Taske Call Center Management Tools Version 7.0 Reports Guide

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 1-Table of Contents
TASKE REPORTS...............................................................................................2
THE TASKE REPORTS INTERFACE.................................................................5
Overview of the Reports Window....................................................................................5
Main Control panel............................................................................................6
Report Templates panel....................................................................................6
Publication Viewer panel...................................................................................7
REPORT TEMPLATE PROPERTIES..................................................................8
General Properties..........................................................................................................8
Report Template Contents..............................................................................................9
Report Template Export Properties...............................................................................11
GENERATING REPORTS.................................................................................13
Creating a Report template...........................................................................................13
Generating a report from an existing template..............................................................14
Exporting a Report........................................................................................................15
Creating a Forecast Report template............................................................................16
Scheduling Reports for Printing.....................................................................................20
Scheduling Reports for Exporting..................................................................................22
ANALYZING REPORTS....................................................................................24
Reports by Reporting Period.........................................................................................24
Report by Resource......................................................................................................26
Reports by Load Activity...............................................................................................28
Reports by Queue Activity.............................................................................................29
FORECASTING REPORTS...............................................................................30
HELP ON TASKE REPORTS............................................................................30 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 2-TASKE Reports
The TASKE Reports program is used to generate reports for customization. The
Reports program uses the data collected in the TASKE Database from the
telephone switch to generate reports. The data is used to manage a balance
between the call load presented to the Call Center, and the capacity of the Call
Center to process calls.
The future call demand can be forecast with reasonable reliability by studying
calling patterns derived from historical data. Supervisors can use this information
in estimating the call load over a specified interval (such as a work shift, a
business day, or a business week) and for scheduling staffing and other resource
requirements. Scheduling involves an assessment of the number of Trunks and
the number (and skill level) of Agents required.
The Reports program allows generation and customization of different report
types. Reports are presented in the main interface in text format.
TASKE call center reports may be categorized in three ways.
· the requirement for Call Center resources such as Trunks, Pilots, Extensions
and Agents.
· the reporting period such as by day, week, and month.
· the specified interval such as by quarter-hour, half-hour, hour, day, week or
month.
For a particular time period, reports can be generated for a specified resource.
The data is collated across several time intervals, and describes the performance
of individual resources, or a group of resources. The statistics for a report are
totaled or averaged by time interval over the reporting period.
The report options are outlined below; the terms presented are summarized
below.
· The report interval is by: quarter-hour, half-hour, hour, day of the week, day of
the month, week, or month.  The report includes a one-line total for the
interval.
· The resource settings are divided by: Trunk, Agent, Extension and Pilot.
Each Resource setting represents the resource that statistics are being
captured for in the TASKE Database. Choosing a resource setting determines
the resource content of your report.
· The reporting period is by: day, week, month, Year to Date by week or Year
to Date by month.  The report period chosen for a report determines the time
period the content of the report covers. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 3-Report Options
Reporting
PeriodResourceReport Intervals Daily Trunk Quarter hour, half hour, hour Weekly Trunk Quarter hour, half hour, hour, day of week Monthly Trunk Quarter hour, half hour, hour, day of month Year by Week Trunk Half hour, hour, day of week, week Year by Month Trunk Half hour, hour, day of month, month Daily Extension Quarter hour, half hour, hour Weekly Extension Quarter hour, half hour, hour, day of week Monthly Extension Quarter hour, half hour, hour, day of month Year by Week Extension Half hour, hour, day of week, week Year by Month Extension Half hour, hour, day of month, month Daily Extension Group By Extension Weekly Extension Group By Extension Monthly Extension Group By Extension Year by Week Extension Group By Extension Year by Month Extension Group By Extension Daily Agent Quarter hour, half hour, hour, agent group, pilot Weekly Agent Quarter hour, half hour, hour, day of week, agent group, pilot Monthly Agent Quarter hour, half hour, hour, day of month, agent group, pilot Year by Week Agent Half hour, hour, day of week, week, agent group, pilot Year by Month Agent Half hour, hour, day of month, month, agent group, pilot Daily Agent Group Quarter hour, half hour, hour, agent, pilot Weekly Agent Group Quarter hour, half hour, hour, day of week, agent, pilot Monthly Agent Group Quarter hour, half hour, hour, day of month, agent, pilot Year by Week Agent Group Half hour, hour, day of week, week, agent, pilot Year by Month Agent Group Half hour, hour, day of month, month, agent, pilot Daily Pilot Quarter hour, half hour, hour, DNIS, area code, area code & city,
state Weekly Pilot Quarter hour, half hour, hour, day of week, DNIS, area code, area
code & city, state Monthly Pilot Quarter hour, half hour, hour, day of month, DNIS, area code, area
code & city, state Year by Week Pilot Half hour, hour, day of week, week, DNIS, area code, area code &
city, state Year by Month Pilot Half hour, hour, day of month, month, DNIS, area code, area code &
city, state Daily Pilot Answer Spectrum Quarter hour, half hour, hour Weekly Pilot Answer Spectrum Quarter hour, half hour, hour, day of week Monthly Pilot Answer Spectrum Quarter hour, half hour, hour, day of month Year by Week Pilot Answer Spectrum Half hour, hour, day of week, week Year by Month Pilot Answer Spectrum Half hour, hour, day of month, month Daily Pilot Abandon
Spectrum Quarter hour, half hour, hour Weekly Pilot Abandon
Spectrum Quarter hour, half hour, hour, day of week Monthly Pilot Abandon
Spectrum Quarter hour, half hour, hour, day of month Year by Week Pilot Abandon
Spectrum Half hour, hour, day of week, week Year by Month Pilot Abandon
Spectrum Half hour, hour, day of month, month Daily Pilot Interflow
Spectrum Quarter hour, half hour, hour Weekly Pilot Interflow
Spectrum Quarter hour, half hour, hour, day of week 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 4- Monthly Pilot Interflow
Spectrum Quarter hour, half hour, hour, day of month Year by Week Pilot Interflow
Spectrum Half hour, hour, day of week, week Year by Month Pilot Interflow
Spectrum Half hour, hour, day of month, month Daily Pilot Activity Quarter hour, half hour, hour, pairs of acct codes Weekly Pilot Activity Quarter hour, half hour, hour, day of week, pairs of acct codes Monthly Pilot Activity Quarter hour, half hour, hour, day of month, pairs of acct codes Year by Week Pilot Activity Half hour, hour, day of week, week, pairs of acct codes Year by Month Pilot Activity Half hour, hour, day of month, month, pairs of acct codes Daily Pilot Group Quarter hour, half hour, hour, pilot, DNIS, area code, area code &
city, state Weekly Pilot Group Quarter hour, half hour, hour, day of week, pilot, DNIS, area code,
area code & city, state Monthly Pilot Group Quarter hour, half hour, hour, day of month, pilot, DNIS, area code,
area code & city, state Year by Week Pilot Group Half hour, hour, day of week, week, pilot, DNIS, area code, area
code & city, state Year by Month Pilot Group Half hour, hour, day of month, month, pilot, DNIS, area code, area
code & city, state Monthly Pilot Peaks Peak offered, peak answered, peak abandoned, peak interflowed Daily Pilot Group Answer
Spectrum Quarter hour, half hour, hour, pilot WeeklyPilot Group Answer
Spectrum Quarter hour, half hour, hour, day of week, pilot MonthlyPilot Group Answer
Spectrum Quarter hour, half hour, hour, day of month, pilot Year by WeekPilot Group Answer
Spectrum Half hour, hour, day of week, week, pilot Year by MonthPilot Group Answer
Spectrum Half hour, hour, day of month, month, pilot Daily Pilot Group Abandon
Spectrum Quarter hour, half hour, hour, pilot Weekly Pilot Group Abandon
Spectrum Quarter hour, half hour, hour, day of week, pilot Monthly Pilot Group Abandon
Spectrum Quarter hour, half hour, hour, day of month, pilot Year by Week Pilot Group Abandon
Spectrum Half hour, hour, day of week, week, pilot Year by Month Pilot Group Abandon
Spectrum Half hour, hour, day of month, month, pilot Daily Pilot Group Interflow
Spectrum Quarter hour, half hour, hour, pilot Weekly Pilot Group Interflow
Spectrum Quarter hour, half hour, hour, day of week, pilot Monthly Pilot Group Interflow
Spectrum Quarter hour, half hour, hour, day of month, pilot Year by Week Pilot Group Interflow
Spectrum Half hour, hour, day of week, week, pilot Year by Month Pilot Group Interflow
Spectrum Half hour, hour, day of month, month, pilot Daily Pilot Group Activity Quarter hour, half hour, hour, pilot, pairs of acct codes Weekly Pilot Group Activity Quarter hour, half hour, hour, day of week, pilot, pairs of acct codes Monthly Pilot Group Activity Quarter hour, half hour, hour, day of month, pilot, pairs of acct codes Year by Week Pilot Group Activity Half hour, hour, day of week, pilot, pairs of acct codes Year by Month Pilot Group Activity Half hour, hour, day of month, month, pilot, pairs of acct codes Monthly Pilot Group Peaks Peak offered, peak answered, peak abandoned, peak interflowed 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 5-The TASKE Reports Interface
Overview of the Reports Window
To use the TASKE Reports program, click on the Reports icon in the
TASKE ToolBox. Once the TASKE Reports program opens, three panels
are displayed: the Main Control Panel, Report Templates panel and the
Publication Viewer. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 6-Main Control panel
In the TASKE Main Control panel of the TASKE Report
Manager, a set of buttons is displayed. The first five buttons are
for selecting a Reporting Period and include: Daily, Weekly,
Monthly, Year by Week and Year by Month. Reports can be
created for the all reporting periods. In order to create a report,
one of the reporting periods must be selected.
A report can also be created by using the Forecast button to
project future call loads. Forecasting is to ensure sufficient
resources are provided to respond to the expected call load,
within acceptable service levels.
Report Templates panel
In the Report Templates panel the Name, Description, AutoPrint and AutoExport
Settings for any saved report templates are displayed. To choose which report
templates should be displayed, first click on one of the reporting period buttons in
the Main Control panel (Daily, Weekly, Monthly, Year by Week and Year by
Month). In the Report Templates panel, you may choose to create a new
template, modify properties for existing templates or view the report results of a
template. Reports may also be set to Export for viewing in another program.NewThe New button creates a new template in the Reporting Period selected in
the Main Control panel.
PropertiesThe Properties button displays the Properties for a selected template in the
Report Templates panel.
ViewThe View button generates a report based on the selected template in the
Report Templates panel, and displays the report in the Publication Viewer
panel of the TASKE Report Manager. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 7-ExportThe Export function generates a copy of the selected report in various data
file types.  The file type is selected in the template’s Export properties.  Once
a report is exported to an external file, it may be manipulated using another
tool (for example Windows Excel).
Publication Viewer panel
The Publication Viewer panel displays any report selected for viewing. To view a
report, a template must be chosen from the Report Templates panel and the
View button must be clicked. From the Publication Viewer panel, the report can
then be displayed in Print Preview, Printed, the font can be changed and the
pages can be scrolled through.
Print PreviewThe Print Preview button displays the report in Windows Print Preview mode
to view how it will display when printed, and if need be, change any printer
settings to accommodate the report.
PrintThe Print button launches the Windows Print process for the report displayed
in the Publication Viewer. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 8-Change FontThe Change Font button allows modification of the typeface, type size and
type style of the report for better display, or for printing purposes.
Page CounterThe Page Counter permits scrolling through the pages of the generated report
and looking at the results before printing.
Note All fonts used by the Reports program are provided by the Default printerinstalled on your computer, through the control panel for Windows. If a message
results that indicates no fonts are installed, this indicates that there is no default
printer installed in your Windows session.Report Template Properties
To view the Properties of a Report Template, choose a report template in the
Report Templates panel, then click the Properties button.
General PropertiesThe General tab of the Properties dialog box displays the general properties of a
selected report template. These Properties include: 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 9-Report TemplateA name given to the report template for reference purposes. The name is
mandatory, and is displayed in the list of templates.
Report DescriptionA description given to the report template for reference purposes. The
description is not mandatory, and is used for reference purposes only.
Auto PrintThe Auto Print option is used to designate the report be generated and
automatically printed at the scheduled date and time, rather than generated
and then displayed for approval.
Auto ExportThe Auto Export option is used to designate the report be generated and
automatically exported to a file at the scheduled date and time, rather than
generated and then displayed for approval.
Time PeriodThe Time Period function is only enabled for year long reports (Year by Week
and Year by Month) that might require a variable time period.
Tip  To examine the Properties of a report template, double-click on the reporttemplate in the Report Templates panel.
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Report Template Contents
To view the Contents Properties of a report template, choose a report template in
the Report Templates panel, then click the Report Template button Properties.
Choose the Contents tab of the Properties dialog box, and the content properties
of the selected report template are displayed. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 10-These Properties include:
ResourceThere are 17 different Resource Settings. Each Resource setting in the drop
down list represents one of the resources that statistics are being captured for
in the TASKE Database. Choosing a resource setting determines the
resource content of your report.
The different resources available for reports are listed below.
TrunkExtension
Extension GroupAgent
Agent GroupPilot
Pilot Answer SpectrumPilot Abandon Spectrum
Pilot Interflow SpectrumPilot Activity
Pilot GroupPilot Peaks
Pilot Group Answer SpectrumPilot Group Abandon Spectrum
Pilot Group Interflow SpectrumPilot Group Activity
Pilot Group Peaks
Report OptionsDifferent options for the interval(s) criteria of the report are displayed once a
resource is chosen. Each resource has from 1-7 options for the interval the
report represents. The options are listed below.
Quarter-HourHalf-Hour
HourDay of Week
WeekDay of Month
MonthBy Extension