Taske Call Center Management Tools Version Instructions Manual

							Search                                               TASKE Call Center Management Tools Version 7.0-21-Answer PersonalThe Answer Personal report displays agents on non-ACD calls.
Answer Personal=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberAnswer ACDThe Answer ACD report displays agents on ACD calls.
Answer ACD=Report titleP###=Pilot numberAGT: ####=Agent IDLine: #=Line numberOriginateThe Originate report displays outbound calls originating with an agent.
Originate=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberIdleThe Idle report displays the agent state when idle. This may be Idle, Make Busy,
Do Not Disturb, or Do Not Disturb and Make Busy.
Idle=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberState: ???=Agent state, will be Idle, Make Busy, Do Not Disturb, or Do
Not Disturb and Make Busy 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-22-Work Timer Start / ExpireThe Work Timer Start / Expire reports display the agent use of Work Timer.
Work Timer Start or Work Timer Expire=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberHold Activate / Retrieve / AbandonThe Hold Activate / Retrieve / Abandon reports display the use of hold by agents.
Hold Retrieve, Hold Activate, or Hold Abandon=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberRemote ACD AnswerThe Remote ACD Answer report displays calls answered by agents at remote
sites.
Defining ACD Search Parameters
Define the parameters for an ACD search in
the Search Parameters dialog box. To access
the Search Parameters dialog box for ACD
records, ensure that an ACD search is open
and click either  or . Clicking  creates
a sub-filter for the selected filter, and clicking modifies the selected filter.
The Search Parameters dialog box for ACD
records contains five tabs: Time, Agents,
Extensions, Pilots, and Groups. Using these
tabs, include the time of day, an agent ID, an
extension number, a Pilot number, and a
group ID in a search filter. After selecting all
of the desired options for the search filter,
click OK to view the results. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-23-Searching for Call Events by Time
The Time tab defines search filter
criteria based on the time of day that
events occurred. By defining a start
time and an end time, define a time
period as small as one minute or as
large as 23 hours and 59 minutes. The
search filter excludes all records that do
not fall within the specified time period.
To include the Time Reports in the filter,
enable the Time Report check box. To
exclude the Time Reports from the filter
disable the Time Report check box.
To create a time base for a search filter:
1. Click the hour field in the Start Time box to select the field.
2. Input a number between 00 and 23.
3. Click the minute field in the Start Time box to select the field.
4. Input a number between 00 and 59.
5. Repeat steps 1 to 4 in the End Time box.
Searching for Call Events by Agent
The Agents tab defines search filter
criteria based on line numbers and
events related to a specific Agent ID.
The Line field on the Agents tab defines
a range of line numbers to include in the
search filter. The Agent ID field and the
check boxes below define the agent
events to include for the identified
agent.
When defining the search parameters
on the Agents tab, use the Toggle All
button to switch between enabling and
disabling all of the options.
To create a filter on agent specific information:
1. Click the Greater Than box in the Line section to select the field.
2. Input a value to represent the lower limit for the line number. This must be 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-24-a number from 0 to 99.
3. Click the But Less Than box in the Line section to select the field.
4. Input a value to represent the upper limit for the line number. This must be
a number from 0 to 99.
5. Click the Agent ID box and input the ID of the agent to include in the
search filter.
6. Enable the check boxes of the agent events to include in the search filter.
Searching for Call Events by Extension
The Extensions tab defines search filter
criteria based on an extension number.
The Extension field and the check
boxes below define the extension
events to include in the search filter for
the identified extension.
When defining the search parameters
on the Agents tab, use the Toggle All
button to switch between enabling and
disabling all of the options.
To create a filter on extension specific information:
1. Input the extension number of the extension to include in the search filter.
2. Enable the check boxes of the extension events to include in the search
filter.
Searching for Call Events by Pilot
The Pilots tab defines search filter
criteria based on a particular pilot. The
Pilot to include in the search filter is
identified in the Pilot box and the
remaining sections of the tab define the
search parameters for the Pilot.
To avoid including a number of
unwanted records in the search filter
that are not specific to a Pilot, disable
the Time Reports, agent events,
extension events, and Group Reports on
the other tabs. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-25-To create a search filter for a specific Pilot:
1. Input the Pilot number of the Pilot to include in the search filter.
2. Enable the Pilot Report check box to include Pilot reports in the search
filter.
3. Enable the Answer ACD check box to include Answer ACD reports in the
search filter
4. Enable the Remote ACD Answer check box to include Remote ACD
Answer reports in the search filter.
To include a range for the longest call waiting for the Pilot in the search filter,
input a start time and an end time in the Longest Call Waiting section of the Pilots
tab. The start time and the end time identify the duration of the longest call
waiting. For instance, input 00:10 in the Start box and 01:30 in the End box to
find all of the longest calls waiting for the Pilot that waited anywhere from ten to
ninety minutes. The duration of the longest call waiting can be as short as one
minute or as long as 23 hours and 59 minutes.
To set a range for the longest call waiting in the queue of the selected Pilot:
1. Click the hour field in the Start box to select the field.
2. Input a number from 00 to 23 to define the lower limit for the hour.
3. Click the minute field in the Start box to select the field.
4. Input a number from 00 to 59 to define the lower limit for the minute.
5. Repeat steps 1 to 4 to define the upper range for the duration of the
longest call waiting in the End box.
To include a range for the number of calls waiting for the Pilot in the search filter,
input a value for the low end of the range and a value for the high end of the
range in the Calls Waiting section of the Pilots tab.
To set a range for the calls waiting:
1. Click the Greater Than box to select the field.
2. Input a number from 0 to 999 to define the lower range for the number of
calls waiting.
3. Click the But Less Than box to select the field.
4. Input a number from 0 to 999 to define the upper range for the number of
calls waiting. Ensure that this number is greater than the number in the
Greater Than box.
To include a range for the number of available agents for the Pilot in the search
filter, input a value for the low end of the range and a value for the high end of
the range in the Available Agents section of the Pilots tab. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-26-To set a range for the available agents:
1. Click the Greater Than box to select the field.
2. Input a number from 0 to 999 to define the lower range for the number of
agents available.
3. Click the But Less Than box to select the field.
4. Input a number from 0 to 999 to define the upper range for the number of
agents available. Ensure that this number is greater than the number in
the Greater Than box.
Searching for Call Events by Group
The Groups tab defines search filter
criteria based on a particular group. The
group to include in the search filter is
identified in the Group ID box and the
remaining sections of the tab define the
search parameters for the group.
To avoid including a number of
unwanted records in the search filter
that are not specific to the group,
disable the Time Reports, agent events,
extension events, Pilot Reports, Answer
ACD reports, and Remote ACD Answer
on the other tabs.
To create a search filter for a specific group:
1. Input the group number in the Group ID box.
2. Enable the Group Report check box to include group reports for the group.
To include a range for the longest call waiting for the group in the search filter,
input a start time and an end time in the Longest Call Waiting section of the
Groups tab. The start time and the end time identify the duration of the longest
call waiting. For instance, input 00:10 in the Start box and 01:30 in the End box to
find all of the longest calls waiting for the group that waited anywhere from ten to
ninety minutes. The duration of the longest call waiting can be as short as one
minute or as long as 23 hours and 59 minutes.
To set a range for the longest call waiting:
1. Click the hour field in the Start box to select the field.
2. Input a number from 00 to 23 to define the starting hour.
3. Click the minute field in the Start box to select the field.
4. Input a number from 00 to 59 to define the starting minute. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-27-5. Repeat steps 1 to 4 in the End box.
To include a range for the number of calls waiting for the group in the search
filter, input a value for the low end of the range and a value for the high end of
the range in the Calls Waiting section of the Groups tab.
To set a range for the calls waiting:
1. Click the Greater Than box and input a number from 0 to 999 to define the
lower range for the number of calls waiting.
2. Click the But Less Than box and input a number from 0 to 999 to define
the upper range for the number of calls waiting. Ensure that this number is
greater than the number in the Greater Than box.
To include a range for the number of available agents for the group in the search
filter, input a value for the low end of the range and a value for the high end of
the range in the Available Agents section of the Groups tab.
To set a range for the available agents:
1. Click the Greater Than box and input a number from 0 to 999 to define the
lower range for the number of agents available.
2. Click the But Less Than box and input a number from 0 to 999 to define
the upper range for the number of agents available. Ensure that this
number is greater than the number in the Greater Than box.