Taske Call Center Management Tools Version Instructions Manual

Search                                               TASKE Call Center Management Tools Version 7.0-11-Using the Search Options Tab
Using the Search Options tab, define search filter criteria based on call
characteristics. When all of the desired options for the search filter are selected,
click OK to view the results.Using the Time to Search for CallsTo create a search filter that includes the call records
occurring within a specific time period, define a start time
and an end time in the Include...

Search                                               TASKE Call Center Management Tools Version 7.0-12-seconds. Input values ranging from 0 to 999 seconds in the input boxes of this
section.
To define the time to answer range:
1. Click the Greater Than box and input a value between 0 and 999 to
represent the lower limit for the time to answer.
2. Click the But Less Than box and input a value between 0 and 999 to
represent the upper limit for the time to answer.
Searching for Calls by DurationThe call...

Search                                               TASKE Call Center Management Tools Version 7.0-13-Searching for Calls by ParticipantUse the Party section of the Search Options tab to create
a search filter based on an agent ID or extension number.
Call records can be extracted for an individual based on
calls made, calls received, or calls handled as a third
party. Only one of these items can be included in a single
filter.
A search using the Calling box searches for the calls made by the selected...

Search                                               TASKE Call Center Management Tools Version 7.0-14-Searching for Call Records Using Automatic Number IdentificationInput a number in the ANI box to include a specific ANI number
in the search criteria. ANI is an acronym for Automatic Number
Identification. This is a service provided by a telephone
company that identifies the telephone number of the caller. Not all trunks can
provide this information and it is usually a service that must be purchased...

Search                                               TASKE Call Center Management Tools Version 7.0-15-The allowable characters to use when searching for a system ID are:
0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character.Searching for Call Records Using the Account CodeAccount codes are a call classification mechanism
used by some organizations. Call centers using
account codes can create search filters to search
for call records...

Search                                               TASKE Call Center Management Tools Version 7.0-16-The call completion results to include in a search are:
Blank (Nothing) - When the call completion status is blank in a call record, it
means that the call completion result for the call record is unknown.
Answer Supervision - The Answer Supervision call completion status occurs
when the central office provides a signal to the PBX indicating that the outgoing
call received an answer.
Callee is Busy -...

Search                                               TASKE Call Center Management Tools Version 7.0-17-Speed Call - A Speed Call is reported in a call record when a short directory
number, programmed into the PBX, that represents a longer number is dialed.
External Call Forward - External Call Forward occurs in a call record when a
dialed extension has call forwarding enabled and the call is forwarded to an
external number.
Default ARS - ARS is an acronym for Automatic Route Selection. The ARS is a...

Search                                               TASKE Call Center Management Tools Version 7.0-18-Conference - Conference occurs in a call record when a third party is involved in
the call via a conference.
Searching ACD Call Records
Displayed in a tree structure in the left pane of the Search interface, filters are created
for the selected PBX files based on specific incidences that occur within calls. Setting
boundaries for these incidences eliminates those records that do not fall within the...

Search                                               TASKE Call Center Management Tools Version 7.0-19-reports, and event reports. Time reports, group reports, and pilot reports always contain
the same type of information. The content of the event reports depends on the event
being reported.
Time ReportsGenerated every 15 seconds, a time report synchronizes the PC clock with the
PBX clock. A time report provides the following information:
##/##/##=Date in DD/MM/YY format##:##:##=Time in HH:MM:SS...

Search                                               TASKE Call Center Management Tools Version 7.0-20-Event Reports
Event reports are generated whenever an event occurs. There are ten types of
event reports. These are Login/Logout, Set/Remove DND, Set/Remove Make
Busy, Answer Personal, Answer ACD, Originate, Idle, Work Timer Start/Expire,
Hold Activate/Retrieve/Abandon, and Remote ACD Answer. The first two fields of
all event reports contain the date, in DD/MM/YY format, and the time in
HH:MM:SS format....