Taske Call Center Management Tools Version Instructions Manual

							Search                                               TASKE Call Center Management Tools Version 7.0-1- Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE SEARCH.................................................................................................2
The TASKE Search Interface..........................................................................................2
Using the Menu Bar / Toolbar............................................................................2
Using the Status Bar..........................................................................................4
Opening SMDR or ACD files...........................................................................................5
Changing the Font of the Event Records........................................................................5
Creating and Modifying Filters........................................................................................6
Renaming Filters.............................................................................................................6
Deleting a Filter..............................................................................................................7
Printing the Search Results............................................................................................7
Copying Records to the Clipboard..................................................................................8
Saving the Search Results..............................................................................................8
Searching SMDR Call Records.......................................................................................9
Using the Search Options Tab.........................................................................11
Using the Search Events Tab..........................................................................15
Searching ACD Call Records........................................................................................18
Time Reports...................................................................................................19
Group Reports.................................................................................................19
Pilot Reports....................................................................................................19
Event Reports..................................................................................................20
Defining ACD Search Parameters................................................................................22
Searching for Call Events by Time...................................................................23
Searching for Call Events by Agent.................................................................23
Searching for Call Events by Extension...........................................................24
Searching for Call Events by Pilot...................................................................24
Searching for Call Events by Group................................................................26 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-2-TASKE Search
The TASKE Search utility provides a means for call center supervisors to view call
center activity directly from the records produced by the PBX. These records, though
somewhat cryptic, provide comprehensive call center information that is searchable. By
creating search filters, supervisors view only the records that conform to the defined
search criteria.
The TASKE Search utility searches SMDR (Station Message Detail Record) and ACD
(Automatic Call Distribution) call records. A SMDR record is generated at the
completion of a call, summarizing the call activity from beginning to end. ACD records
are real-time event records produced for each event occurring within a call.
The filtering ability of the Search utility is essential for finding specific call records. A
single day in a call center amasses thousands of records that take hours to search
individually. Using the filtering capabilities of the Search utility, a single filter can contain
several subordinate filtering levels, each excluding the records not matching the filter
criteria. Each level of the search can be saved individually as a .txt file for viewing with a
text editor or word processor.
The TASKE Search Interface
The Search interface is a two-paned
window. The left pane of the window lists
the search filters. The right pane of the
window lists the call records that match
the criteria of the selected search. A
Menu Bar and a Toolbar that provide the
tools for using the Search utility span the
top of the interface. Spanning the bottom
of the interface is a Status Bar that
reports the application status.
Using the Menu Bar / Toolbar
The menu bar and the toolbar span the top of
the TASKE Search window. These two sections
of the Search utility window provide keyboard
and mouse access to the functions of the TASKE Search utility. The menu bar
contains four menus. The four menus of the menu bar are File, Edit, View, and
Help. The toolbar provides easily accessible buttons for several of the functions
available through the menu bar. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-3-File Menu Open PBX File(s) - This option opens the Select Date(s) dialog box.
Selection of one or more dates from this dialog box opens the PBX files for those
dates. Save Results… - This option opens the Save As dialog box. Using this
dialog box, save search results as .txt files for viewing with text editing and word
processing applications. Print… - This option opens the Print dialog box
where the search results are sent to the printer. This
dialog box also accesses the printer properties. Print Preview – This option opens the print
preview window, providing a preview of the printed
search results. Use the tools of the print preview
window to maneuver throughout the pages of the preview, view multiple pages,
zoom in or zoom out on the page, and print the search results. Clicking the Close
button closes the print preview and returns to the search results.
Print Setup… – This option opens the Print Setup dialog box where the printer is
setup to print the search results using the desired settings.
Exit – This option closes the TASKE Search utility without saving the search
results.
Edit Menu Copy Selected Records – This option copies
the selected records (all highlighted records) to
the Windows clipboard. There must be at least
one record selected in the right pane of the
Search window to activate this option. Copy All Records  - This option copies all of the records in the selected
search filter to the Windows clipboard. There must be at least one record
selected in the right pane of the Search window to activate this option.
Change Font…  - This option allows users to change the font of the event
records in the left pane of the Search window. Use any font installed on the PC. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-4-View MenuToolbar – Select to enable or disable the view of the Toolbar. When a check
mark is present beside the Toolbar option, the view of the Toolbar is enabled.
When a check mark is not present beside the Toolbar option, the view of the
Toolbar is disabled.
Status Bar - Select to enable or disable the view of the Status Bar. When a
check mark is present beside the Status Bar option, the view of the Status Bar is
enabled. When a check mark is not present beside the Status Bar option, the
view of the Status Bar is disabled.
Help MenuContents – This option accesses the online help for the
TASKE Search utility.
About Search... - This menu option opens the About TASKE Search dialog box.
This dialog box provides the software release number, the software version
number, and the copyright information. Click OK to exit the dialog box.
Additional ToolBar Functions - Click to open the Search Parameters dialog box and create a sub-filter for
the selected filter. To activate this option, one of the filters in the left pane of the
Search window must be selected. - Click to open the Search Parameters dialog box and modify the selected
search filter. To activate this option, one of the filters in the left pane of the
Search window must be selected. - Click to delete the selected search filter. This action opens the TASKE
Search dialog box where confirmation of the deletion is required by clicking the
Yes button. To activate this option, one of the filters in the left pane of the Search
window must be selected.
Using the Status Bar
Spanning the bottom of the TASKE Search window, the Status Bar is a read-only
display. The Status Bar provides the current status of the Search application, the
number of records that match the selected filter, and the keyboard status of the
Caps Lock, Num Lock, and Scroll Lock keys. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-5-Opening SMDR or ACD files
Both SMDR and ACD files are based on calendar dates. All records within either type of
PBX file are call records that originated on the same date. For this reason, the date is
the primary search filter for opening PBX files.
Open PBX files using the Select Date(s) dialog box. This
dialog box is opened using one of the following three
methods:
To open one or more SMDR or ACD file(s):
To open one or more PBX file(s):
1. Access the Select Date(s) dialog box using one of the above methods.
2. Use  and  to select the desired year.
3. Use  and  to select the desired month.
4. Click on each of the desired date(s).
5. Enable the SMDR Search radio button to search for SMDR records or enable the
ACD Event Search radio button to search for ACD records.
6. Click OK.
If PBX data is not available for the selected date(s), a warning message is displayed
indicating that the requested file(s) were not found. When a date is selected it is
highlighted in blue. To remove a date selection click on the date a second time.
Changing the Font of the Event Records
The font of the event records, or the text in the left pane of the Search window, is
changeable to accommodate user preferences. Use any font installed on the PC and
set the style and size as desired.
To change the font of the event records:
1. Select Change Font... from the Edit menu to open the Font dialog box.
2. Select a font from the Font list.
3. Select a font style from the Font style list.
4. Select a font size from the Size list or input a value for the font size in the Size
box.
5. Click OK.
The Sample section of the Font dialog box provides an illustration of the selected font
variables.1. Starting the Search utility.
1. Selecting Open from the File menu.
1. Clicking  on the Toolbar. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-6-Creating and Modifying Filters
Define the parameters for a search in the Search Parameters dialog box. To access the
Search Parameters dialog box, click either  or . Clicking  creates a sub-filter for
the selected filter, and clicking  modifies the selected filter.
The Search Parameters dialog box contains two tabs: Search Options and Search
Events. Using the Search Options tab, define search filter criteria based on call
characteristics. Using the Search Events tab, define search filter criteria based on call
handling. Include both types of search criteria in the same search filter. When all of the
desired options for the search filter have been selected from both tabs, click OK to view
the results.
To create a new filter:
1. Select a filter from the left pane of the TASKE Search window to act as the base
of the new sub-filter .
2. Click  on the toolbar or right-click on the selected filter and select Filter Results
from the drop-down menu.
3. The Search Parameters dialog box opens.
4. Choose the desired search parameters.
5. Click OK.
To modify a filter:
1. Select the filter to modify from the left pane of the TASKE Search window.
2. Click  on the toolbar or right-click on the selected filter and select Modify Filter
from the drop-down menu.
3. The Search Parameters dialog box opens.
4. Change the search parameters as required.
5. Click OK.
Renaming Filters
Each new filter is automatically
named using a decimal-based
numbering structure. Second-level
filters, created directly from the
root, are named sequentially in the
format X.0. Third-level filters are named X.0.X. This numbering system continues as
additional filtering levels are created. If desired, rename the filters to anything that is 32
characters or less in length. Use any standard keyboard character in the name,
including spaces. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-7-To rename a filter:
1. Click the filter to rename in the left-pane of the TASKE Search window.
2. Click the filter a second time to open the edit box.
3. Type the new filter name.
4. Press Enter.
Deleting a Filter
Deleting a filter from the tree structure in the left pane of the TASKE Search window
deletes all of its sub-filters as well. Only the root filter cannot be deleted. For instance,
deleting filter 1.0 also deletes sub-filters 1.0.1 and 1.0.1.1.
To delete a filter:
1. Select any filter, except the root filter, from the left pane of the TASKE Search
window.
2. Click  on the toolbar or right-click on the selected filter and select Remove
Filter from the drop-down menu.
3. The TASKE Search dialog box opens asking the user to confirm the filter
deletion.
4. Click Yes to delete the filter and its sub-filters.
Printing the Search Results
Preview and print the search results for each filter individually. The records are printed
as they appear in the Search window. The printed page includes a header, titled TASKE
Search Results, and a footer that includes the page number, date, and time.
To use the print preview to view and print the results of a search filter:
1. Select the search filter to preview from the left pane of the Search window.
2. Click  or select Print Preview from the File menu to open the print preview
window.
3. Use the Next Page, Prev Page, One/Two Page, Zoom In, and Zoom Out buttons
to view the search results.
4. If desired, click Print to open the Print dialog box and print the search results.
5. Click Close to exit the print preview window.
To print the results of a search filter:
1. Select the search filter to print from the left pane of the Search window.
2. Click  on the Toolbar or select Print from the File menu to open the Print
dialog box.
3. Select the printer, print range, and the number of copies. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-8-4. Click OK.
To change the print setup:
1. Select Print Setup from the File menu to open the Print Setup dialog box.
2. Make the required changes to the printer, paper, and paper orientation.
3. Click OK.
Copying Records to the Clipboard
Copying the records of a search filter to the Windows Clipboard makes them available
to other applications. This is one method of exporting PBX records.
To copy all records in the filter to the Clipboard:
1. Select the filter containing the desired records from the left pane of the Search
window.
2. Click  or select Copy All Records from the Edit menu to copy all records in the
selected filter to the Clipboard.
To copy selected records in the filter to the Clipboard:
1. Select the filter containing the desired records from the left pane of the Search
window.
2. Select the records to be copied from the right pane of the Search window.
3. Click  or select Copy Selected Records from the Edit menu to copy the
selected records to the Clipboard.
To select a group of records that are in order for copying:
1. Select the first record.
2. Hold SHIFT and click the last record in the range.
To select a group of records that are not in order for copying:
1. Select the first record.
2. Hold CTRL and click each of the remaining records.
Saving the Search Results
Save the results of a search filter as a text file (.txt) for viewing using text editing or word
processing software applications. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-9-To save the results of a search filter as a .txt file:
1. Select the filter to save from the left pane of the Search window.
2. Click  or select Save Results from the File menu to open the Save As dialog
box.
3. Choose the destination directory and type a name for the file.
4. Click Save.
Searching SMDR Call Records
Displayed in a tree structure in the left pane of the Search interface, filters are created
for the selected PBX files based on specific incidences that occur within calls. Setting
boundaries for these incidences eliminates those records that do not fall within the
specified range. Create several filtering levels for a single search. Sub-filters drill-down
through the records, with each level displaying a more detailed level of search.
The primary filter for any PBX file is the date. When a search is opened, all call records
for the selected dates are included in a root filter that is titled All Records. Any additional
filters created for the search are subordinate to the root filter in the tree structure.
Search filters are created, modified and deleted using the tools provided on the Toolbar.
The  button creates a sub-filter for the selected filter. The  button is used to modify
the selected filter. The  button deletes the selected filter. Clicking either the  button
or the  button opens the Search Parameters dialog box where the boundaries for a
search filter are defined.
Each new filter is automatically named using a decimal-based numbering structure.
Second-level filters, created directly from the root, are named sequentially in the format
X.0. Third-level filters are named X.0.X. This numbering system continues as additional
filtering levels are created.
Deciphering the information included in a SMDR record is a difficult task for those
viewing the records directly from the PBX. A SMDR record is a call record that
describes call activity. The records are stored in a database and each field in the
database stores a specific section of a call. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-10-A SMDR record may contain the following information:
MM/DD HH:MM hhhh:mm:ss cccc * TTA ddddddddddddddddddddddddDDDDCSppppX
TTTT aaaaaaaaaaaa sss
where:
MM/DD=Start date of the callHH:MM=Start time of the callhhhh:mm:ss=Call durationcccc=a) Inbound call: the trunk number obtained by the call
b) Outbound call: the identifying number of the calling party*=a) Displays * if the call was handled by an attendant
b) Blank if not handled by an attendantTTA=a) Inbound call: displays the time to answer
b) Abandoned call: displays ***
c) Outbound call: displays the trunk access codedddd...=The digits dialedDDDD=a) Displays the meter pulses if applicable.
b) Displays a continuation of the digits dialed if meter pulses are not
involved.
c) Blank if meter pulses are not applicable and digits dialed are not
long enough to use the spaceC=The call completion statusS=a) The ARS (Automatic Route Selection) speed call flag
b) Blank if call is not speed dialedpppp=The identifying number of the called partyX=a) Displayed for transferred calls
b) Blank if a transfer did not occurTTTT=a) The identifying number of the third party
b) Blank if a third party was not involvedaaaa...=a) The account codes for the call
b) Blank if account codes were not applicablesss=System identifier number, used only when multiple PBX systems
are in use