Taske Call Center Management Tools Version 7.0 Introduction Manual

Introduction                            TASKE Call Center Management Tools Version 7.0-11-incoming call to the Agent who has been idle the longest.  The effect of this is
that, even over a relatively short period of time, the call load distribution is
approximately even.
ACD MIS System
The MIS provides the information that helps the ACD Supervisor control and
manage the system.  The term ACD Supervisor is used to describe the personnel
and functions that are needed to control and manage an ACD Call...

Introduction                            TASKE Call Center Management Tools Version 7.0-12-Call Center Performance Objectives
Performance Targets
In order to ensure consistent service, the Call Center should adhere to some pre-
defined targets for performance in terms of the level of Blocking, and Queue
delay characteristics.  This ensures that the telephone traffic, the number of
Trunks and the number of Agents are kept in balance.  The objective is to
achieve the performance targets specified by the...

Introduction                            TASKE Call Center Management Tools Version 7.0-13-The level of service in a cost-based Call Center is generally not as good as that
for a revenue-based Call Center; this is typically manifested as relatively little
chance of Blocking but an almost certain delay of considerable length.  In fact, it
would appear that many such support lines are programmed to ensure a
minimum delay; it is often the intent of an organization to force Callers to listen to
information...

Introduction                            TASKE Call Center Management Tools Version 7.0-14-TASKE ACD ToolBox Overview
The TASKE View of Service
The TASKE ACD ToolBox MIS provides Historical Report and Real-time display
capabilities for all operations that are performed by the MITEL SX-200 DIGITAL
system, enabling a review of the performance of ACD and NonACD elements.
TASKE Historical Reports
Historical Reports provide the following accounts of long-term activity.
Customer perception of service:Pilot and...

Introduction                            TASKE Call Center Management Tools Version 7.0-15-business can then track how many calls were received for various departments
and products.
The MIS collates call records by Account Code and reports call details for each
code, such as the total number of calls and the relative usage of a given code
when compared to all codes.  This enables the business to identify which
departments and products are generating the most, or the least, number of calls.
TASKE Real-time...

Introduction                            TASKE Call Center Management Tools Version 7.0-16-TASKE ACD ToolBox: Components
The TASKE MIS system includes the tools illustrated below.TASKE Data Collector
The TASKE Data Collector program runs in the background and is not
readily apparent to the user.  The TASKE Data Collector is a program that
interfaces with the telephone system and collects call center data. This
data consists of SMDR and Real-time Event records. To ensure efficient
use of the hard disk, the...

Introduction                            TASKE Call Center Management Tools Version 7.0-17-· Shadow Drive Support - to make a backup of records as
protection against a network crash
· Error logs - track and report any errors encountered by the
TASKE system
· Disk Utilization - provides statistics on disk usage
· Archive Records – provides for the automatic archiving of older
records to ensure there is always free space for new records
· Delete Old Records  -  provides for the automatic deletion of old...

Introduction                            TASKE Call Center Management Tools Version 7.0-18-Reports can also be generated in the TASKE Reports program by Agent,
Pilot, Extension or Trunk.
Templates for commonly run reports can be saved and reused in the
TASKE Reports program.
TASKE Reports also includes a Forecasting function to determine the
resources needed for the Call Center, and is based on either hypothetical
parameters (input via the keyboard), or on parameters derived directly
from TASKE Historical...

Introduction                            TASKE Call Center Management Tools Version 7.0-19-TASKE WallSign Administrator
TASKE WallSign Administrator contains these features:
The TASKE WallSign Administrator programs allow selection and display
of various messages and ACD information on one or more Wall Signs.
The WallSign Machine is the engine that drives the Sign Network; in its
running state, it analyzes and executes the Sign Plans defined in the
Configuration program.  The TASKE WallSign Machine...