TASKE Call Center Management Tools
TASKE® Call Center Management Tools is a powerful
suite of flexible call center management solutions for ADIX ACD that empowers
supervisors to manage call center operations with speed and confidence.
It features real-time ACD monitoring, comprehensive historical reporting,
advanced forecasting, workforce management and intelligent voice messaging
applications. Thousands of call center supervisors around the world rely
on TASKE Call Center Management Tools to help manage their agents, set
and meet service levels, and provide vital management information on call
The core application, the TASKE ACD ToolBox, is a management solution
that is easy to use. It features:
- Real-Time Monitoring
TASKE ACD ToolBox allows supervisors to monitor the pulse of the entire
call center by viewing the state of individual agents by color, for
a quick overview of current activity on the call center floor.
- Historical Reporting
Supervisors can generate more than 150 standard reports on abandoned
calls, individual agent activity, agent groups, extensions, trunks,
queue groups, activity codes and more. Reports can be exported to a
variety of database, spreadsheet or text formats, including HTML for
remote Web access.
- Advanced Forecasting Applications
Forecast and Traffic Analyzer utilities help you accurately plan resource
requirements and estimate call patterns.
- IP-based software
- Enterprise capability (see Enterprise Supervisor add-on module)
- Adjustable replay of ACD activity
- Automatic database population
- Powerful search tools
- Automatic client updates
ENHANCED CALL CENTER MANAGEMENT
TASKE Call Center Management Tools includes optional add-on modules for
a complete and tightly integrated call center management package:
TASKE Agent Desktop
The TASKE Agent Desktop displays queue statistics on color-coded tabs
that alert agents when call traffic exceeds pre-defined thresholds. Agents
can take action before potential problems arise.
TASKE Voice ToolBox
The TASKE Voice ToolBox empowers even the smallest call center to maximize
service and reduce abandoned calls. You can effortlessly create automated
voice plans that play messages to callers based on digits dialed, call
activity, time of day and date.
TASKE Workforce Management
TASKE Workforce Management provides the industry's only real-time monitoring
of agent adherence to schedules. Powered by Blue Pumpkin Director –
Essential, TASKE Workforce Management can easily forecast staffing requirements
and create optimized schedules that account for work shifts, breaks, wrap
up time and off-phone time while maintaining service levels.
TASKE Enterprise Supervisor
For call centers with multiple locations, TASKE Enterprise Supervisor
comes ready for installation over existing wide area networks. This application
allows supervisors to monitor multiple sites at the same time and generate
call-activity reports for remote call centers.