Taske Call Center Management Tools Acd Monitor Guide

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-21-Using the Average Time to Answer Report
The Average Time to Answer report is a stacked bar graph that provides the
average time to answer and the maximum time to answer. The graph is available
for the last hour and the last 12 hours. The last hour graph is segmented into 15-
minute periods and the last 12 hours graph is segmented into 2.5-hour periods.
Both graphs are continually updated with the most...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-22-branch of graph control buttons.
Using the Average Talk Time Report
The Average Talk Time report is a bar graph that provides the average length of
answered calls for the Pilot or Pilot Group. The graph is available for the last hour
and the last 12 hours. The last hour graph is segmented into 15-minute periods
and the last 12 hours graph is segmented into 2.5-hour periods. Both graphs are
continually...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-23-branch of graph control buttons.
Using the Answered by Group Report
The Answered by Group report is a bar graph that indicates the percentage of
calls handled by each Agent Group within the Pilot or Pilot Group. The graph is
available for the last hour and the last 12 hours. The last hour graph is
segmented into 15-minute periods and the last 12 hours graph is segmented into
2.5-hour periods. Both graphs are...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-24-manner similar to that of a VCR. Use the replay controls to maneuver throughout the
data for the selected day. Prior to playing the data, select the date for the replay and set
the replay speed to an adequate level.
The controls for the Replay mode are located on the Main Control
Panel. Use the controls to select the replay date and speed, and to
control the progression of the information. In addition, a...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-25-define time of day and queue events that pause the replay when encountered.
Known as Trigger Stops, the thresholds for call center conditions are selected for
individual Pilots or Pilot Groups using the Trigger button on the Pilot Panel.
Thresholds can be set for three call center conditions. These are Calls Waiting,
Abandoned Calls, and the Longest Waiting Call. The time of day Trigger Stop is
a general...

ACD Monitor                                     TASKE Call Center Management Tools Version 7.0-26-To select the replay date:
1. Double-click the date box to open the calendar in the Date Selection
dialog box.
2. Use  and  to select the desired year.
3. Use  and  to select the desired month.
4. Click on each of the desired date(s). When a date is selected it is
highlighted in blue.
5. Click OK.
6. Click  to begin the replay.