Taske Call Center Management Tools Acd Monitor Guide

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-21-Using the Average Time to Answer Report
The Average 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 the last hour and the last 12 hours. The last hour graph is segmented into 15-
minute periods and the last 12 hours graph is segmented into 2.5-hour periods.
Both graphs are continually updated with the most recently completed 15-minute
period.
To view the Average Time to Answer report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click either the Average Time to Answer  button or the Maximum Time
to Answer  button on the Last Hour branch of graph control buttons.
To view the Average Time to Answer report for the last 12 hours:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last 12 Hours  button.
3. Click either the Average Time to Answer  button or the Maximum Time
to Answer  button on the Last 12 Hours branch of graph control
buttons.
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 for the Pilot or Pilot Group without
an answer. The graph is available for the last hour and the last 12 hours. The last
hour graph is segmented into 15-minute periods and the last 12 hours graph is
segmented into 2.5-hour periods. Both graphs are continually updated with the
most recently completed 15-minute period.
To view the Average Time to Abandon report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Average Time to Abandon  button on the Last Hour branch of
graph control buttons.
To view the Average Time to Abandon report for the last 12 hours
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last 12 Hours  button.
3. Click the Average Time to Abandon  button on the Last 12 Hours 
						

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-22-branch of graph control buttons.
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 Pilot or Pilot Group. The graph is available for the last hour
and the last 12 hours. The last hour graph is segmented into 15-minute periods
and the last 12 hours graph is segmented into 2.5-hour periods. Both graphs are
continually updated with the most recently completed 15-minute period.
To view the Average Talk Time report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Average Talk Time  button on the Last Hour branch of graph
control buttons.
To view the Average Talk Time report for the last 12 hours:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last 12 Hours  button.
3. Click the Average Talk Time  button on the Last 12 Hours branch of
graph control buttons.
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 Pilot or Pilot Group queue before being
routed to another queue. The graph is available for the last hour and the last 12
hours. The last hour graph is segmented into 15-minute periods and the last 12
hours graph is segmented into 2.5-hour periods. Both graphs are continually
updated with the most recently completed 15-minute period.
To view the Average Interflow Time report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Average Time to Interflow  button on the Last Hour branch of
graph control buttons.
To view the Average Interflow Time report for the last 12 hours:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last 12 Hours  button.
3. Click the Average Time to Interflow  button on the Last 12 Hours 
						

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-23-branch of graph control buttons.
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 Pilot or Pilot Group. The graph is
available for the last hour and the last 12 hours. The last hour graph is
segmented into 15-minute periods and the last 12 hours graph is segmented into
2.5-hour periods. Both graphs are continually updated with the most recently
completed 15-minute period.
To view the Answered by Group report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Answered by Group  button on the Last Hour branch of
graph control buttons.
To view the Answered by Group report for the last 12 hours:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last 12 Hours  button.
3. Click the Answered by Group  button on the Last 12 Hours branch of
graph control buttons.
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. Segmented into twenty-minute
intervals, the graph updates once every minute with the most recent agent state
information.
To view the Agent Utilization report:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Agent Utilization  button on the Last Hour branch of graph
control buttons.
Using the Replay Mode
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 
						

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-24-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. In addition, a time of day
Trigger Stop can be set using the Trigger Stops button on the Main
Control Panel. To set Pilot or Pilot Group specific Trigger Stops that
apply to call center conditions, use the Trigger Stops buttons on the
Pilot 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
To pause the replay, click the  button. 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 00:00 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.
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 00:00 and all
markers are removed.
Setting Trigger Stops
Use the Trigger buttons on the Main Control Panel and on the Pilot Panels to 
						

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-25-define time of day and queue events that pause the replay when encountered.
Known as Trigger Stops, the thresholds for call center conditions are selected for
individual Pilots or Pilot Groups using the Trigger button on the Pilot Panel.
Thresholds can be set for three call center 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 Pilots and Pilot Groups. Only
one time of day trigger stop can be set at a time.
To define Trigger Stops for call center conditions:
1. Click the Trigger button on the Pilot Panel for the desired Pilot or Pilot
Group to open the Pilot 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.
To define a time of day Trigger Stop:
1. 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.
Setting the replay speed
The replay speed is set using the speed slider control on the Main Control Panel.
At its right-most position, or slowest replay speed, the data is replayed in real-
time, 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 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.
To select a replay speed:
1. Move the slider to the desired position within the replay speed range.
2. Adjust the slider at any time during the replay.
Selecting the replay date
To replay call center data, the user must select a date from the date box on the
Main Control Panel. 
						

							ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-26-To select the replay date:
1. Double-click the date box to open the calendar in the Date Selection
dialog box.
2. Use  and  to select the desired year.
3. Use  and  to select the desired month.
4. Click on each of the desired date(s). When a date is selected it is
highlighted in blue.
5. Click OK.
6. Click  to begin the replay.