Taske Call Center Management Tools Traffic Analyzer Instructions Manual

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TRAFFIC ANALYZER PROGRAM......................................................................3
Introduction.....................................................................................................................3
Overview of the Traffic Analyzer.....................................................................................3
Overview of the Traffic Analyzer...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-2-STAFFING REQUIREMENTS...........................................................................27
Traffic Model Information panel.....................................................................................27
Data Table panel..........................................................................................................27
Graph...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-3-Traffic Analyzer Program
Introduction
The Forecasting process estimates the expected call load for a Call Center
based on the observed Historical data.  The Scheduling process estimates and
allocates the resources based on the expected call load within the service level
targets set, and the business objectives of the Call Center.  For this reason, part
of the Scheduling process is to calculate the number of Agents and...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-4-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.
The features available in the Traffic Analyzer program window are described
below.
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...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-5-Horizontal Bar Graph, Recalculate Current Statistics, Calculate Required
Staffing, Recalculate 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                      TASKE Call Center Management Tools Version 7.0-6-Traffic Concepts
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.
Note  In Teletraffic Engineering terms, a Server is a device that accepts tele-phone 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...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-7-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...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-8-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.
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...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-9-· 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?
· 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...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-10-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%....