Mitel TASKE User Guide
TASKE Reports TASKE Call Center Management Tools Version 7.0
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
- 1-
TASKE Reports TASKE Call Center Management Tools Version 7.0
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.
- 2-
TASKE Reports TASKE Call Center Management Tools Version 7.0
Report Options
Reporting
Resource Report Intervals
Period
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
Weekly Pilot Abandon
Spectrum
Monthly Pilot Abandon
Spectrum
Year by Week Pilot Abandon
Spectrum
Year by Month Pilot Abandon
Spectrum
Daily Pilot Interflow
Spectrum
Weekly Pilot Interflow
Spectrum
Quarter hour, half hour, hour
Quarter hour, half hour, hour, day of week
Quarter hour, half hour, hour, day of month
Half hour, hour, day of week, week
Half hour, hour, day of month, month
Quarter hour, half hour, hour
Quarter hour, half hour, hour, day of week
- 3-
TASKE Reports TASKE Call Center Management Tools Version 7.0
Monthly Pilot Interflow
Spectrum
Year by Week Pilot Interflow
Spectrum
Year by Month Pilot Interflow
Spectrum
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 &
Weekly Pilot Group Quarter hour, half hour, hour, day of week, pilot, DNIS, area code,
Monthly Pilot Group Quarter hour, half hour, hour, day of month, pilot, DNIS, area code,
Year by Week Pilot Group Half hour, hour, day of week, week, pilot, DNIS, area code, area
Year by Month Pilot Group Half hour, hour, day of month, month, pilot, DNIS, area code, area
Monthly Pilot Peaks Peak offered, peak answered, peak abandoned, peak interflowed
Daily Pilot Group Answer
Spectrum
Weekly Pilot Group Answer
Spectrum
Monthly Pilot Group Answer
Spectrum
Year by Week Pilot Group Answer
Spectrum
Year by Month Pilot Group Answer
Spectrum
Daily Pilot Group Abandon
Spectrum
Weekly Pilot Group Abandon
Spectrum
Monthly Pilot Group Abandon
Spectrum
Year by Week Pilot Group Abandon
Spectrum
Year by Month Pilot Group Abandon
Spectrum
Daily Pilot Group Interflow
Spectrum
Weekly Pilot Group Interflow
Spectrum
Monthly Pilot Group Interflow
Spectrum
Year by Week Pilot Group Interflow
Spectrum
Year by Month Pilot Group Interflow
Spectrum
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
Quarter hour, half hour, hour, day of month
Half hour, hour, day of week, week
Half hour, hour, day of month, month
city, state
area code & city, state
area code & city, state
code & city, state
code & city, state
Quarter hour, half hour, hour, pilot
Quarter hour, half hour, hour, day of week, pilot
Quarter hour, half hour, hour, day of month, pilot
Half hour, hour, day of week, week, pilot
Half hour, hour, day of month, month, pilot
Quarter hour, half hour, hour, pilot
Quarter hour, half hour, hour, day of week, pilot
Quarter hour, half hour, hour, day of month, pilot
Half hour, hour, day of week, week, pilot
Half hour, hour, day of month, month, pilot
Quarter hour, half hour, hour, pilot
Quarter hour, half hour, hour, day of week, pilot
Quarter hour, half hour, hour, day of month, pilot
Half hour, hour, day of week, week, pilot
Half hour, hour, day of month, month, pilot
- 4-
TASKE Reports TASKE Call Center Management Tools Version 7.0
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.
- 5-
TASKE Reports TASKE Call Center Management Tools Version 7.0
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.
New
The New button creates a new template in the Reporting Period selected in
the Main Control panel.
Properties
The Properties button displays the Properties for a selected template in the
Report Templates panel.
View
The 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.
- 6-
TASKE Reports TASKE Call Center Management Tools Version 7.0
Export
The 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 Preview
The 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.
The Print button launches the Windows Print process for the report displayed
in the Publication Viewer.
- 7-
TASKE Reports TASKE Call Center Management Tools Version 7.0
Change Font
The Change Font button allows modification of the typeface, type size and
type style of the report for better display, or for printing purposes.
Page Counter
The 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 printer
installed 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 Properties
The General tab of the Properties dialog box displays the general properties of a
selected report template. These Properties include:
- 8-
TASKE Reports TASKE Call Center Management Tools Version 7.0
Report Template
A name given to the report template for reference purposes. The name is
mandatory, and is displayed in the list of templates.
Report Description
A description given to the report template for reference purposes. The
description is not mandatory, and is used for reference purposes only.
Auto Print
The 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 Export
The 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 Period
The 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 report
template in the Report Templates panel.
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.
- 9-
Loading...