Taske Call Center Management Tools Version 7.0 Introduction Manual

Introduction                            TASKE Call Center Management Tools Version 7.0-1-Table of Contents
INTRODUCTION..................................................................................................................................2
ASSUMPTIONS.....................................................................................................................................3
CALL CENTER...

Introduction                            TASKE Call Center Management Tools Version 7.0-2-Introduction
Welcome to the TASKE ACD ToolBox, a collection of Microsoft Windows based
tools and utilities that enable the manager to analyze the performance of the
ACD Call Center, and fine tune its operation.
These tools and utilities operate on the Mitel SX-200 PBX, and are accessed
through the TASKE ToolBox v7 folder, as illustrated below.  Within the ToolBox
folder, each icon represents a program in the ToolBox;...

Introduction                            TASKE Call Center Management Tools Version 7.0-3-Assumptions
A working knowledge of ACD Call Center technology is essential for the
operation and use of the TASKE ACD ToolBox.  Many of the common Call
Center terms and assumptions are discussed in this guide.  To ensure efficient
use of all of the tools in the TASKE ToolBox, it is assumed the terms and
concepts discussed in this guide are read and understood.  Refer to the
documentation for the telephone system to...

Introduction                            TASKE Call Center Management Tools Version 7.0-4-Call Center Overview
ACDACD is an acronym for Automatic Call Distribution.  The term ACD Call
Center refers to any PBX that handles many telephone calls of a similar
nature.  Within an ACD Call Center, agents with similar skills are grouped
into Agent Groups for the purpose of routing specific calls to the
appropriate group with the relevant information. ACD call operations may
be set up with many groups of agents...

Introduction                            TASKE Call Center Management Tools Version 7.0-5-AGENTS
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Introduction                            TASKE Call Center Management Tools Version 7.0-6-Purpose of ACDAn ACD Call Center accepts incoming calls and distributes them to a
group of Agents in a manner that ensures the calls are processed at
minimum cost but with acceptable service to Callers.  To accomplish this
requirement, the Telephone System manages call handling using an
Automatic Call Distribution (ACD) process.  ACD is a specialized PBX
application for rationing incoming calls, where the normal...

Introduction                            TASKE Call Center Management Tools Version 7.0-7-OverflowThe Agents in a Call Center may be trained to handle calls for other
Groups.  For example, Customer Service personnel might be trained to
answer calls for the Sales department during busy periods.  One of the
special features of the ACD Function is the ability to Overflow from one
Agent Group to another.
An ACD call that cannot be answered immediately is placed in an ACD
Queue.  After a pre-determined time...

Introduction                            TASKE Call Center Management Tools Version 7.0-8-InterflowIf a Caller waits a particularly long time and the call is still not answered (it
is still in one or more Queues) then it may be preferable, from the Callers
perspective, to be taken out of the Queue(s) and given alternative
treatment.  This process is termed Interflow in the Mitel ACD systems.  For
example, an ACD call may have been delayed for 10 minutes in Queue.
By this point in time, the Caller’s...

Introduction                            TASKE Call Center Management Tools Version 7.0-9-service level targets applied, the number of Trunks and Agents required
for an ACD Queue can be estimated.
Historical ReportsThe process of estimating projected traffic levels is termed forecasting.
The analysis of past levels is derived from Historical Reports produced by
the ACD ToolBox, and is based on the Station Message Detailed
Reporting (SMDR) data generated by the PBX.  Historical Reports provide
statistics...

Introduction                            TASKE Call Center Management Tools Version 7.0-10-The ACD Real-time Event stream contains records that are generated
immediately when an Agent enters a new call state (such as Idle or Answering
ACD Call), and immediately when an Agent activates a feature (such as Log In or
Log Out).  Agent events are reported whenever an Agent connects to a Caller,
regardless of whether or not an external Trunk is involved in the call.
SupervisionThe second major challenge in the...