TASKE 8.0 for Inter-Tel AXXESS
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TASKE 8.0 once again reinforces our
commitment to deliver innovative solutions to our call center customers. The
applications within the suite all seamlessly integrate with the Inter-Tel AXXESS
telephone system, including OAI 1 and OAI 2 data streams.
The new features made available to you in TASKE 8.0 deliver added value to
our proven suite of ACD management applications. TASKE 8.0 is easy to use and
maintain, and it empowers supervisors to effortlessly manage staff through
TASKE Workforce Management. TASKE Technology's complete Workforce Management
Solution leverages the power of Blue Pumpkin's award-winning PrimeTime™ application.
You can read about enhancements available in TASKE 8.0 below.
We also invite you to check out the following pages on www.TASKE.com:
Here's a list of overall enhancements to the TASKE 8.0 suite for Inter-Tel
AXXESS telephone systems.
- Easy to Install and Maintain - To save you time, new features have been
added to the suite to ensure the applications are easy to install and maintain.
- Automatic Database Population - The Database Population Utility (DPU) reduces
initial configuration time and maintenance efforts. This application automatically
populates selected fields in the administrator database with data from the
telephone system's agent database. You can run DPU whenever new information
is entered in the telephone system, to ensure the administrator database
is always up to date.
- Client Synchronization - You can now automatically update client software,
making it simpler to upgrade. Automatic client updates eliminate the need
to manually update TASKE client software on every supervisor and agent computer.
New in the TASKE ACD ToolBox
TASKE ACD Monitor
- Real-time Agent Adherence - This new feature alerts you to non-adherence
conditions where the agent's activity does not match the scheduled activity.
By comparing
an agent's schedule, created using PrimeTime workforce management software,
with real-time information, the ACD Monitor can determine if the agent
is adhering to the schedule and alert you when non-adherence occurs.
- Key Statistical Alarms - The ability to generate visual and audible alarms
when key operational thresholds are exceeded. Vital for effective call
center management, the alarms are displayed by highlighting a section of
the button
in either warning or critical colors as well as an audio alarm linked to
a .wav file.
- Enhanced ACD Monitor Graphical User Interface (GUI) - The ACD Monitor has
a streamlined, yet familiar look. Building upon the ACD Monitor's existing
design, new features like user selectable ToolTips in States and Map mode,
ability to change state colors, and enhanced GUI have all been added to
further improve the overall look and feel to the ACD Monitor.
Additional Intra-day Reports in Real Time View - Current day statistics
and statistics from the past 24 hours have been added to the ACD Monitor.
TASKE Reports
- Abandoned Call Reporting - A new report included in the ACD ToolBox, Queue
by Abandoned Call, displays detailed information on callers that hang up before
an agent answers the call. The report lists all abandoned calls for a given
queue, including start time, time to abandon and the caller's Auto Number Identification
(ANI) information (telephone number and, if available, name or city). You can
also run the Queue by Abandoned Call report for any historical PBX record file
created by previous versions of TASKE software. This new report allows you
to analyze abandoned calls and take corrective action to maintain appropriate
service levels.
TASKE Workforce Management
Powered by the award-winning PrimeTime agent scheduling and forecasting solution
by Blue Pumpkin Inc., TASKE Workforce Management provides the industry's only
real-time monitoring of agent adherence to PrimeTime schedules. We're pleased
to announce a new pricing model directed at small- to medium-sized businesses
configurations of up to 70 agents. Features include:
- Real-time Agent Adherence - The ability to export the schedule created
in PrimeTime into the TASKE Server, provides the added functionality of real-time
agent adherence for those of you using the ACD Monitor.
- PrimeTime Sage - Sage is a tool that will alert you to any problems that
occur when configuring PrimeTime 3.0. If a problem is detected, Sage will
notify
you and offer a solution to resolve the problem.
- New Scheduling Formats - Rotation/Team Scheduling - The ability to create
rotating shift patterns or create teams and have them start/finish shifts
at the same time has been added. The rotation feature is beneficial for achieving
fairness among employees in the call center.
- Scheduling Off Phone Periods in 5-Minute Increments - PrimeTime gives you
the ability to create off-phone periods in increments as small as 5 minutes.
OAISYS Integration
- Net Phone - OAISYS Net Phone v3.2 incorporates traditional "supervisor" features
directly from the TASKE interface. Supervisors can now silently monitor agents' calls,
join in on a call, or disconnect an agent's call with the click of a mouse.
Net Phone lets supervisors log agents in and out of call groups from TASKE.
Net Phone also integrates with many of the leading CRM and contact manager
programs for screen pops.
- Auto Call Record - OAISYS Auto Call Record lets TASKE Supervisors manually
initiate and terminate phone call recordings. This feature is very beneficial
for training and monitoring purposes. Also with Auto Call Record, the TASKE
replay feature provides a visual indication of recorded calls and a hyperlink
to easily access the recorded call for audio playback.
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