Taske Call Center Management Tools Version 7.0 Guide

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TASKE ADMINISTRATOR PROGRAM..............................................................3
TASKE ADMINISTRATOR AND DATABASE CONCEPTS................................4
Account Codes Definition..................................................................................4
Agent Groups Definition....................................................................................4
Extension Groups...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-2-Interflow Spectrum..........................................................................................17
Options.........................................................................................................................17
Trunk time to answer.......................................................................................17
Ignore abandon...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-3-TASKE Administrator program
Selecting the Administrator icon accesses the TASKE Administrator
program.
The TASKE Administrator program is used in the process of creating a database
of names, numbers and other characteristics of your Call Center.  Creating a
database enables the TASKE system to generate reports for elements of the
telephone system used throughout your company. Changes to the database can
only be made through...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-4-TASKE Administrator and Database Concepts
Account Codes Definition
Account Codes are numbers an Agent enters in the system while engaged
on a Pilot call to flag the call by type so that call statistics can be collected
by the TASKE system for analysis and planning.
The fields that are applicable to Verified Call Activity Account Codes are:
the Call Account Code Number, Name and Nick Name. A Call Account
Code Number must be...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-5-Extensions Definition
The keyset connected to the phone system is described as an Extension
or Station. In principle, the keyset operates in the same way as the
telephone in your home, and may in fact be the same type of telephone
instrument. The telephones that are used in the business environment,
particularly the telephones that are used in Call Centers may also be more
sophisticated than typical residential telephones....

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-6-The shadow drive is used as a backup mechanism and stores data for a
relatively short period of time, such as 30 days. This usually provides a
long enough period to determine if the data on the primary network file
server is accurate.
TSF Time Definition
The Telephone Service Factor (TSF) is the ratio of calls which are either
Answered or Abandoned before a threshold time, to (divided by) the total
number of calls which are...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-7-Overview of the TASKE Administrator Interface
Overview of Database Mode
Database Mode allows you to perform the design, construction and editing of the
Administration database. This Includes configuring the number of Trunks,
Extensions, Agents, Pilots and Accounts in use on your telephone system and
establishing groups for reporting purposes.
To use the TASKE Administrator in Database Mode, click on the
Database icon in the...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-8-To choose which table records should be displayed from, you must click
on one of the table buttons on the left-hand side of the screen (these
include Trunks, Trunk Groups, Extensions, Extension Groups, Agents,
Agent Groups, Pilots, Pilot Groups, and Accounts).
Details panel
In the Details panel (lower right-hand side) any detailed information
pertaining to a particular record selected in the List panel is displayed.
As the...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-1-Note:  If the Administrator program is being used on the TASKE Server machine,the tasks include: File Maintenance, Alarms and Logs.  If the TASKE
Administrator is being used on a Supervisor machine, only the Logs option will be
available.File Maintenance
The File Maintenance tool contains 2 panels. The top panel displays
current statistics on file space and disk space for the TASKE Administrator
machine (the Server in a...

TASKE Administrator             TASKE Call Center Management Tools Version 7.0-2-At the bottom of each panel is a button to perform the tasks immediately.
For example, at the bottom of the Archive Files panel is a Archive Now...
button which performs all archive tasks selected upon being pressed
(when pressed, a dialog box will appear, confirming the actions).
Alarms
The Alarms section allows setting alarms for notification if the Collector
isnt receiving data records, or if the available disk space...