................................................... 293, 295
Contact Status Symbols ................................................................................ 296
Continuous Tone ............................................................................................ 317
Cost Dynamics................................................................................................ 242
Cost Justification Guide ........................................................................ 219, 242
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TASKE Call Center Management Tools
open.............................................................................................................. 242
Use................................................................................................................ 219
Critical Alarm .................................................................................................... 101
Current States Report............................................................................... 108, 134
Custom Graphics............................................................................................ 363
Deleting ........................................................................................................ 363
Cut/Copy.......................................................................................................... 301
D
Daily Files ........................................................................................................... 69
Daily Reports .................................................................................................. 141
Daily Summary ................................................................................................... 69
Daily Summary Files............................................................................... 71, 74, 76
Data Alarms....................................................................................................... 13
Database ............................................................................................... 30, 34, 36
Database Mode ..................................................30, 34, 38, 45, 47, 50, 55, 59, 63
Date Files ........................................................................................................... 69
Date Selection Calendar165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190, 192,
195, 197, 200, 203, 205, 208, 214
Day Plan ........................................................................................... 310, 350, 351
Deleting ........................................................................................................ 350
Days window .................................................................................... 310, 343, 346
DBase II.............................................................................................. 36, 149, 161
DBase III............................................................................................. 36, 149, 161
DBase IV ............................................................................................ 36, 149, 161
Deactivating Sites............................................................................................. 24
Delayed Answer.............................................................................................. 242
Deleting ACD Variables.................................................................................. 249
Descender On .................................................................................................. 331
Dialed Number Identification Service............................................................ 63, 85
Disabling Notification Reports ...................................................................... 217
Disconnecting Clients...................................................................................... 25
Disk Space Alarms ........................................................................................... 83
Disk Statistics ......................................................................................... 72, 74, 76
DND.................................................................................................. 105, 115, 134
DNIS..................................................................................... 63, 85, 149, 177, 192
DNIS Entries....................................................................................................... 63
Adding ............................................................................................................. 63
Deleting ........................................................................................................... 63
Duplicating....................................................................................................... 63
Modifying ......................................................................................................... 63
DNIS Number ..................................................................................................... 63
Do Not Disturb .......................................................................................... 115, 134
Docking ........................................................................................................... 253
Drawing Platform............................................................................................ 362
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TASKE Call Center Management Tools
E
Effects .............................................................................................................. 331
Enterprise.......................................................................................................... 18
Enterprise ACD Monitor ........................................................................... 90, 133
Enterprise Licensing ........................................................................................ 18
Enterprise report............................................................................................... 214
Creating ......................................................................................................... 214
Enterprise Site Connection.................................................................. 19, 20, 24
Activating ....................................................................................................... 24
Adding ............................................................................................................ 20
Deactivating ................................................................................................... 24
Modifying........................................................................................................ 20
Removing ....................................................................................................... 20
Viewing........................................................................................................... 19
Enterprise Supervisor ...................................................... 9, 18, 19, 20, 133, 214
Erlang B........................................................................................... 219, 223, 232
Erlang C........................................................................................... 219, 223, 227
Expected Wait Time ......................................................................................... 101
Export36, 139, 148, 149, 161, 165, 167, 169, 172, 174, 177, 179, 182, 184, 187, 190,
192, 195, 197, 200, 203, 205, 214
Report Template............................................................................................ 161
TASKE Database ............................................................................................ 36
Extension Group Entries..................................................................................... 45
Adding ............................................................................................................. 45
Deleting ........................................................................................................... 45
Duplicating....................................................................................................... 45
Modifying ......................................................................................................... 45
Extension Reports.......................................................................... 141, 149, 167
F
File Statistics ...................................................................................................... 69
Filtering............................................................................................. 115, 119, 252
Agent Maps ................................................................................................... 119
Cell Information ........................................................................................... 252
Font.................................................................................................. 161, 250, 256
Forecast Report Templates .............................................................................. 208
Forecasting Parameters ........................................................................... 155, 208
Free Disk Space ................................................................................................. 69
G
GOS ..........................................................................219, 222, 223, 227, 232, 236
Grade Of Service ............................................................................ 223, 232, 239
Graph Styles ................................................................................................... 240
Graphics ........................................................................................................... 323
Graphics window .............................................................. 310, 323, 359, 362, 363
Grid .................................................................................................................. 254
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TASKE Call Center Management Tools
H
Hide/Restore ................................................................................................... 245
Hold .................................................................................................. 115, 134, 331
HTML Table........................................................................................ 36, 149, 161
Hunt Groups...................................................................................................... 85
I
Idle............................................................................................ 108, 111, 115, 134
Idle Forward .................................................................................... 105, 115, 134
If ACD Variable................................................................................................ 341
Incoming Messages ....................................................................................... 299
Increasing Call Center Revenue.................................................................... 242
Individual Extensions........................................................................................ 167
Individual Trunks .............................................................................................. 165
Individual Trunks/Extensions............................................................................ 214
Information Server.........................9, 12, 13, 14, 18, 19, 20, 24, 25, 90, 133, 249
Closing ........................................................................................................... 14
Interflow Spectrums............................................................................................ 59
Interflowed ...........................59, 111, 121, 141, 149, 155, 184, 190, 200, 205, 208
IP ...................................................................................................... 8, 11, 20, 316
IP Port................................................................................................................ 20
L
LED .......................................................................................................... 359, 362
License .................................................................................................... 9, 18, 19
Line Charts...................................................................................................... 240
Line Position ..................................................................................................... 323
Load Labor Costs ........................................................................................... 242
Local site ..................................................................................................... 19, 24
Lock Number....................................................................................................... 9
Locking.............................................................................................................. 25
Log file......................................................................................................... 66, 82
Logged Out ..................................................................... 105, 108, 111, 115, 134
Logoff ........................................................................................................ 90, 293
Logon ...................................................................................................... 291, 292
Logs......................................................................30, 34, 66, 72, 76, 79, 291, 292
Longest Call Waiting......................................................................... 101, 111, 121
Longest Waiting Time....................................................................................... 111
Lotus 123 1A ...................................................................................... 36, 149, 161
M
Make Busy....................................................................................... 105, 115, 134
Make Busy/DND .............................................................................................. 105
Manual Archive................................................................................................... 72
Manual File Synchronization............................................................................... 79
Manually Delete Files ................................................................................... 74, 83
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TASKE Call Center Management Tools
Manually Exporting ........................................................................................... 161
Manually Printing............................................................................................ 163
Manually Synchronizing Shadow Files ............................................................... 79
Map .................................................................................................................. 119
Map Layout...................................................................................................... 118
Maximum Calls Waiting .................................................................................... 111
Messages window .................................................................... 310, 323, 327, 359
Microsoft Excel 2.1 ............................................................................. 36, 149, 161
Microsoft Excel 3.0 ............................................................................. 36, 149, 161
Microsoft Excel 4.0 ............................................................................. 36, 149, 161
Mode Selection ............................................................................................... 134
Monthly Reports ............................................................................................. 141
Monthly Summary............................................................................................... 69
Monthly Summary Files .......................................................................... 71, 74, 76
N
Network Client .................................................................................................. 90
Nick Name ...................................................................... 38, 45, 47, 50, 55, 63, 85
Non-ACD.......................................................................... 105, 108, 111, 115, 134
Non-ACD Hold................................................................................................. 105
Non-Adherence............................................................................................... 105
Non-Verified Account Codes ........................................................................... 85
Normal States........................................................................................... 115, 119
Notification Report ................................................................................. 217, 218
O
Off-Phone Period ............................................................................................ 105
Opening Agent Desktop Settings...................................................................... 247
Options ............................................................................................................. 331
OR .................................................................................................................... 235
Outbound Hold ............................................................................................... 105
Outbound Trunk ..................................................................................... 105, 134
Outgoing Message ................................................................................. 293, 299
P
Password.......................................................................................................... 211
Paste................................................................................................................ 301
PBX Data Files ........................................................................... 69, 71, 72, 74, 76
Peak Abandoned ...................................................................................... 190, 205
Peak Answered ........................................................................................ 190, 205
Peak Interflowed....................................................................................... 190, 205
Peak Offered ............................................................................................ 190, 205
Pie Charts........................................................................................................ 240
Poisson ................................................................................... 219, 223, 235, 236
PrimeTime Schedules ...................................................................................... 12
Print ......................................................................................................... 163, 211
Print Image ......................................................................................... 36, 149, 161
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TASKE Call Center Management Tools
Print Preview........................................................................................... 160, 163
Properties window148, 149, 155, 161, 165, 167, 169, 172, 174, 177, 179, 182, 184,
187, 190, 192, 195, 197, 200, 203, 205, 208, 211, 214
Public Network.................................................................................................. 85
Publication Viewer138, 148, 160, 161, 163, 164, 165, 167, 169, 172, 174, 177, 179,
182, 184, 187, 190, 192, 195, 197, 200, 203, 205, 208, 214, 217
Q
QIDA ...............................................................90, 95, 99, 102, 104, 115, 121, 134
Quattro ............................................................................................... 36, 149, 161
Quattro Pro ......................................................................................... 36, 149, 161
Quattro Pro 5.0 ................................................................................... 36, 149, 161
Queue Abandon Spectrum ............................................................ 141, 149, 182
Queue Activity ................................................................................ 141, 149, 187
Queue Answer Spectrum ............................................................... 141, 149, 179
Queue Delay/Call Abandons.......................................................................... 222
Queue Group Abandon Spectrum................................................. 141, 149, 197
Queue Group Activity..................................................................... 141, 149, 203
Queue Group Answer Spectrum ................................................... 141, 149, 195
Queue Group Entries.......................................................................................... 55
Adding ............................................................................................................. 55
Deleting ........................................................................................................... 55
Duplicating....................................................................................................... 55
Modifying ......................................................................................................... 55
Queue Group Interflow Spectrum ................................................. 141, 149, 200
Queue Group Peaks ....................................................................... 141, 149, 205
Queue Group Reports ............................................................ 141, 149, 192, 200
Queue Information Display Area ........................................................... 102, 134
Queue Interflow Spectrum ............................................................. 141, 149, 184
Queue Manager............................................................. 90, 95, 99, 101, 105, 133
Queue Members................................................................................................. 55
Queue Monitor List......................95, 99, 102, 104, 105, 115, 121, 127, 133, 134
Queue on Queue Time ..................................................................................... 222
Queue Panel Icons ........................................................................................... 111
Queue Panels90, 99, 102, 104, 105, 107, 108, 111, 115, 119, 121, 127, 129, 131, 134
Queue Peaks ................................................................................... 141, 149, 190
Queue Reports................................................................................ 141, 149, 177
Queue Selector ........................................................................... 90, 99, 101, 133
Queue Time...................................................................................................... 222
Quick Messages ............................................................................... 310, 323, 327
R
RAD.................................................................................................................. 227
Reader Board .......................................................................................... 317, 362
Reader board messages .................................................................................. 323
Real-time Adherence.......................................................................... 12, 90, 101
Real-time Adherence Schedule File Location ................................................ 12
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TASKE Call Center Management Tools
Real-time Agent Adherence Alarms.............................................................. 105
Real-time mode................................................................................................. 95
Real-time Panel Icons ...................................................................................... 111
Recorded Announcement Device ..................................................................... 227
Reducing Call Center Costs .......................................................................... 242
Reference Dates ............................................................................................. 346
Remote Site......................................................................................... 19, 24, 133
Removing Agents ........................................................................................... 118
Removing Enterprise Site Connections ......................................................... 20
Replay..... 90, 95, 99, 102, 104, 105, 107, 111, 115, 127, 129, 130, 131, 133, 134
Replay Controls ................................................................................ 95, 129, 134
Replay date ............................................................................. 102, 127, 129, 130
Replay Mode ................................................................................... 102, 107, 127
Report Font ..................................................................................................... 161
Report Generator.............................................................................................. 211
Report Options141, 149, 165, 167, 169, 172, 174, 177, 179, 182, 184, 190, 192, 195,
197, 200, 203, 205
Report Templates139, 148, 149, 155, 160, 161, 164, 165, 167, 169, 172, 174, 177,
179, 182, 184, 187, 190, 192, 195, 197, 200, 203, 205, 208, 211, 214
Reports application............................................................. 72, 138, 139, 160, 214
Re-queues ........................................................................................................ 101
Reset Sign ........................................................................................................ 310
Restore ............................................................................................................ 245
Review Panel................................................................... 102, 104, 108, 111, 121
Review Panel Icons .......................................................................................... 111
Review Panel Time Periods ........................................................................... 134
S
Same As Message Text.................................................................................. 321
Saved Settings........................................................................................ 107, 247
Saving.................................................................................................. 66, 79, 247
Existing Settings File ..................................................................................... 247
Log File........................................................................................................... 66
New Settings File........................................................................................... 247
Shadow............................................................................................................ 79
Schedule Auto Archive ........................................................................... 72, 76, 79
Schedule File Location .................................................................................... 12
Schedule Report Generator139, 149, 165, 167, 169, 172, 174, 177, 179, 182, 184,
187, 190, 192, 195, 197, 200, 203, 205, 211, 214
Scheduled State.............................................................................................. 105
Scheduling.......................................................................... 76, 211, 227, 232, 236
Script ........................................................................................................ 355, 357
Search ............................................................................................................. 295
Secondary IDs..................................................................................................... 9
Send Command To All Signs......................................................................... 336
Send Test Message.................................................................................. 310, 317
Service Criteria ............................................................................................... 223
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Service Factors......................................................................................... 111, 121
Service Percentages ...................................................................................... 223
Set Password ......................................................................................... 72, 76, 79
Set Password dialog....................................................................... 72, 76, 79, 211
Set RTAA Schedule File Location ................................................................... 12
Set Schedule File Location dialog .................................................................. 12
Set Sign Date ................................................................................................... 310
Set Sign Date/Time From PC dialog................................................................. 310
Set Sign Date/Time From PC menu ................................................................. 310
Settings File...................................................................................................... 247
Shadow Files .............................................................................. 71, 74, 76, 79, 85
Show Agent List ............................................................................... 90, 115, 118
Show Nick Names............................................................................................. 90
Show State Color Legend................................................................. 101, 115, 119
Sign.......................................................................................................... 357, 358
Sign Address ............................................................................ 310, 317, 355, 359
Sign Plan .......................................................................................................... 355
Sign Tone ........................................................................................................ 317
Simple Line Chart ........................................................................................... 240
Site Actions menu ............................................................................................ 19
SiteData ............................................................................................................. 20
Sites........................................................................................... 18, 19, 20, 24, 25
SMDR................................................................................................................. 82
Special Days ................................................................................................... 346
Deleting ........................................................................................................ 346
Special Effects.......................................................................................... 323, 329
Special Graphics ...................................................................................... 323, 331
Specific Dates ................................................................................................. 345
Defining ........................................................................................................ 345
SS............................................................................................................. 111, 131
State Color Legend................................................................................... 115, 119
Stop Message At ...................................................................................... 323, 335
Summary Files.............................................................................................. 74, 76
Supervisor................................................................................... 9, 214, 227, 298
Sync To Server list ............................................................................................. 79
Synchronization .............................................................................. 72, 76, 79, 310
Synchronize Shadow Files ..................................................................... 72, 76, 79
System Event Log ............................................................................................ 66
T
Tab Separated Variable...................................................................... 36, 149, 161
TASKE License ................................................................................................... 9
TaskeLck.lis ........................................................................................................ 9
Telephone Service Factor................................................ 85, 111, 155, 208, 223
Test Messages ................................................................................................ 317
Time To Abandon ............................................................................................... 59
Time To Answer ................................................................................................. 59
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TASKE Call Center Management Tools
Time To Interflow................................................................................................ 59
Tone................................................................................................................. 341
Tone Frequency.............................................................................................. 317
Traffic Analyzer............................................................................... 219, 239, 242
Traffic Capacity............................................................................................... 239
Traffic Reports ................................................................................................ 239
Transmission Costs ....................................................................................... 242
Trigger ............................................................................................................. 129
Trigger Stops .................................................................................... 111, 129, 131
Trunk Entries ...................................................................................................... 38
Adding ............................................................................................................. 38
Deleting ........................................................................................................... 38
Duplicating....................................................................................................... 38
Modifying ......................................................................................................... 38
Trunk Reports ................................................................................. 141, 149, 165
Trunks button...................................................................................................... 38
Trunks Required ....................................................................................... 232, 236
TSF..............................................................................85, 101, 155, 208, 223, 227
TSF Time ........................................................................................... 85, 155, 208
U
Unavailable............................................................................... 108, 111, 115, 134
Undocked ........................................................................................................ 253
V
Variable ........................................................................................................... 254
Variable Display.............................................................................................. 254
Verified Account Codes ................................................................................... 85
Verified Call Activity Account Codes.............................................................. 85
View Mode................................................................................................ 310, 315
W
WallSign Administrator307, 308, 310, 314, 315, 323, 331, 343, 351, 355, 357, 359
WallSign Server ...............................................307, 308, 310, 315, 316, 317, 355
WAN................................................................................................................... 20
Warning Alarm.................................................................................................. 101
Weekly Files ....................................................................................................... 69
Weekly Reports............................................................................................... 141
Weekly Summary Files........................................................................... 71, 74, 76
Word Processing Text ........................................................................ 36, 149, 161
Work Time ............................................................................... 105, 115, 134, 222
X
XX..................................................................................................................... 227
Y
Yearly Summary ................................................................................................. 69
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Year-to-date Summary Files................................................................... 71, 74, 76
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This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate
as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors
or omissions in this document and shall have no obligation to you as a result of having made this document available to you or
based upon the information it contains.
TASKE is a registered trademark of TASKE Technology Inc. All other products are the trademark of their respective holders.
© Copyright 2001. TASKE Technology. All rights reserved. Printed in Canada.
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