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 many telephone calls of a
similar nature.ACD QueueThe line of calls to be answered.ACD RecordEvent records that are immediately generated when an agent
enters a new call state (such as idle or answer ACD call) and
when an agent activates a feature (such as log in, log out or
make busy). These records are periodically generated to report
on a cumulative group event for an ACD queue (such as the
number of calls waiting, the number of available agents or longest
call waiting time). Agent events are reported on whenever an
agent responds to a call, regardless of whether or not an external
trunk is involved in the call.ACD SearchAllows a supervisor to view specific real time event records.
Search is based on...AgentAn employee who answers calls directed to the call center.Agent GroupA collection of agents who answer calls of a similar nature.Agent IdentifierA number that represents the agent within the PBX system. This
number is used by the agent to log in and log out of the PBX
system.Agent ReportShows parameters used to monitor agent activity and
performance. These reports indicate the amount of time an agent
spends on ACD calls, on inbound non-ACD calls, on outgoing
calls, the amount if time an Agent spends in Do Not Disturb and
Make Busy, and the duration of time an Agent is logged in. 
						

							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 a call which is
unsuccessful because it cannot find an available trunk.Busy HourThe period of the day when the traffic is at its highest. The traffic
is measured over 15, 30, or 60 minute periods throughout the
day, over a ten day period. Each days busy hour traffic is
averaged to determine the average busy hour. The traffic for all
periods over each of the 10 days is drawn up as a matrix and the
busy hour is identified.Busy SeasonA seasonal variation that produces a large volume of calling
traffic. An example of the busy season may be Christmas.Call CostingAn application that allows for the apportionment of telecom costs
among departments, projects, and departments.Call Duration:
AgentThe aggregate of the talk time and the work time.Call Duration: TrunkThe aggregate of the queue time and the talk timeCall LoadExpresses, as a percentage, the proportion of waiting calls to the
number of agents that are currently engaged in ACD calls.
Call Load = 100*(#Calls Waiting / #Agents on ACD Calls)Call Load
MessagesA category of messages for the TASKE Sign Application.  Call
load messages are used to alert agents and supervisors to a
growing backlog of waiting calls.Call Load
ThresholdA user defined parameter to determine when the TASKE Sign
Application will provide the reader board with a call load message
that alerts the staff to a potential backlog of calls.CCSCentime Call Seconds or 100 seconds of server time. 
						

							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 the
organization. The call handling incurs costs but does not result in
additional revenue. The costs to the organization include the cost
of handling the call and the cost of providing the support service.
The level of service in a cost-based call center involves a low
probability blocking but an almost certain delay of considerable
length. The length of the delay is generally a balance between
long distance and manpower costs, and the long-term impact of
potential lost business.CTIComputer-to-Telephony InterfaceCTSClear To SendCustomerThe caller that has decided to phone your call center for the
services you provide.CWCalls WaitingDaily ReportPresents data for a single day.Data BitRefers to the number of bits used to transmit information in the
words carried over comport links.DCDData Carrier DetectDecision TreeA TASKE Sign function that is comprised of a set of condition
statements that are applied to ACD performance variables. When
the condition is true, the associated message is displayed on the
reader board.Default MessagesA category of messages for the TASKE Sign Application. Default
messages typically display background information. These
messages may contain variables and be used to display queue
status information.DNDDo Not DisturbDNISDirectory Number Information Service 
						

							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 instructs
the system to begin storing files to the shadow drive at the hour
specified. Once the time specified for the Start Hour To File is
reached, the system begins to store files to the LAN once again.ErlangOne hour of server time.Erlang BAn equation used for trunk and blocking calculations. The
equation assumes that there is no queuing and that callers who
get blocked do not retry the call.Erlang CAn equation used for agent and delay calculations where ACD
queuing is employed. The equation assumes that all callers who
reach the queue wait until being answered.ExePathDefines the location of the TASKE ACD ToolBox executable files.
Unless changed by the user during installation, the ExePath is
c:	tbx.ExtensionPhysical telephone devices. These devices may include
telephones, voice mail ports, or an auto attendant.Extension GroupA collection of similar extensions that are grouped together for
reporting purposes.Extension ReportShows the amount of time extensions are engaged in ACD calls,
inbound nonACD calls, and outbound calls. These reports also
display the number of abandoned calls, the number of transferred
calls, and cumulative statistics on extensions across work shifts.Fixed MessagesA category of messages for the TASKE Sign Application. Fixed
messages are played continuously when no variables are
available. They are generally used in situations which override
the operational considerations of the ACD queue, or where the
ACD queue is not in operation.Floating Busy HourDerived by identifying the hour that has the highest traffic for each
day and averaging these figures. The Floating and Consistent
Busy Hours may be the same. However, the floating Busy Hour 
						

							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 volume.Idle AgentAgent is logged in, but not on a call, in work time, make busy, or
DND.InterflowLimits the potential call answering delay by routing the call to
another answering point after a predetermined period of time.
Another answering point may be an operator or voice messaging
system. This action may also be referred to as Recall.Interflow TimeThe amount of time a call may be in one or more queues before
being interflowed to another answering point.Internal CallA call initiated from within the call center that is directed to
another call center member.IVRIntegrated Voice Recognition and responseLANLocal Area NetworkLANA NumberLocal Area Network Adapter NumberLCWLongest Call WaitingLevel of ServiceThe length of time that a caller waits for an agent to respond after
obtaining a free trunk.Log InThe procedure involved for an agent or supervisor to enter the
ACD system by inputting their identifier number.Log OutThe procedure involved for an agent or supervisor to exit the ACD
system by inputting their identifier number.Maintenance Error
LogA log entry is added to the Maintenance Error Log when a
running TASKE program encounters and error or and alert
condition. The system records the error, the time it occurred, and
provides a short description. 
						

							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 used to identify an agent.Non-ACD CallInbound or outbound calls that are not handled by an ACD queue.Offered TrafficThe number of calls attempted.Outbound CallA call initiated from within the call center that is bound for the
PSTN.OverflowLimits the potential call answering delay by:
taking a call from one queue and placing it in another queue
adding the call to a second queue in addition to keeping its place
in the first queueOverflow TimeThe amount of time a call may be in one queue before being
overflowed to a second queue.ParityThe parity bit is added to the transmission of a word in
asynchronous communication to detect any transmission errors.
The extra bit may be ignored (no parity), may designate an even
number of “1” bits (even parity), or may designate an odd number
of “1” bits (odd parity).PathA route to one or more answering points within a call center.PBXPrivate Branch ExchangePeaky TrafficPeriods in the day that experience high call volume. An example
might be a training course where everyone rushes out at coffee
break to make a telephone call, but in between coffee breaks
there are almost no calls.Peg CountThe number of calls. 
						

							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 is no queuing and that all callers
who fail to connect retry the call.Prime LineThe first line on a multi-line extension.Priority AnsweringAllows calls meeting a certain criteria to be routed to the front of
an ACD queue. For instance, calls arriving over an 800 line may
be given priority to local calls in order to reduce costs.PSTNPublic Switched Telephone Network: the network that enables
you to directly dial anywhere in the world.Quality of ServiceDescribes the response of the agent. Agent courtesy, information
accuracy, and how current the information is are all considered.RADRecorded Announcement Device: taped or digital recordings
played to callers in the ACD queue.RADRecorded Announcement DeviceRate TableRate tables are defined for all outgoing trunk groups. Each rate
table specifies the costs associated with using a specific carrier
for a given telecom service.Reader BoardA wall mounted LED sign that displays messages from the
TASKE Sign application.Real Time
InformationCurrent call center information on call activity, agent activity, and
service levels. This information is available through the ACD
Monitor application and is updated once per second.Revenue-based
Call CenterIn this type of call center each call has value in terms of the net
revenue per call. The objective in this type of call center is to
provide a very high level of service with few blocked calls and
minimal delays. Otherwise, the caller may go to the competition
and the organization loses revenue. Thus, the call center must 
						

							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 multiple
TASKE network servers exist on the same physical network. This
number cannot conflict with any other server on the network.ServerPathDefines the location of the TASKE database files. These files may
reside on the TASKE Standalone PC, the TASKE Server, or on a
network connected file server.Service CriteriaThe combination of the GOS, level of service, and quality of
service required to achieve caller satisfaction.Shadow DriveIn a networked system, the shadow drive stores incoming data
records on the hard drive of the TASKE server, in addition to
storing them on the LAN Server.ShadowPathDefines the location of the shadow drive in a networked system.ShiftThe amount of time an agent is scheduled to be working in the
call center on a given day.Sign MessageA message sent from the TASKE Sign application to a reader
board for broadcast. Up to 50 messages can be defined at one
time.Sign NetworkA network of reader boards driven by the same PC.Sign PlanUsing a unique address for each reader board, a sign plan
determines which reader board will display which message.SMDRStation Message Detail RecordingSMDR RecordsEvent records that are generated by the host PBX when a call or
a call segment completes. A call can have multiple SMDR
records that are generated when a call is transferred or
conferenced, or when account codes are entered while the call is 
						

							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 arrive in an even flow throughout the day.SNMPSimple Network Management ProtocolSPService PercentageSpecial DayAllows for the definition of holidays and days when staffing
discrepancies may exist.Start Hour To FileAn option available on a networked TASKE system that indicates
the starting hour of a LANs operating period. This option instructs
the system to store files to the shadow drive until the hour
specified. Once the specified hour is reached, the system begins
to store files to the LAN.Stop BitDenotes the end of an asynchronous word transmitted on a
comport link.SupervisorThe manager of the call center who ensures that performance
targets and caller expectations are met. Call center management
requires the estimation of the current call center needs and the
forecasting of future requirements. This is accomplished through
the analysis of real time and historical reports.TAPITelephony Application Program InterfaceTASKE
AdministratorTASKE Network
ClientA TASKE PC that receives data from one or more TASKE Server
PCs.TASKE Network
ServerA TASKE PC that collects records from one or more host PBX
devices and provides information to one or more TASKE Client
PCs.TASKE Network
SystemA network of TASKE PCs, one of which acts as a server that
interfaces with the host PBX, and the remainder of which act as 
						

							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 function that is used to select a decision tree
based on the current date and time of day.TrafficThe aggregate effect of the number of calls and their duration.TrunkPhysical lines that connect the telephone switch to the outside
world.Trunk GroupA collections of trunks.Trunk Group ReportIndicates the highest number of Trunks in use during an interval.Trunk ReportShows the number of calls the trunks carry; the percentage of
time the trunks are engaged in calls or are idle; the highest
number of trunks used in each interval; and the number of short
calls the trunks receive.TSAPITelephony Services Application Programmers InterfaceTSFTelephone Service Factor. This is the percentage of calls that are
answered or abandoned within a defined threshold time,
compared to the total number of calls received.TSF%The proportion of calls answered and abandoned before the
threshold TSF time.Unavailable AgentAn agent who is logged into the call center but is either in a make
busy or work time state.VTBVoice ToolboxWANWide Area NetworkWatchdogThis function restarts the PC in the event of a crash.Weekly ReportPresents data for seven consecutive days.Work TimeA time period designated to agents after completing an ACD call.
The work time allows agents to complete paperwork associated