Taske Call Center Management Tools Version 7.0 Glossary Manual

Glossary                                            TASKE Call Center Management Tools Version 7.0-1-Glossary of Terms
TermDefinitionAbandoned CallA caller terminates the call before an agent can answer.ABSBHAverage Busy Season Busy HourAccount CodeA number assigned to departments, projects, devices, telecom
services, and employees for cost tracking purposes.ACDAutomatic Call DistributionACD CallInbound or outbound calls that are handled by an ACD queue.ACD Call CenterRefers to any host PBX that handles...

Glossary                                            TASKE Call Center Management Tools Version 7.0-2-Agent SchedulingThe process of scheduling agents to work shifts.Agent StateMay be one of the following: idle, on inbound ACD call, on
outbound or internal call, hold, work time, make busy, DND,
logged out, or indeterminate.ANIAutomatic Number IdentificationASAAverage Speed of AnswerBaud RateRefers to the speed of transmission of a data communication link.BlockingBlocking is a term that is used to indicate...

Glossary                                            TASKE Call Center Management Tools Version 7.0-3-COCentral Office: the local telephone company’s telephone
switching system that allows local access on and off of the PSTN.ComportA communication port used to connect external devices to a PC.Consistent Busy
HourDerived by identifying the hour of the day that has the highest
traffic when averaged over a ten-day period.Cost-based Call
CenterIn this type of call center a cost is incurred for each call to...

Glossary                                            TASKE Call Center Management Tools Version 7.0-4-DSRData Set ReadyDTMFDual Tone
MultiFrequency refers to industry standard tone frequencies produced
by selecting keys on a touch tone telephone. The Voice ToolBox
programs recognize the tone frequencies associated with the
digits selected on touch-tone telephones.End Hour To FileAn option available on a networked TASKE system that indicates
the ending hour of a LANs operating period. This option...

Glossary                                            TASKE Call Center Management Tools Version 7.0-5-traffic is usually higher than the consistent Busy Hour traffic.ForecastingAn historical analysis of past traffic levels used to project future
traffic patterns.GOSGrade of Service or the probability of being blocked.Historical ReportsReports based on the ACD and SMDR records. These reports
provide information on call center activity over extended periods
of time and are used to identify trends in call...

Glossary                                            TASKE Call Center Management Tools Version 7.0-6-Make BusyAn agent state where the agent is still logged into the call center
but is unavailable to take calls.Manager TeamA team of supervisors, each of whom manage a team of agents.Monthly ReportPresents data for one calendar month.Multi-line
AppearancesAn extension with multiple telephone lines and multiple telephone
numbers that are used for call handling.NCBNetwork Control BlockNicknameA short name...

Glossary                                            TASKE Call Center Management Tools Version 7.0-7-PilotA dialable access number to an extension or agent group.Pilot GroupA collection of pilots.Pilot/Pilot Group
ReportAlso known as a Queue Activity Report, this report shows the
service level experienced by Callers; indicate the percentage of
calls which are answered or abandoned before the target
threshold time.PoissonAn equation used for trunk and blocking calculations. The
equation assumes that there...

Glossary                                            TASKE Call Center Management Tools Version 7.0-8-balance average call answering costs against average per call
revenues.RTReal TimeSchedulingThe process of estimating the number of resources required to
meet the forecast call load.Secondary LineAny line, except for the first line, on a multi-line extension.Serv%The proportion of calls, answered and abandoned, before the
threshold TSF time.Server NumberThe number assigned to a TASKE network server where...

Glossary                                            TASKE Call Center Management Tools Version 7.0-9-active. The information that is generated includes: the start time
of the call, the duration of the call, who started the call and who
the answering party was. These records are typically generated
when an external Trunk is involved in a call, and not when a call
originates internally.SMDR SearchAllows a supervisor to view specific SMDR records. Search is
based on...Smooth TrafficThe number of calls...

Glossary                                            TASKE Call Center Management Tools Version 7.0-10-clients, receiving data from the server.TASKE Sign
ApplicationProvides messages for display on a reader board. The application
runs on TASKE standalone, network server, and network client
PCs, with each PC driving its own network of reader boards.TASKE Standalone
SystemA TASKE PC that interfaces with the host PBX to provide call
center data to agents and supervisors.Time of Day
ScheduleA TASKE Sign...