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 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, may still print the scheduled reports at the
selected times by logging itself into the network.  The User Account and
Password must be correct in order for this to work properly.
10. When all of your Report Generator settings are complete, click on the OK
button. 
						

							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. Click the Properties button.
On the General tab:
4. Click the Auto Export button to mark the report as selected for Auto
Exporting.
5. Click the Schedule Report Generator … button.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 exported automatically.  Any checkboxes with ‘x’’s are
selected and reports will be generated on those days. 
						

							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, may still export the scheduled reports at the
selected times by logging itself into the network.  The User Account and
Password must be correct in order for this to work properly.
10. When all of your Report Generator settings are complete, click on the OK
button. 
						

							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 indication of the
level of Load Activity expected on September 9th of the current year.
The statistics for each day typically cover an entire 24-hour time span, but
may be truncated if the report option to limit the reporting hours of the day to
the preferred definition of a Business Day is activated. This can be set in the
TTBXSRVR.INI file (with any text editor) with the settings of StartPeriod and
EndPeriod.
Daily reports have three (3) report interval options: 15 minutes, half hour and
hour.
WeeklyWeekly reports are used to monitor the operations of a Call Center on a
weekly basis. If the Load Activity for a Call Center is not expected to vary
much between the days of the week but is expected to vary from week to
week, then use the Weekly reports for forecasting purposes. This is less time
consuming than viewing Daily reports since the data is reviewed a week at a
time rather than a day at a time.
Weekly reports represent a report period of seven (7) consecutive days. The
statistics for each day of the week typically cover an entire 24-hour time span
unless the daily reports have been truncated to fewer hours.
Weekly reports have four (4) report interval options: 15 minutes, half hour,
hour and day of the week. 
						

							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.
Monthly reports represent a report period of up to 31 consecutive days,
representing an entire calendar month. The statistics for each day of the
month typically cover an entire 24-hour time span unless the daily reports
have been truncated to fewer hours.
Monthly reports have four (4) report interval options: 15 minutes, half hour,
hour and day of the month.
Year By WeekYear By Week reports may be used to compare this years performance and
call handling productivity by week with a previous year. The Year By Week
reports enable performance and Load Activity for a relatively long period of
time to be reviewed in one report.
Year By Week reports can be generated for a minimum period of 1 week to a
maximum period of 52 consecutive weeks, representing an entire calendar
year, divided by week. The statistics for each day of the year that forms the
Weekly report that is used by the Year By Week report typically covers an
entire 24 hour time span unless the daily reports have been truncated to
fewer hours.
Year By Week reports have four (4) report interval options: half hour, hour,
day of the week and week.
Year By MonthYear By Month reports may be used to compare this years performance and
call handling productivity by month with a previous year. The Year By Month
reports enable performance and Load Activity for a relatively long period of
time to be reviewed in one report.
Year By Month reports can be generated for a minimum period of 1 month to
a maximum period of 24 consecutive months, representing 2 entire calendar
years, divided by month. The statistics for each day of the year that forms the
Monthly report that is used by the Year By Month report typically covers an
entire 24 hour time span unless the daily reports have been truncated to
fewer hours. 
						

							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 Trunks?  Are there too many Trunks? Are there any faulty Trunks?
Trunk Reports show: the number of calls the Trunks carry; the percentage of
time the Trunks are engaged in calls or are idle; the highest number of Trunks
used in each interval; and the number of short calls the Trunks receive in a
given reporting period.  The pattern of Trunk utilization indicates if there are
too few or too many Trunks.  If there are too many Trunks, the Call Centers
costs are unnecessarily high.  If there are too few Trunks, the Call Center
loses calls because Callers may be blocked and given a busy signal.
Trunk Group Reports indicate the highest number of Trunks in use during an
interval.   If all of the available Trunks are frequently in use, then there may be
too few Trunks for the load.  If the data indicates the highest number of
Trunks in use is a relatively small proportion of the total Trunks available, this
suggests there are too many Trunks.
Trunk Reports also indicate how many short calls occur; in short calls, the call
is dropped almost as soon as it is received by a Trunk.  A large number of
short calls on a Trunk indicates the Trunk may be faulty.
ExtensionsThe available reports include:
· Individual Extension, and Extension Group Reports.
Extension Reports provide an indication of the call activity on a given
Extension or Extension Group over a given reporting period.   In an ACD Call
Center, where a number of Agents use different Extensions across different
work shifts, these Reports provide a complete view of the call Answering
performance of the Center in one report.  Extension Reports show the Load
Activity when there is no Agent logged in to the Extension.  Agent Reports are 
						

							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 across work shifts.  This kind of information helps the
Supervisor monitor and assess the productivity and performance of the
Agents who use a given Extension.
Agent Reports show the states of an Agent while they are logged in.
Extension Reports enable the Supervisor to monitor the Load Activity of
Agents.  Additionally, Extension Reports indicate activity on NonACD
Extensions, and provide access ports to devices such as the Voice Mail
system.  Extension Reports allow monitoring of the Voice Mail system; the
usage information is used to estimate the number of ports required for the
Voice Mail system.
This information provides a view of the activities and performance of the
Extensions serving various departments, such as the Sales Department, or
the Customer Service Department.
AgentsThe available reports include:
· Individual Agent and Agent Group Reports.
Agent Reports indicate the call activity of Agents and Agent Groups.  Agent
Reports show various parameters used to monitor activity and performance;
these Reports indicate the amount of time an Agent spends on ACD calls, on
inbound NonACD calls and on outgoing calls.  The Reports also show how
much time an Agent spends in Do Not Disturb and Make Busy, and the
duration of time an Agent is logged in.
This kind of information helps the Supervisor monitor and assess Agent and
Agent Group productivity and performance, and to answer questions such as:
Are there enough Agents to meet the Call Load?  Are there too many Agents?
Are Agents spending too long in Do Not Disturb or Make Busy?
Pilot and Pilot GroupsThe following reports are available.
· Individual Pilot Performance Reports
· Pilot Group Performance Reports
· Pilot Time To Answer Reports 
						

							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 Reports
provide a detailed spectrum analysis by time band (0 to 10 seconds, 10 to 20
seconds) of how long it takes for calls to be Answered, Abandoned or
Interflowed.  Service targets may then be adjusted based on this information.
For example, an organization may be losing customers because many Callers
Abandon at about 40 seconds, while the current service target is 90% of calls
Answered within 60 seconds.  The organization may decide it is worth the
additional cost of more Agents and Trunks to meet a performance target of
90% of calls Answered within 40 seconds.
The Pilot Peak Period Reports identify the periods of peak Load Activity, and
derive statistics on the activity that occurs during these periods.  This
information may be used for forecasting and scheduling purposes.
Reports by Load Activity
The Reports by Load Activity indicate the Load Activity in a Call Center for
various types of calls.  These Reports indicate for the reporting period: the
number of calls received or made, the percentage of total time the calls take, the
number of calls Answered, Abandoned, or Interflowed, and the time it takes for
calls to be Answered or Abandoned.
Abandoned CallsThe number of Abandoned calls compared to total calls is a key parameter.  If
the number of Abandoned calls is high, the Call Centers service level targets
may need to be revised.  To improve the service levels requires that the
number of Agents be increased; it is possible that additional training and/or
guidelines may also be appropriate.  The Supervisor can review the
Abandoned call profile throughout a work shift to identify any time when the
number of Abandons is high.  The Load and the number of Trunks and
Agents available during these windows can be reviewed.
Average Time to AnswerThe average time to answer is also a key parameter in accessing Call Center
performance.  The Supervisor can review the average time to answer (or 
						

							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 targets.
InterflowsThe statistics for Interflows may be used by the Supervisor to identify the
number of calls re-directed out of the Queue.  If the number of calls is large, it
is possible there are too few Agents to handle the Call Load.
Average Duration of CallsThe statistics for the average duration of calls can be used to determine how
much time an Agent requires to handle a call.  This information may be an
indication to the Supervisor that additional training or guidelines are needed
to ensure Agents handle calls efficiently.  Reducing the average call handling
time can significantly increase the throughput of calls handled by the Queue,
and thus reduce costs.
Reports by Queue Activity
Queue activity Reports (Pilot and Pilot Group Reports) primarily show the service
level experienced by Callers; they indicate the percentage of calls Answered or
Abandoned before the target threshold time.  Where a Call Center is failing to
meet its targeted service levels, Queue Activity Reports assist in identifying the
problem. 
						

							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 answered by the Agents, then Callers must be
kept waiting for an Agent to become free. The length of time a Caller waits
depends on how many calls there are compared to the number of available
Agents. Callers only wait so long before Abandoning a call; sufficient Agents
must be available for service to be acceptable.
In between these upper and lower limits there is a balance where a given number
of Agents provide satisfactory service at minimal cost. The objective of Call
Center management is to achieve a good balance.
The balance between economy and service is the crux of the operation of the
Call Center, and produces very significant problems. The first of these is to
predict how many calls can be expected over a given period of time (of an hour,
a work shift or a day, for example). As telephone traffic (or the total number of
calls made and the total duration of these) is highly variable in nature, it is very
difficult to predict. The only practical means of obtaining a reasonable estimate is
to perform a historical analysis of past experience and use this to predict future
traffic volumes and patterns.
The process of estimating projected traffic levels, or call loads on the Queue is
termed Forecasting. Forecasted data can then be used to estimate the number of
Agents and other resources (such as Pilots) needed to meet the forecast call
load, and identify which specific Agents will work which shifts (i.e. scheduling).
Help on TASKE Reports
Selecting the Help menu enables access to basic instruction on commands, and
on available on-line options.
1. Select Help:Contents to open the Help files for the Reports program.  This
will display a list of subject areas for which online help is available.
2. Select Help:About TASKE Reports... to obtain information on the current
TASKE Reports software version.