Taske Call Center Management Tools Acd Monitor Guide

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-11-List.
2. The pilot panels for the selected Pilot(s) and Pilot Group(s) open in the
PIDA.
3. De-select a Pilot or Pilot Group by clicking it a second time.
To select Pilots and Pilot Groups for monitoring:
To select a range of Pilots/Groups to toggle on or
off, SHIFT- or CTRL-click the range of
Pilots/Groups from the list and click the Toggle
button. Selected Pilots/Groups are highlighted in
blue....

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-12-represented by bars in the graph. The real-time statistics provide both queue and
agent status information. These statistics are:
Ÿ the time of the longest call waiting
Ÿ the number of calls waiting
Ÿ the number of agents on ACD calls
Ÿ the number of agents on non-ACD calls
Ÿ the number of agents logged on
Ÿ the number of agents available
Ÿ the number of agents idle
Ÿ the number of agents unavailable
Ÿ the...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-13-The report is displayed in the PIDA and the table is organized into five columns,
each based on one or more agent states. In the title bar of each column, a
number is provided in brackets. This number indicates the number of agents
currently in that state.
The cells in the Agent Queue report provide agent and agent state information.
The amount of information displayed in the cells is dependent on the...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-14-Changing the display properties in a cell affects the information display for all of
the cells in the table.
Using color to display agent statesThe use of color in the Agent Queue report is very effective for a quick analysis
of agent states. To further enhance the use of color in the Agent Queue report,
users can enable the color display for some states and disable the color display
for others using the...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-15-displays the selected map layout. The toolbar contains three buttons that access
the map layouts and their setup. The Agent Maps button accesses the map
layouts, the Map Legend button accesses the color legend for the agent states,
and the Agent List button accesses the list of agents in the Pilot.
The grid in the Agent Map is where the agents are grouped. The grid can be as
small as one cell or as large as...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-16-To delete a map layout:
1. Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
2. Enable the check box of the map layout to delete.
3. Click Delete to open the TASKE ACD Monitor dialog box.
4. Click Yes to delete the map layout.
Adding and removing agents from a map layoutA drag-and-drop feature is used to add agents to and remove agents from a map
layout.
To place an agent in a map...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-17-To switch between map layouts:
1. Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
2. Enable the check box for the desired map layout.
3. Click Close to close the Agent Maps dialog box.
Filtering cell information using the Cell PropertiesEach cell in a map layout can display up to six items. These items are: an agent
state icon, the agent ID, the agent name, the agent nick name, a state...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-18-To enable or disable the color display of agent states:
1. Click Map Legend... on the toolbar or right-click the grid and select View
Legend from the menu to open the State Legend dialog box.
2. Enable the check boxes of the agent states that will display color.
3. Disable the check boxes of the agent states that will not display color.
4. Click  to close the State Legend dialog box.
When the color display...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-19-Using the Longest Waiting Time Report
The Longest Waiting Time report is a bar graph that indicates the amount of time
the longest waiting caller has been in the pilot or pilot group queue for each
minute of the last hour. Segmented into one-minute intervals, the graph updates
once every minute.
To view the Longest Waiting Time report:
1. Select the Pilot or Pilot Group that interests you from the Pilot...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-20-To view the Call Counts report for the last 12 hours:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel for the selected Pilot or Pilot Group, enable the Last 12
Hours  button.
3. Click either the Calls Answered  button, the Calls Abandoned  button,
or the Calls Interflowed  button on the Last 12 Hours branch of graph
control buttons.
Using the Service...