Taske Call Center Management Tools Acd Monitor Guide
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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 Bar....................................................................................................3 The Main Control Panel.....................................................................................4 The Pilot Information Display Area....................................................................5 Accessing the Real-time and Replay Modes...................................................................7 Real-time Mode.................................................................................................7 Replay Mode.....................................................................................................7 Using the Pilot Panels to View Pilot Activity....................................................................8 Pilot Panel Icons................................................................................................9 Viewing Pilot Information.................................................................................10 Using the Now Reports.................................................................................................11 Viewing the Current States Report..................................................................11 Viewing the Agent Queue Report....................................................................12 Viewing the Agent Maps..................................................................................14 Using the Last Hour and Last 12 Hours Reports...........................................................18 Using the Longest Waiting Time Report..........................................................19 Using the Calls Waiting Report........................................................................19 Using the Call Counts Report..........................................................................19 Using the Service Factors Report....................................................................20 Using the Average Time to Answer Report......................................................21 Using the Average Time to Abandon Report...................................................21 Using the Average Talk Time Report...............................................................22 Using the Average Time to Interflow Report....................................................22 Using the Answered by Group Report.............................................................23 Using the Agent Utilization Report...................................................................23 Using the Replay Mode.................................................................................................23 Starting the replay...........................................................................................24 Pausing the replay...........................................................................................24 Stopping the replay..........................................................................................24 Fast forwarding the replay...............................................................................24 Using the hourly placeholder buttons..............................................................24 Setting Trigger Stops.......................................................................................24
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 identifying number that is trackable in reports and the ACD Monitor. The application operates in two modes: Real-time and Replay. 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 current call center activity. The Last Hour and Last 12 Hours reports provide shift overview statistics. Viewing the Last Hour reports provides an overview of the call center activity for the past 60 minutes and the Last 12 Hours reports provide an overview of the past 12 hours. The Replay mode is an animated review of a 24-hour period that shares the reports of the Real-time mode. Using the same Now, Last Hour, and Last 12 Hours reports, users select a date with logged call center data. The information for the day is replayed in a real-time simulation. The ACD Monitor Interface Together, the Menu Bar, the Main Control Panel, and the Pilot Information Display Area (PIDA) comprise the ACD Monitor interface. The interactive interface reports Pilot and Pilot Group information numerically, graphically, and tabularly. The Menu Bar Spanning the top of the ACD Monitor window, the menu bar contains four menus that provide keyboard and mouse access to the functions of the TASKE ACD Monitor. The four menus of the menu bar are File, View, Monitor, and Help. File MenuAccess the Exit command from the File menu. This command closes the TASKE ACD Monitor application. View MenuUse the View menu to toggle between the Real-time and Replay modes. Use the Next Window and Previous Window options to jump between the sections of the
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 help and to view version and copyright information for the application. Keyboard ShortcutsUse the keyboard shortcuts in the following table to maneuver throughout the TASKE ACD Monitor application. ALT+F=Accesses the File menu ALT+V=Accesses the View menu ALT+M=Accesses the Monitor menu ALT+H=Accesses the Help menu CTRL+T=Access the Real-time mode CTRL+R=Access the Replay mode CTRL+L=Access the Pilot/Group Selection dialog box F2=Jump to the next window section Shift+F2=Return to the previous window section Space=Selects the highlighted button on a Pilot Panel Tab=Go to the next button on the Pilot Panel Shift+Tab=Go to the previous button on the Pilot Panel Application key=Access agent properties menu from the Agent Queue grid and the Agent Map grid 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: Ÿ Mode selection Ÿ Display of system date and time in the Real-time mode Ÿ Pilot list display and setup Ÿ Date selection in replay mode Ÿ Replay control
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 that is being replayed. Pilot Monitor ListThe Pilot Monitor List displays the Pilots and Pilot Groups being monitored. Clicking the Pilots/Groups button accesses the Pilot/Group Selection window where Pilots and Pilot Groups are added or removed from the Pilot Monitor List. The Pilot Monitor List provides a button for each Pilot and Pilot Group selected in the Pilot/Group Selection window. Select one or more Pilots from the Pilot Monitor List to display the Pilot information in the PIDA. Replay Date SelectionUse the date box in the Replay mode to select a date for the data replay. Double-click in the date box to choose a date from the calendar in the Select Dates dialog box. Replay ControlIn 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 days data. In addition, use the Trigger button to pause the replay at a specific time. The Pilot Information Display Area Occupying the window area to the right of the Main Control Panel, the Pilot Information Display Area (PIDA) presents statistical and performance information for Pilots and Pilot Groups based on queue and agent activity. The information displayed in the PIDA is dependent on the Pilots and Pilot Groups selected from the Pilot Monitor List. Information is presented numerically, graphically, and tabularly in both the Real-time mode and the Replay mode.
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 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. The graph control buttons are arranged on the Pilot Panel by time: Now, Last Hour, and Last 12 Hours. To aid in the global assessment of the call center operations, multiple Pilots and Pilot Groups can be selected from the Pilot Monitor List and viewed simultaneously. The PIDA self-scales to accommodate multiple Pilots. When there is more information than the PIDA can display, a scroll bar is provided for viewing the Pilot information that cannot be displayed. The view of each Pilot and Pilot Group in the PIDA is customizable to eliminate unnecessary screen clutter. The Pilot Panels in the PIDA constantly display the Now statistics, but the Last Hour and Last 12 Hours information is expandable and collapsible as needed. Clicking a graph control button on a Pilot Panel accesses a graphical or tabular report. The display of the reports are optional for each displayed Pilot or Pilot Group and only one report per Pilot or Pilot Group can be displayed at a time.Pilot/Pilot Group NameNowStatisticsLast HourStatisticsLast 12 Hours Statistics
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 current call center activity. The Last Hour and Last 12 Hours reports provide a shift overview using the call center statistics compiled over the selected time frame. When in the Real-time mode, the application title bar states TASKE ACD Monitor, whereas the titlebar states TASKE ACD Monitor - Replay when the application is functioning in the Replay mode. Using the features of the Real-time mode, call center management is simplified. Agent and queue status is reported in real-time using a number of reporting formats. These formats include the numerical display of Now statistics on the Pilot Panel, a graphical view of the Now statistics, a tabular view of the agent queue, and user-definable agent maps that allow users to group agents logically while displaying their status. The Last Hour and Last 12 Hours statistics provide material for shift evaluation. Review service percentages, telephone service factors, queue traffic, and agent performance. Reporting formats for the Last Hour and the Last 12 Hours include the numerical display of the statistics on the Pilot Panel, a graph 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. 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 Now, Last Hour, and Last 12 Hours reports, select a date with logged call center data. 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. When in the Replay mode, the application title bar states TASKE ACD Monitor - Replay, whereas the title bar simply states TASKE ACD Monitor when the application is functioning in the Real-time mode. The Speed slider control 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
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 of data, select thresholds based on call center conditions or a specific time of day that pause the replay when the selected conditions are encountered. Using the Pilot Panels to View Pilot Activity The Pilot Panels are the access points for the information provided by the TASKE ACD Monitor application. The graph control buttons on the Pilot Panels provide statistical and performance information for Pilots based on queue and agent activity. Pilot Panels present Pilot information via the graph control buttons. Those graph control buttons that represent a call center statistic provide the numeric value of the statistic on the button. Clicking any of the graph control buttons provides a report below the Pilot Panel in the form of a bar graph or a table. The graph control buttons are arranged on the Pilot Panels in three branches: Now, Last Hour, and Last 12 Hours. Now is the top branch of graph control buttons and these represent the current call center conditions. Last Hour is the middle branch of graph control buttons and these represent the call center conditions over the last 60 minutes. Last 12 Hours is the bottom branch of graph control buttons and these represent the call center conditions over the past 12 hours. Pilot Panels are selected for display on the Pilot Monitor List. When a Pilot Panel is displayed, the Now branch of graph control buttons is visible and the name of the Pilot or Pilot Group is presented in the top, left corner. The Now branch of graph control buttons is always displayed, however, the Last Hour and Last 12 Hour branches are hidden. These branches are collapsible and expandable to provide the information only when needed. Click the Last Hour and Last 12 Hours icons to display or hide these branches of graph control buttons. An icon represents each button on the Pilot Panels. The Last Hour and Last 12 Hours branches share the same icons, as the reports for both branches are the same. The only difference is the time span of the reports.
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 Pilot Panels. NowDisplays the Last 12 Hours branch of statistics.Displays the Last Hour branch of statistics.Displays the time that the longest waiting caller has been waiting and opens the Current States report.Displays the number of calls currently waiting and opens the Current States report.Displays the number of agents on ACD calls and opens the Current States report.Displays the number of agents on non-ACD calls and opens the Current States report.Displays the number of agents logged in and opens the Current States report.Displays the number of agents available and opens the Current States report.Displays the number of agents idle and opens the Current States report.Displays the number of agents unavailable and opens the Current States report.Displays the number of agents logged out and opens the Current States report.Opens the Agent Queue report.Opens the Agent Map report.Opens the Pilot Triggers dialog box to set Trigger Stops for call center conditions. Available only in Replay mode.
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 hours. Opens the Call Counts report.Displays the number of calls abandoned for the last hour and the last 12 hours. Opens the Call Counts report.Displays the Answer Service Percentage for the last hour and the last 12 hours. Opens the Service Factors report.Displays the Telephone Service Factor for the last hour and the last 12 hours. Opens the Service Factors report.Displays the average time to answer for the last hour and the last 12 hours. Opens the Average Time to Answer report.Displays the maximum time to answer for the last hour and the last 12 hours. Opens the Average Time to Answer report.Displays the average time to abandon for the last hour and the last 12 hours. Opens the Average Time to Abandon report.Displays the average talk time for the last hour and the last 12 hours. Opens the Average Talk Time report.Displays the average time to interflow for the last hour and the last 12 hours. Opens the Average Time to Interflow report.Opens the Answered by Group report for the last hour and the last 12 hours.Opens the Agent Utilization report for the last hour.Viewing Pilot Information The Pilot Monitor List on the Main Control Panel provides an easy way to select one or more Pilots or Pilot Groups to display. To select one or more Pilot(s) or Pilot Group(s): 1. Click the Pilot(s) and Pilot Group(s) of interest on the Pilot Monitor