Taske Call Center Management Tools Version 7.0 Guide

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-13-Pilot Groups
Selecting the Pilot Groups button within the TASKE
Administrator in Database Mode causes the Pilots section of
the database to be displayed. In the List panel at the top of the window, is a
scrollable list of all of the Pilot Groups included in the database. The list contains
an ID Number, Name and Nick Name for each Pilot Group.
The ID Number Column displays unique ID Numbers for each Pilot Group
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Pilot Group Code elements.
The Name Column displays the names for each Pilot Group defined in the
TASKE Database. The Name is a character string which represents the Pilot
Groups full name and is for reference purposes and may appear in Pilot Group
reports.
The Nick Name Column displays nicknames for each Pilot Group defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Pilot
Group records and may be used in reports.
In the Details panel Pilot Groups may be added, deleted or modified by using the
New, Update and Delete buttons.
To make a new Pilot Group entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Pilot Groups button.
3. In the Pilot Group Record Details panel, click the New button.
4. In the Pilot Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Pilot Group Record.
5. Select the Pilots that belong to the new Pilot Group from the Pilot
Members list.
6. Click the Update button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-14-To modify an existing Pilot Group entry
1. Choose the Pilot Group entry to be modified from the List panel.
2. In the Pilot Group Record Detail panel, modify the Pilot Group Record.
3. In the Pilot Group Record Details panel, click the Update button.
To delete an Pilot Group entry
1. Choose the Pilot Group entry to be deleted from the list.
2. In the Pilot Group Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Pilots listed in the Pilot Members panel, select thePilot to examine and click Go To.Account Codes  An Account Code is a number used by an Agent for statistics
purposes. When an Agent receives a Pilot call they determine the type of call and
enter an Account Code into the TASKE system so the call is flagged by type in
the TASKE system for analysis and planning. The TASKE Reports program can
then generate reports for calls with specific codes, and provide supervisors with
various statistics for these calls.
There are two types of Call Account Codes: Verified and Non-Verified.
Selecting the Account Codes button within the TASKE Administrator in Database
Mode causes the Account Codes section of the database to be displayed.
In the List panel at the top of the window, is a scrollable list of all of the Accounts
included in the database. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-15-The ID Number Column displays unique ID Numbers for each Account Code
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Account Code elements.
The Name Column displays names for each Account Code defined in the TASKE
Database. The Name is a character string, which represents the Accounts full
name and is for reference purposes and may appear in Account reports.
The Nick Name Column displays nicknames for each Account Code defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Account records and may be used in reports.
In the Details panel Account Codes may be added, deleted or modified by using
the New, Update and Delete buttons.
To make a new Account entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Account Codes button.
3. In the Account Record Details panel, click the New button.
4. In the Account Record Detail panel, enter the ID, Name, and Nick
Name of the new Account Code Record.
5. Click the Update button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-16-To modify an existing Account entry
1. Choose the Account Code entry to be modified from the List panel.
2. In the Account Record Detail panel, modify the Account Code Record.
3. In the Account Record Details panel, click the Update button.
To delete an Account entry
1. Choose the Account Code entry to be deleted from the list.
2. In the Account Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
SpectrumsThe TASKE ToolBox generates various reports that provide a spectrum or profile
of the timing of calls to the Call Center.
For example, the Reports include a Time To Answer spectrum which indicates
the numbers of calls answered between 10 and 20 seconds, between 20 and 30
seconds, and so on.  This enables you to compare the spectrum of call
answering and the time delay, and determine the delays faced by most callers.Answer Spectrum
The Answer Spectrum edit boxes allow for 10 threshold times for the Time
To Answer spectrum to be set.  The Spectrum reports produced indicate
the number of calls Answered within the threshold time for each column. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-17-Thus, each of the 10 edit boxes is set to an independent threshold time (in
seconds); the edit boxes are set with progressively longer times and a
profile of Time To Answer from 0 to “x” seconds is produced.
Abandon Spectrum
The Abandon Spectrum edit boxes allow for 10 threshold times for the
Time To Abandon spectrum to be set.  The Spectrum reports produced
indicate the number of calls Abandoned within the threshold time for each
column.
Interflow Spectrum
The Interflow Spectrum edit boxes allow for 10 threshold times for the
Time To Interflow spectrum to be set.  The Spectrum reports produced
indicate the number of calls Interflowed within the threshold time, in each
column.
Thus, each of the 10 edit boxes is set to an independent threshold time (in
seconds); the edit boxes are set with progressively longer times and a
profile of Time To Abandon from 0 to “x” seconds is produced.
To Update Spectrum Settings
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Spectrums button.
3. Enter the number of seconds for each threshold time for Answer,
Abandon and Interflow Spectrums.
4. Click the Update button.
OptionsThe TASKE ToolBox provides a wide range of reports that provide statistics on
almost all aspects of the operation of a Call Center.  The available options are
listed below.
Trunk time to answer
Trunk Reports list the percentage of calls that are actually answered within
“x” seconds.  This value is compared with the target service level.  The
threshold time is entered in the Trunk time to answer selection box in
seconds, and is reported under the % Ans’d Before xx Secs column
heading in the Reports. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-18-Ignore abandon time
You can set a threshold time to identify genuine Abandons.  These are
calls that Abandon after the threshold time set in the Ignore abandon time
selection box.  Genuine Abandons are used in the Service Percentages
for the Pilot.
TSF time
The Telephone Service Factor (TSF) is a measure of the level of service
provided to Callers.  It is the percentage of calls Answered and
Abandoned within the defined threshold time compared to the total
number of calls offered.  The setting is now used only for extensions.
Short talk time
The TASKE ToolBox allows you to distinguish calls that terminate after a
very short talk time, from other calls.  The assumption is that a high
proportion of very short Answered calls indicates a potential fault on one
or more trunks.  For example, a faulty Trunk may allow a call to be
Answered, but may not provide a satisfactory audio connection for
conversation to take place.
These calls are reported under the Short Dur’n Calls column heading in
the TASKE Trunk and Trunk Group Reports.  The threshold is set in the
Short talk time selection box.
Week Starts
The TASKE ToolBox enables you to produce Daily Reports by Day of
Week.  The setting of the Week Starts selection box determines which day
is the start of the work week.
Add Auto Attendant TTA
If your Call Center has implemented an Auto-Attendant function, then a
call may be Answered within a short period of time, such as 6 seconds.
However this is not the time that the Caller perceives as the Time to
Answer, since the Caller may have to wait an additional period of time
after the Auto-Attendant answers before reaching an Agent. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-19-To obtain a true measure of the time that it takes to reach the Agent, the
TASKE system takes into account both time periods.  Enabling the Add
Auto-Attendant TTA check box causes the TASKE ToolBox to add the
Time to Answer for the Auto-Attendant function to the Trunk Time to
Answer.
To Update Option Settings
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Options button.
3. Change the settings to be affected.
4. Click the Update button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-20-Performing Configuration Tasks
Examining General Disk Statistics
This option is only available on the TASKE Server or Standalone machine.
Current statistics on file space and disk space for the TASKE Server or
Standalone machine are displayed in the TASKE Administrator in Configuration
Mode under File Maintenance.
The Total Disk Space feature displays the total (used and unused) disk space
available on the local machine.
The Estimated Days Remaining feature displays an estimate of how many days
TASKE will have enough disk space available to continue producing logs and
files at the current rate until more free disk space is required. N/A is displayed on
Client machines.
The Free Disk Space feature displays how much free (available for use) disk
space is currently available on the local machine.
To examine General Statistics
1. Click the Configuration Button on the upper left corner of the TASKE
Administrator program to switch to Configuration mode.
2. Click the PBX File Maint. button.
3. The Statistics are now displayed in the top panel of the Administrator
window in a section called Disk Statistics for... 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-21-Getting detailed statistics on your data files
This option is only available on the TASKE Server or Standalone machine.
Current statistics on file space and disk space for the TASKE Server or
Standalone machine are displayed in the TASKE Administrator in Configuration
Mode under File Maintenance. Statistics can be displayed for the data files on
the local machine by choosing different groups from the Display Usage drop
down list.
Viewing statistics for the Entire Disk will display the Free Disk Space available on
the local machine, the amount of disk space being occupied by TASKE files and
the amount of disk space being occupied by other - non TASKE files.
Viewing statistics for the TASKE Files will display the space occupied by
Compressed Files, Daily Summaries, Weekly Summaries, Monthly Summaries
and Yearly Summaries.
Viewing statistics for the PBX Data Files will display the space occupied by Data
Files less than 24 days old and those greater than 24 days old.
Viewing statistics for the Daily Files will display the space occupied by Data Files
organizing statistics by day that are less than 12 days old and those greater than
12 days old.
Viewing statistics for the Weekly Files will display the space occupied by Data
Files organizing statistics by week that are less than 13 days old and those
greater than 13 days old.
Viewing statistics for the Monthly Files will display the space occupied by Data
Files organizing statistics by month that are less than 31 days old and those
greater than 31 days old.
Viewing statistics for the Year to Date Files will display the space occupied by
Data Files organizing statistics by year to date that are less than 10 days old and
those greater than 10 days old.
To retrieve File Statistics
1. Click the Configuration Button on the upper left corner of the TASKE
Administrator program to switch to Configuration mode.
2. Click the PBX File Maint. Button.
3. To display the different groups of statistics, choose the group desired
from the Display Usage drop down list. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-22-Setting Thresholds
This option is only available on the TASKE Server or Standalone machine.
The TASKE File Maintenance tool allows a user to create thresholds (in days) for
data files for the purpose of keeping the files on the TASKE Server current and
using disk space efficiently.  Thresholds that are set affect documents being
archived and deleted from the system.
To set thresholds
1. Click the Configuration Button on the upper left corner of the TASKE
Administrator program to switch to Configuration mode.
2. Click the PBX File Maint. Button.
3. In the Thresholds section of the File Maintenance window, set the
number of days for each threshold in each of the threshold fields.  For
example, if Data Files older than 21 days are to be archived and
deleted, set the number of days in the Data Files field to 21.
4. Click the Apply button to save the changes.