Taske Call Center Management Tools Version 7.0 Reports Guide

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 11-By GroupBy Agent
By PilotDNIS
Area CodeArea Code & City
StateAccount Codes
Display areaThe Display Area of the Contents tab shows any resources available for a
report, and all of the available Interval Options. If any of the options have
been selected for the current template, they appear with a red checkmark
beside them in the Display Area. To select an interval option, (i.e. report by
half-hour intervals) click in the...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 12-These Properties include:
Export FormatA report may be exported from the TASKE Reports program to any of 22
different file types. A file type must be chosen to determine the format of your
report.
The different file types available for export are:
Print ImageAscii
Lotus 123 1ALotus 123 2.0
Symphony 1.0Symphony 1.1
QuattrodBase II
dBase IIIMicrosoft Excel 2.1
Comma Separated VariabledBase IV
Tab Separated VariableQuattro...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 13-Generating Reports
Creating a Report template
A report template can be created and saved for any type of report the TASKE
Reports program generates to extract data collected in the TASKE Database.
The template specifies the Time Period (Daily, Weekly, Monthly, Year by Week,
and Year by Month) the report is to cover, Interval criteria (quarter hour, half
hour, hour, day of week, week, day of month, month) and specific...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 14-· A Monthly Trunk report can report by quarter hour, half hour, hour
or day of month.
· A Year by Week Trunk report can report by half-hour, hour, day of
week or week.
· A Year by Month Trunk report can report by half-hour, hour, day of
month or month.
9. Choose OK to close the Properties dialog box when all settings are made.
10. Ensure the report template is highlighted in the list of Templates, and then
click the...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 15-7. Scroll through the different pages of the report on screen by changing the
page number in the Page Selector in the Publication Viewer panel.
8. To print the report, choose the Print button from the Publication Viewer
panel. To preview the printing, choose the Print Preview button.
Note  If the option Auto Print is selected in the Properties of the selected reporttemplate, the report automatically prints when it is...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 16-directory specified in the Export Path property for the selected report
Template.
Note  Once the export properties are set for a template, they do not have to beredone every time the report is exported. They are saved with the Export
Properties and may be changed as needed.
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Creating a Forecast Report template
A Forecast report is a report the TASKE Reports program...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 17-4. Enter a name and description for the Forecast Template.
On the Pilot/Pilot Groups tab:5. Click the button for Pilot or Pilot Group.
6. In the Display area, select each of the listed Pilots or Pilot Groups to be
included in the report and enable one or more Report Options for that
Agent.
7. The Selection option marks the Pilot or Pilot Group for inclusion in the
Forecast report. If the Selection option is not checked,...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 18-answered on their second attempt, making a total of 10 calls counted in
the Forecast report.
8. Mark which Pilot(s) or Pilot Group(s) are to have interflowed calls counted
by choosing their Interflows checkboxes.
On the Forecasting Parameters tab:9. Set the Forecasting Parameters that the TASKE Reports program applies
to the selected data to create a forecast.
The Resolution option is to select a quarter hour, half hour...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 19-The TSF (%) option is to set the TSF % factor to be used for
Forecast report calculations. The default is 80%, but is adjustable in
1% increments from 1% to 100%. The Telephone Service Factor
(or TSF) is the ratio of calls either Answered or Abandoned before
a threshold time, to (divided by) the total number of calls offered.
The TSF Time (secs) option is to set the threshold time for the TSF
factor to be used for...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 20-One Week is the Forecast size in the Forecasting Parameters tab, then
there is the option to choose weeks for the Forecast report.
11. Choose OK to close the Properties dialog box when all settings are
completed.
12. Ensure the Forecast report template is highlighted in the list of templates,
and then click the View button in the Report Templates panel. The
Forecast report is displayed in the Publication Viewer. The...