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.
Pilots/Groups are identified by their ID or nick name in the TASKE ACD Monitor.
To have the Pilots/Groups identified by their nicknames, enable the Use nick
name for monitoring check box. If this check box is disabled, the Pilots/Groups
are identified by their IDs.
It is important to note that the creation, deletion, and modification of Pilots and
Pilot Groups are controlled by the TASKE Administrator application. Contact your
administrator to further customize the list of available Pilots and Pilot Groups.
Using the Now Reports
Real-time call center information is represented by the Now branch of graph control
buttons. The graph control buttons that provide statistical information on the buttons
open the Current States report. This is a bar graph that provides all of the Now
statistical information on one graph. The Queue button opens the Agent Queue
report, a table that reports the current status of all agents in the Pilot or Pilot Group.
The Map button opens user-defined agent maps that provide agent state
information. Use these maps to create a custom layout that groups agents according
to the preferences of the user. For instance, create a map layout that groups agents
according to their seating position in the call center.
Viewing the Current States Report
The Current States report is a bar graph that includes all of the real-time statistics
on the Now branch of graph control buttons. Clicking any of the Now buttons
opens the Current States report. The time of the Longest Waiting Call is
displayed numerically in the margin of the graph and the remaining statistics are1. Click the Pilots/Groups button
2. Enable the check box next to the Pilots or
Pilot Groups that you want to display in
the Pilot Monitor List.
3. Click OK. 
						

							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 number of agents logged out
The information on the Current States report is provided in real-time. This means
that it is a dynamic report, changing as the agent states and the queue change.
The Current States report is opened by clicking the graph control button for any
of the statistics represented on the graph. When the report is open, the graph
control buttons for the statistics represented in the graph are depressed. Clicking
these buttons when they are depressed closes the Current States report.
Viewing the Agent Queue Report
Clicking the Queue button opens the Agent Queue report. This is a read-only,
tabular display that reports real-time agent activity for the Pilot or Pilot Group.
The five agent states included in the table are Idle Agents, On ACD Calls, On
Non-ACD Calls, Unavailable, and Logged Out. All agents in the Pilot or Pilot
Group are included and as their states change, it is reflected by their placement
in the table. 
						

							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 filters
selected by the user. In all cases the exact state can be identified using the agent
state character. The agent states and their characters are as follows:
I=Agent is Idle (waiting to be offered a call)
A=Agent is on an ACD call
P=Agent in on an inbound non-ACD call
O=Agent is on an outbound non-ACD call
H=Agent is on hold
W=Agent is in Work Time
M=Agent is in Make Busy
D=Agent is in Do Not Disturb
L=Agent is logged out
?=Agent is inactive (no activity has occurred since log in)
The Idle (I) and ACD (A) columns in the Agent Queue table are all very specific in
regard to the state that is reported. The Non-ACD column reports both inbound
(P) and outbound (O) non-ACD calls, the Logged Out column displays both the
logged out (L) and inactive (?) states while the Unavailable column reports the
remaining agent states.
Filtering cell information using the Cell PropertiesEach cell in the Agent Queue report 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 character, and the amount of
time the agent has spent in the current state. Users can choose to
display all or none of these items in the cells. By default, the agent
state icon, agent ID, agent name, and the amount of time the agent has spent in
the current state are displayed.
To select or de-select the agent properties for display:
1. Right-click anywhere on the map layout to access the cell properties drop-
down menu.
2. Click an item to select it or de-select it from the list of properties to display.
If a check mark is present beside the item, it is selected. If a check mark is
not present beside the item, it is not selected.
3. Repeat steps 1 and 2 for the selection or de-selection of additional items.
It is important to note that the properties cannot be changed for individual agents. 
						

							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 State Color Legend.
To enable or disable the color display of agent states:
1. Right-click anywhere on the Agent Queue report to access the cell
properties drop-down menu.
2. Enable the View Legend option to open the State Color Legend dialog
box.
3. Enable the check boxes of the agent states that will display color.
4. Disable the check boxes of the agent states that will not display color.
5. Click  to close the State Color Legend dialog box.
When the color display for an agent state is disabled, the cell color is white.
Viewing the Agent Maps
The Agent Map is a real-time graphical report that dynamically illustrates the
status of agents. Agents are grouped on the Agent Map logically and their status
is reported using a combination of color, icons, and text. The ability to group
agents by department or by seating placement within the call center translates
into quick and easy personnel tracking and management.
A default Agent Map is created for each monitored Pilot that is titled: Main Map
for Pilot Name. This Agent Map is a shell only. Users must place agents on the
map, edit the title if desired, and set the preferences.
Clicking the Map button on a Pilot Panel displays the last viewed agent map for
the Pilot in the PIDA. The agent map consists of a toolbar and a grid area that 
						

							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 thirty rows by 30 columns, or nine hundred cells.
The cell size is scaled to accommodate the grid size, meaning that smaller grids
have larger cells that can display more agent information.
Agents can be grouped in any order, with blank cells surrounding each group for
easy group recognition. The cells can display an agent state icon, the agent ID,
the agent name, a character that represents the state, and the amount of time
the agent has been in the state. This information can be filtered to display only
the information that is pertinent to the user.
Creating, modifying, and deleting map layoutsThe Agent Maps... button opens the Agent Maps
dialog box where map layouts are created and
modified. Several map layouts can be created for
each Pilot or Pilot Group, allowing custom map
layouts to be created that reflect the individual
preferences of the users.
To create a new map layout:
1. Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
2. Click New to add a new map layout to the list.
3. Type a name for the new map layout in the Map Name column.
4. Click the Rows column and input the number of rows for the table.
5. Click the Columns column and input the number of columns for the table.
6. Click Update to save the new map layout.
To edit an existing map layout:
1. Click Agent Maps... on the toolbar to open the Agent Maps dialog box.
2. Change the map layout name in the Map Name column if required.
3. Click the Rows column and change the number of rows for the table if
required.
4. Click the Columns column and change the number of columns for the
table if required.
5. Click Update to save the changes to the map layout.
It is important to note that removing occupied cells from the grid by reducing the
grid size automatically removes the agents occupying the cells from the grid and
returns the agent names to the Agent List. 
						

							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 layout:
1. Click Agent List... on the toolbar to open the Agent List dialog box.
2. Drag an agent from the Agent List to an empty cell in the Agent Map.
To move an agent to another cell:
1. Click the cell occupied by the agent to be moved. When selected, a box
surrounds the agent information in the cell.
2. Move the mouse to a corner of the cell until the mouse pointer becomes a.
3. Drag the agent to the desired cell.
To remove an agent from a map layout:
Adding or moving an agent to an occupied cell removes the agent occupying the
cell from the grid and returns the agent name to the Agent List.
Switching between map layoutsThe map layouts for individual Pilots or Pilot Groups are accessed via the Map
button on the Pilot Panels. Several map layouts can exist for a single Pilot or
Pilot Group. This allows custom maps to be created for each call center shift that
reflect the individual preferences of the users.1. Click Agent List... on the toolbar to open the Agent List
dialog box.
2. Click the cell occupied by the agent to be removed.
When selected, a box surrounds the agent information
in the cell.
3. Move the mouse to a corner of the cell until the mouse
pointer becomes a .
4. Drag the agent to the Agent List. 
						

							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 character,
and the amount of time the agent has spent in the current state. Users can
choose to display all or none of these items in the cells of a map layout. By
default, the agent state icon, agent ID, agent name, and the amount of time the
agent has spent in the current state are displayed.
To select or de-select the agent properties to display in a cell:
1. Right-click anywhere on the map layout to access the cell properties drop-
down menu.
2. Click an item to select it or de-select it from the list of properties to display.
If a check mark is present beside the item, it is selected. If a check mark is
not present beside the item, it is not selected.
3. Repeat steps 1 and 2 for the selection or de-selection of additional items.
The bottom two items in the cell properties drop-down menu
open and close the State Color Legend dialog box and the
Agent List dialog box.
Properties cannot be changed for individual agents. Changing
the display properties in a map layout affects the information
display for all agents in the map layout.
Using color to display agent statesThe use of color in the Agent Map is very effective for a
quick analysis of agent states. To further enhance the
use of color in the Agent Maps, users can enable the
color option for some states and disable the color
options for others using the Map Legend.
Click the Map Legend... button on the toolbar or right-
click the grid and select View Legend from the pop-up
menu to open the State Legend dialog box. Using this
dialog box, users can disable the color display for
states that are not important. This makes the states
with the color display enabled become more evident
when they are encountered. 
						

							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 for an agent state is disabled, the cell color is white.
Using the Last Hour and Last 12 Hours Reports
The Last Hour and Last 12 Hours reports are accessed via the Now branch of graph
control buttons on the Pilot Panels. Clicking the  button on the Now branch of a Pilot
Panel accesses the Last Hour branch of reports, while clicking the  button accesses
the Last 12 Hours branch of reports. These branches are collapsible and expandable to
provide the information only when needed.
Each Last Hour and Last 12 Hours report is represented by a graph control button. If
applicable, the button displays the numeric value of the statistic it represents. The
Longest Waiting Time, Calls Waiting, and the Agent Utilization reports are only available
for the last hour. The remainder of the reports are the same for the Last Hour and Last
12 Hours, except for the time frame involved.
Clicking a graph control button on either the Last Hour or Last 12 Hours branch of
reports displays the report below the Pilot Panel. When more than one graph control
button is depressed, all of the statistics for the depressed buttons are present on the
displayed graph. Clicking a depressed graph control button closes the report.
The reports that present the Last Hour and the Last 12 Hours statistics are:
Ÿ Longest Waiting Time
Ÿ Calls Waiting
Ÿ Call Counts
Ÿ Service Factors
Ÿ Average Time to Answer
Ÿ Average Time to Abandon
Ÿ Average Talk Time
Ÿ Average Time to Interflow
Ÿ Answered By Group
Ÿ Agent Utilization
To get detailed statistical information about any of the bars on any of the graphs, hold
the mouse over the bar for a moment to produce the statistical information. 
						

							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 Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Longest Waiting Time  button on the Last Hour branch of
graph control buttons.
Using the Calls Waiting Report
The Calls Waiting report is a bar graph that details the number of calls waiting in
the queue for the Pilot or Pilot Group over the past hour. Segmented into one-
minute intervals, the graph updates once every minute with the most recent
count of calls in the queue.
To view the Calls Waiting report:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click the Calls Waiting  button on the Last Hour branch of graph control
buttons.
Using the Call Counts Report
The Call Counts report is a bar graph that provides the number of calls
answered, the number of calls abandoned, and the number of calls interflowed.
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 recently
completed 15-minute period.
To view the Call Counts report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click either the Calls Answered  button, the Calls Abandoned  button,
or the Calls Interflowed  button on the Last Hour branch of graph control
buttons. 
						

							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 Factors Report
The Service Factors report is a bar graph that reports the Answer Service Factor
and Telephone Service Factor. These statistics indicate how the calls that reach
the call center are being handled. 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 recently completed 15-minute period.
The Telephone Service Factor indicates the percentage of calls answered and
abandoned before the maximum time to answer threshold is exceeded. Ideally
this value would be 100%. It is desirable to keep this parameter as high as
possible, so a significant number of calls are responded to before the threshold
target is reached.
The Answer Service Factor is the percentage of calls answered, irrespective of
the time it takes to answer them. Ideally this value would be 100%. It is desirable
to keep this parameter as high as possible so a significant number of calls are
answered rather than abandoned.
To view the Service Factors report for the last hour:
1. Select the Pilot or Pilot Group that interests you from the Pilot Monitor List.
2. On the Pilot Panel that appears, enable the Last Hour  button.
3. Click either the Answer Service Factor  button or the Telephone
Service Factor  button on the Last Hour branch of graph control
buttons.
To view the Service Factors 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 that appears, enable the Last 12 Hours  button.
3. Click either the Answer Service Factor  button or the Telephone
Service Factor  button on the Last 12 Hours branch of graph control
buttons.