Taske Call Center Management Tools Version 7.0 Reports Guide

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 11-By GroupBy Agent
By PilotDNIS
Area CodeArea Code & City
StateAccount Codes
Display areaThe Display Area of the Contents tab shows any resources available for a
report, and all of the available Interval Options. If any of the options have
been selected for the current template, they appear with a red checkmark
beside them in the Display Area. To select an interval option, (i.e. report by
half-hour intervals) click in the interval column beside the desired resource.
Tip  To select Interval Options for any specific resource ID, you can select the ID,and then click on the Interval Buttons above the Display Area to select Interval
settings for the report.
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Report Template Export Properties
To view the Export Properties of a report template, choose a report template in
the Report Templates panel, then click the Report Template button Properties.
Choose the Export tab of the Properties dialog box, and the export properties of
the selected report template is displayed. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 12-These Properties include:
Export FormatA report may be exported from the TASKE Reports program to any of 22
different file types. A file type must be chosen to determine the format of your
report.
The different file types available for export are:
Print ImageAscii
Lotus 123 1ALotus 123 2.0
Symphony 1.0Symphony 1.1
QuattrodBase II
dBase IIIMicrosoft Excel 2.1
Comma Separated VariabledBase IV
Tab Separated VariableQuattro Pro
ClarionLotus 123 3.0
Word processing textMicrosoft Excel 3.0
Microsoft Excel 4.0Lotus 123 4.0
Quattro Pro 5.0 for WindowsHTML Table
Time FormatThe different options for the Time Format criteria of the report determine the
display of data in the selected report.
Export PathThe Export Path determines the location of the output file that the Reports
program generates for the selected template. Clicking on the Browse button
allows the choice of a directory for files to be exported to, or the export
directory location may be entered directly in the Export Path field. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 13-Generating Reports
Creating a Report template
A report template can be created and saved for any type of report the TASKE
Reports program generates to extract data collected in the TASKE Database.
The template specifies the Time Period (Daily, Weekly, Monthly, Year by Week,
and Year by Month) the report is to cover, Interval criteria (quarter hour, half
hour, hour, day of week, week, day of month, month) and specific resource(s) for
the report data to reflect.
In the TASKE Main Control panel:
1. Click the button corresponding to the desired report period. Options are for
Daily, Weekly, Monthly, Year by Week, and Year by Month reports.
In the Report Templates panel:
2. Click the New button and select the blank report template that appears in
the Reports Templates list.
3. Click Properties.
On the General tab:
4. Enter a Report Description if appropriate.
5. Enable the Auto Print check box to print the report automatically when it is
generated. Enable the Auto Export check box to export the report to a file
automatically when it is generated.
6. If it is a Year by Week or a Year by Month report, select the number of
weeks or months for the Time Period.
On the Content tab:
7. Select a resource from the drop down resource list.
In the Display area:
8. Select each of the listed resources for the report to use and enable one or
more Report Options for that resource.
For example:
· A Daily Trunk report can report by quarter hour, half hour or hour.
· A Weekly Trunk report can report by quarter hour, half hour, hour or
day of week. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 14-· A Monthly Trunk report can report by quarter hour, half hour, hour
or day of month.
· A Year by Week Trunk report can report by half-hour, hour, day of
week or week.
· A Year by Month Trunk report can report by half-hour, hour, day of
month or month.
9. Choose OK to close the Properties dialog box when all settings are made.
10. Ensure the report template is highlighted in the list of Templates, and then
click the View button in the Report Templates panel.
11. Choose the day, week or month the data in the report should reflect from
the dialog box that pops up.  The report appears in the Publication Viewer.
The report may now be looked at in the viewer and/or printed.
Tip: To name the report template, right-click on the template listing in the ReportTemplates list, and select Rename.Generating a report from an existing template
If a report template has already been created specifying the characteristics of a
desired report, the following steps must be followed to generate a report:
1. Choose the appropriate Reporting Period button from the list of buttons in
the Main Control panel of the Report Manager.
2. Choose the report template desired from the list of available templates.
3. Click the View button to see the report in the Publication Viewer.
4. A calendar is displayed, confirming the reporting period for the report.
Click OK to select the default time period, or use the  buttons to
change the reporting period. In some cases click on the desired date(s).
5. Once the time period for the report is selected, click the OK button.
6. Once the report has been generated, optionally change the font for the
report by choosing the Change Font button. The Change Font button
allows changing the typeface, type size and type style of the report for
better display, or for printing purposes. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 15-7. Scroll through the different pages of the report on screen by changing the
page number in the Page Selector in the Publication Viewer panel.
8. To print the report, choose the Print button from the Publication Viewer
panel. To preview the printing, choose the Print Preview button.
Note  If the option Auto Print is selected in the Properties of the selected reporttemplate, the report automatically prints when it is generated, without waiting for
any user input.
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Exporting a Report
If a report template has already been created specifying the characteristics of a
desired report, the following steps must be followed to export a report:
In the Main Control panel:
1. Click the button corresponding to the desired report period.
In the Report Templates panel:
2. Select the report template that appears in the Reports Templates list to
export.
3. Click Properties.
On the Export tab:
4. Choose an Export Format (file type) for the report.
5. Choose a Time Format to determine the display of data in the selected
report.
6. Enter an Export Path to determine the location of the output file the
Reports program generates for the selected template. Clicking on the
Browse button allows choosing a directory for files to be exported to, or
the export directory location may be entered directly in the Export Path
field.
7. Choose OK to close the Properties dialog box when all of the export
settings are completed.
8. Ensure the report template is highlighted in the list of templates, and then
click the Export button in the Report Templates panel to generate a report
based on the selected template.
9. Choose the day, week or month the data in the report should reflect from
the dialog box that pops up. The exported report file is available in the 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 16-directory specified in the Export Path property for the selected report
Template.
Note  Once the export properties are set for a template, they do not have to beredone every time the report is exported. They are saved with the Export
Properties and may be changed as needed.
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Creating a Forecast Report template
A Forecast report is a report the TASKE Reports program generates using a
template to pull data collected in the TASKE Database. The process of
estimating projected traffic levels, or call loads on the Queue is termed
Forecasting. Forecasted data can then be used to estimate the number of Agents
and other resources (such as Pilots) needed to meet the forecast call load, and
identify which specific Agents will work which shifts (i.e. scheduling).
The template specifies if the report is to reflect data about Pilots or Pilot Groups,
Forecasting Parameters (Resolution, Size, From Time, To Time, TSF %, TSF
Time (secs) and Wrapup Time (secs) ) and the specific date(s) for the report data
to reflect.
In the Main Control panel:
1. Click the Forecast button.
In the Report Templates panel:
2. Click the New button and select the blank report template that appears in
the Reports Templates list.
3. Click the Properties button.
On the General tab: 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 17-4. Enter a name and description for the Forecast Template.
On the Pilot/Pilot Groups tab:5. Click the button for Pilot or Pilot Group.
6. In the Display area, select each of the listed Pilots or Pilot Groups to be
included in the report and enable one or more Report Options for that
Agent.
7. The Selection option marks the Pilot or Pilot Group for inclusion in the
Forecast report. If the Selection option is not checked, the Pilot is not
included in the report.  Mark the Pilot(s) or Pilot Group(s) to be selected
for the Forecast report by clicking their Selection checkboxes.
The Interflows option designates that any interflowed calls be counted as
1 call, rather than multiple calls for multiple Pilots.
For example, with the Interflows option unchecked, when a forecast report
is generated, if 10 calls entered a telephone queue and 8 were answered
immediately by the selected Agent Group and 2 were interflowed to
another queue, eventually getting returning to and getting answered by the
first Agent Group, the 10 calls would be counted when they entered the
system, plus the 2 calls would be counted when they were answered after
being Interflowed. This creates a total of 12 calls counted in the Forecast
report.
If the Interflow option is selected, the Forecast report would count the 8
calls answered on their first attempt and the 2 interflowed calls as 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 18-answered on their second attempt, making a total of 10 calls counted in
the Forecast report.
8. Mark which Pilot(s) or Pilot Group(s) are to have interflowed calls counted
by choosing their Interflows checkboxes.
On the Forecasting Parameters tab:9. Set the Forecasting Parameters that the TASKE Reports program applies
to the selected data to create a forecast.
The Resolution option is to select a quarter hour, half hour or one
hour as the interval to be used by the Forecast report in calculating
and reporting the results for the numbers of calls, the numbers of
Agents and the average Talk Time. The default is Half-Hour.
The Size option is to specify whether the Forecast report is to be
run for one (or more) days or one (or more) weeks. The default is
One Day.
The Forecasting report is divided into quarter hour, half-hour or one
hour intervals for each day. To avoid cluttering the reports with
entries that correspond to after business hours, the times of the day
can be set to be included in the Forecast reports. The From Time
option determines the start time for intervals to be included in the
reports. The default for the From Time is 9:00. The To Time option
determines the end time for intervals included in the reports. The
default for the To Time option is 17:00. 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 19-The TSF (%) option is to set the TSF % factor to be used for
Forecast report calculations. The default is 80%, but is adjustable in
1% increments from 1% to 100%. The Telephone Service Factor
(or TSF) is the ratio of calls either Answered or Abandoned before
a threshold time, to (divided by) the total number of calls offered.
The TSF Time (secs) option is to set the threshold time for the TSF
factor to be used for Forecast report calculations. The default is 20
seconds, but can be increased up to 100 seconds in one second
increments.
The Wrapup Time (secs) option is to set up a Wrap Up Time, or
Work Time. This is a factor added to the call time for Agents to
complete paperwork after the Caller disconnects. The default is 0
seconds, but can be adjusted up to 100 seconds in one-second
increments.
On the Selected Dates tab:10. Set the dates that the TASKE Reports program will use for Forecast
reports. If One Day is the Forecast size in the Forecasting Parameters tab,
then there is the option to choose individual days for the Forecast report. If 
						

							TASKE Reports                      TASKE Call Center Management Tools Version 7.0- 20-One Week is the Forecast size in the Forecasting Parameters tab, then
there is the option to choose weeks for the Forecast report.
11. Choose OK to close the Properties dialog box when all settings are
completed.
12. Ensure the Forecast report template is highlighted in the list of templates,
and then click the View button in the Report Templates panel. The
Forecast report is displayed in the Publication Viewer. The report may now
be looked at in the viewer or printed.
Scheduling Reports for Printing
Daily, Weekly, and Monthly, Year by Week and Year by Month Reports may be
scheduled for automated printing at specified dates and times in the Reports
program.
In the Main Control panel:
1. Click the button corresponding to the desired report period.
In the Report Templates panel:
2. Select the report template that appears in the Reports Templates list to set
scheduled printing for.
3. Click the Properties button.
On the General tab:
4. Click the Auto Print button to mark the report as selected for Auto Printing.
5. Click the Schedule Report Generator … button.