Taske Call Center Management Tools Version 7.0 Reports Guide

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 21-On the Schedule Report Generator window
6. Click on the Automatically run Report Generator checkbox.
7. Click on the checkboxes beside the days of the week that reports are to
be generated and printed for automatically.  Any checkboxes with ‘x’’s are
selected and reports will be generated on those days.
8. Choose the time of day for the report to be generated and printed from the
drop down list of times at the top right...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 22-Scheduling Reports for Exporting
Daily, Weekly, and Monthly, Year by Week and Year by Month Reports may be
scheduled for automated exporting at specified dates and times in the Reports
program.
In the Main Control panel:
1. Click the button corresponding to the desired report period.
In the Report Templates panel:
2. Select the report template that appears in the Reports Templates list to set
scheduled exporting for.
3....

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 23-8. Choose the time of day for the report to be generated and exported from
the drop down list of times at the top right of the window.
9. If you are using Windows NT, click on the Set password button at the
bottom of the window.  If you are not using Windows NT, you will not see
this option.
On the Set Password Window
Set the password for network login.  This is so that a computer not logged
in to the network at night,...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 24-Analyzing Reports
Reports by Reporting Period
DailyDaily reports are used to monitor the operations of a Call Center on a daily
basis. The Load Activity data from the Daily reports of previous months or
years might be used to forecast the call demand expected on a specific day of
the year, such as Boxing day. For example, the level of Load Activity shown
in last years Daily report for September 9th might be a good...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 25-MonthlyMonthly reports may be used to compare this months performance and call
handling productivity with a previous months performance. Monthly reports
may also be used for budget planning purposes. For example, to examine the
seasonal Load Activity levels that pertain to term hiring, Monthly reports
provide the Load Activity data in a manageable number of reports, rather than
31 Daily reports or 4 Weekly reports....

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 26-Year By Month reports have four (4) report interval options: half hour, hour,
day of the week and week.
Report by Resource
Reports are produced for the following elements of the ACD Call Center.
TrunksThe available reports include:
· Individual Trunk and Trunk Group Reports.
The information in Trunk Reports is used to assess the performance of
Trunks and Trunk Groups, and to answer questions such as: Are there
enough...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 27-produced for periods when there is an ACD Agent logged in.  Additionally,
Extensions may support NonACD elements of the system, enabling their
performance and use to be monitored.
Extension Reports show the amount of time Extensions are engaged in: ACD
calls, inbound NonACD calls, and outbound calls.  Extension Reports also
show the number of Abandoned and transferred calls, and cumulative
statistics on Extensions...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 28-· Pilot Time To Abandon Reports
· Pilot Time To Interflow Reports
· Pilot Call Activity Reports
· Pilot Peak Period Reports (for Monthly Reports only)
Pilot Performance Reports are the primary means of examining the Callers
perception of service; Pilot Reports provide statistical information on
performance from the point at which the Call enters the system.
The Pilot Time-To-Answer, Time-To-Abandon and Time-To-Interflow...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 29-average speed of answer).  If the average time to answer value is consistently
large, this indicates that service levels are not being met.
Call Usage StatisticsCall usage statistics and the numbers of different types of calls, such as
inbound and outbound calls, are used to perform traffic engineering.  These
statistics are used to estimate the number of Trunks and Agents required to
meet the Call Centers service level...

TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 30-Forecasting Reports
Within a Call Center, if there are more Agents than calls needing to be answered
then the Agents are idle for part of the time and costs are increased. In most
cases, the Queue is designed so that the number of Agents available at any
given time is less than the number of incoming calls. This places an upper limit
on the number of Agents required for a Call Center.
If there are more calls than can be...