Taske Call Center Management Tools Version 7.0 Agent Desktop Guide

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TASKE AGENT DESKTOP.................................................................................2
Agent Desktop Screen Overview....................................................................................2
CREATING NEW AGENT DESKTOP SETTINGS..............................................2
To create new Agent Desktop settings:...........................................................................2
ADDING OR MODIFYING AN ACD VARIABLE.................................................2
To define or add a variable:............................................................................................2
To modify an existing variable:........................................................................................3
To delete an existing variable:........................................................................................4
CHANGING THE VARIABLE COLOR THRESHOLDS.......................................4
To change the colors for an ACD Statistic:......................................................................4
CHANGING THE VARIABLE DISPLAY ORDER................................................6
To change from vertical to horizontal display of variables:..............................................6
To change from horizontal to vertical display of variables:..............................................6
To change the display order of variables:........................................................................7
DOCKING THE AGENT DESKTOP....................................................................7
To Dock the Agent Desktop:...........................................................................................7
To Undock the Agent Desktop:.......................................................................................7
MODIFYING THE DISPLAYED PILOT INFORMATION......................................7
To change the displayed Pilot (group) information:.........................................................8
CHANGING THE DISPLAY FONT......................................................................8
To change the font..........................................................................................................8
ADJUSTING THE WINDOW SIZE AND POSITION............................................9
To adjust the window size:..............................................................................................9
To Hide the window from the Windows Desktop:............................................................9
To keep the window on top:............................................................................................9
SAVING AND RESTORING AGENT DESKTOP SETTINGS............................10
To save Agent Desktop settings:...................................................................................10
To open a saved version of Agent Desktop settings:.....................................................10
EXITING AGENT DESKTOP.............................................................................10
To close the Agent Desktop:.........................................................................................10
HELP ON TASKE AGENT DESKTOP..............................................................11 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-2-TASKE Agent Desktop
The TASKE Agent Desktop provides the functionality of the TASKE WallSign
program right on your desktop screen, including real-time and historical statistics.
Agent Desktop Screen Overview
The TASKE Agent Desktop displays a sizable window that contains user-
specified variables. The window is sized by clicking and holding the left mouse
button on the border of the window, and dragging until the desired window size is
obtained.The menu is displayed by clicking
the right mouse button anywhere
within the Agent Desktop display
window.
The Agent Desktop menu options
are discussed in the following
sections of this document. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-2-Creating new Agent Desktop settings
User defined variables and Agent Desktop settings can be saved for future
display. A user may create multiple sets of different settings for their Agent
Desktop, to be used as needed.
To create new Agent Desktop settings:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select New Settings from the pop-up menu.   This will clear the Agent
Desktop if settings are already being displayed.
3. If Settings are already displayed in the Agent Desktop, and they are to be
saved before creating a new set, the Agent Desktop will prompt for a
name for the existing settings to be saved with before starting a new set.
Adding or modifying an ACD Variable
The Agent Desktop can read ACD statistic information from the ACD Collector
and display the information in real-time. Before any information can be shown, a
list of variables must be defined.
To define or add a variable:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Add Variable For from the pop-up menu. A pop-up menu will
appear with a list of the available pilots and pilot groups.
3. Choose a Pilot or Pilot Group from the list. A dialog box appears for
variable settings. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-3-4. Choose the Statistic you would like from the drop-down list of ACD
Statistics.
5. Enter the name you would like the Statistic displayed with in the Agent
Desktop. You may leave it as the default by leaving the default displayed
in the ACD Statistic Name field.
6. Choose the colors and ranges for your variable. Color combinations can
be specified for up to 3 ranges of any ACD statistic.
7. Click the OK button to create a new variable for your Agent Desktop which
will display in the Agent Desktop Window.
To modify an existing variable:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Edit Variable from the pop-up menu. A pop-up menu will appear
with a list of the available variables.
3. Choose the Variable you would like to edit. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-4-4. Make your changes and
5. Click the Close button to update the display.
To delete an existing variable:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Delete Variable from the pop-up menu. A pop-up menu will appear
with a list of the available variables.
3. Choose the Variable you would like to delete.  The variable selected in
the list is deleted and the display is updated.
Changing the variable color thresholds
Each variable displayed on the Agent Desktop can change its colors based on a
user-defined range of values.
To change the colors for an ACD Statistic:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Edit Variable from the pop-up menu. A pop-up menu will appear
with a list of the available variables.
3. Select the desired variable.  The Background/Foreground colors dialog
box appears. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-5-4. Enter the desired range values and
5. Click on the color boxes to select the colors.
For example, if you have already defined a Number of Agents Idle
variable, you could define the colors as follows:
1. Move the cursor anywhere within the Agent Desktop window and
click on the right mouse button.
2. Select Edit Variable from the pop-up menu. A pop-up menu will
appear with a list of the available variables.
3. Click on the Number Of Calls Waiting On Group variable.
4. In the second range box (small box on the left-hand side of the
window with the value 99:59 displayed in it), type the number 2.
This defines Range 1 as all numbers between 0 and 2. In the third
range box, type the number 3. This defines Range 2 as all numbers
between 2 and 6. By default, this also defines Range 3 as all
numbers between 6 and 9999.
5. To define the Agent Desktop display black text with a green
background for Range 1, click on the Background color box for 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-6-Range 1 and choose the color black. Then click on the Foreground
color box and choose green. The foreground color is the color the
text is presented in.
6. To define black text with a yellow background for Range 2, click on
the Background color box for Range 2 and select yellow. Click on
the Foreground color box and choose black.
7. To define black text with a red background for Range 3, click on the
Background color box for Range 3 and select red and click on the
Foreground color box and choose black.
8. Click on the OK button to save your settings.
When the number of Calls Waiting on the group falls within one of the
defined ranges, the corresponding color combination will be used to
display the text in the Agent Desktop window.
Changing the variable display order
By default, any variables added to the Agent Desktop are displayed vertically in
the order they are created.
To change from vertical to horizontal display of variables:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Display Variables Across from the pop-up menu. The variables will
automatically rearrange to a horizontal configuration within the Agent
desktop.
To change from horizontal to vertical display of variables:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. The Display Variables Across option appears with a checkmark to indicate
it is active. Choose the option Display Variables Across to change the
display to vertical. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-7-To change the display order of variables:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Change Display Order... from the pop-up menu.
3. Choose a variable to move by clicking on it and drag it to the desired
location in the list, or highlight the variable to move and click the up/down
arrows at the top left corner of the dialog box to move the variable in the
list.
Docking the Agent Desktop
The Agent Desktop can be docked on your Windows Desktop in a similar manner
to any other Windows application.
To Dock the Agent Desktop:
1. Right-click your mouse anywhere in the Agent Desktop window.
2. Move your pointer over the Dock menu option, and then select where you
wish to dock the Agent Desktop application on your screen: Left, Right,
Top or Bottom.
The Agent Desktop will then dock on the selected side of your Windows Desktop,
and resize/move all other desktop applications to fit.
To Undock the Agent Desktop:
1. Right-click your mouse anywhere in the Agent Desktop window.
2. Select Undock from the pop-up menu.
The Agent Desktop will then undock from the selected side of your Windows
Desktop, and return to the original state of floating.
Modifying the displayed pilot information
By default, all variables that are displayed in the Agent Desktop are displayed
with the icon representing the variable, the Pilot (Group) ID, Pilot (Group) Full
Name, Variable Name and Value. You may also choose to display the Pilot
(Group) Nick Name in the Agent Desktop. As many or as few of those identifiers
may be displayed in the Agent Desktop. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-8-To change the displayed Pilot (group) information:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select View from the pop-up menu. A pop-up list of all of the different
identifiers displays.
3. Choose the information you would like to display from the list - any
information that has a check mark beside it in the pop-up menu will be
displayed in the Agent Desktop.
Changing the display font
The Agent Desktop uses the same font for all variables displayed in its window.
The font used is automatically sized to fit the window. The standard Windows
Font dialog box allows you to change the font used to display the ACD variables
in the Agent Desktop Window.
To change the font
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Change Font... from the pop-up menu. A standard Windows Font
dialog box will appear that allows you to select a font from all fonts
currently installed on your system. 
						

							Agent Desktop                        TASKE Call Center Management Tools Version 7.0-9-3. Select a font, font style and effect. Note that there are no font size or color
options in the Font dialog box as these are controlled automatically by the
Agent Desktop.
4. Click OK to use the current settings.
Adjusting the window size and position
The Agent Desktop window can be adjusted to any size, up to the full size of your
screen. The font size is automatically adjusted to accommodate the new window
size.
The Agent Desktop window can be set to appear on top of all other windows at
all times. This eliminates the need to search through multiple windows to find the
Agent Desktop. The Agent Desktop can also be set to dock on your Windows
Desktop, similar to other Windows applications, so that it stays in one location.
To adjust the window size:
1. Move the cursor anywhere along the border of the window.
2. When the cursor changes to a double-arrow, click and hold the left mouse
button.
3. Move the mouse until the window is the desired size.
4. Release the mouse button.
To Hide the window from the Windows Desktop:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Hide from the pop-up menu. The Agent Desktop is still operational,
however is hidden from view. To restore (unhide) the Agent Desktop, right
click on the Agent Desktop icon in the Windows Taskbar tray, and choose
Restore from the pop-up menu.
To keep the window on top:
1. Move the cursor anywhere within the Agent Desktop window and click on
the right mouse button.
2. Select Always On Top from the pop-up menu.