Taske Call Center Management Tools Acd Monitor Guide

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE ACD MONITOR.......................................................................................3
The ACD Monitor Interface.............................................................................................3
The Menu...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-2-Setting the replay speed..................................................................................25
Selecting the replay date.................................................................................25 

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-3-TASKE ACD Monitor
The TASKE ACD Monitor is a call center monitoring application that reports both real-
time and historical call center activity for Pilots and Pilot Groups. A Pilot is a dialable
number that accesses a group of answer positions such as agent or extension groups.
A Pilot Group is used strictly for reporting and monitoring purposes in TASKE
applications. This is a group of Pilots given a single...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-4-ACD Monitor window.
Monitor MenuClick Select Pilot/Groups... from the Monitor menu to access the Pilot/Group
Selection dialog box where the Pilots and Pilot Groups are selected for
monitoring. Additionally, use the Monitor menu to view the Now, Last Hour, Last
12 Hours, Agent Queue, and Agent Map reports for specific Pilots and Pilot
Groups.
Help MenuUse the Help menu to access the TASKE ACD Monitor online...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-5-Mode SelectionThe 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.
Date and TimeIn the Real-time mode both the current 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...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-6-Selection of a Pilot or Pilot Group from the Pilot Monitor List displays the Pilot
Panel for the selection in the PIDA. If none of the Pilots or Pilot Groups are
selected from the Pilot Monitor List, the Pilot Panels for all of the monitored Pilots
and Pilot Groups are displayed in the PIDA.
Pilot Panels house the graph control buttons that provide call center statistics
and performance information. For those...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-7-Accessing the Real-time and Replay Modes
The two buttons located at the top of the Main Control Panel toggle between the Real-
time mode and the Replay modes.
Real-time Mode
The Real-time mode displays call center activity that spans the past
12-hours. Call center statistics are divided into three sections: Now,
Last Hour, and Last 12 Hours. Updated constantly, the Now statistics
provide a dynamic view of the...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-8-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.
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 days data. To
further control the replay...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-9-The Replay mode adds the Trigger button to the Now branch of graph control buttons.
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.
Pilot Panel Icons
The icons on the Pilot Panels provide easy visual recognition of the call center
statistics. The table below defines each of the icons on the...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-10-Last Hour and Last 12 HoursDisplays the time of the longest waiting caller for the last hour and
opens the Longest Waiting Time report.Displays the number of calls waiting for the last hour and opens the
Calls Waiting report.Displays the number of calls answered for the last hour and the last
12 hours. Opens the Call Counts report.Displays the number of calls interflowed for the last hour and the
last 12...