Here are some answers to common questions we get here at TASKE. Be sure to also browse the rest of the articles in this Knowledge Base for more solutions to your issues.
Administration and Licensing
TASKE recommends an entry-level server computer that is equipped with a Microsoft® server-level operating system as a minimum for a TASKE server computer. Microsoft has partnered with several computer manufacturers that produce affordable entry-level servers and offer Microsoft server-level operating systems as options. Some of the Microsoft partner companies that produce entry-level server computers are:
Dell™ Gateway® Hewlett Packard® IBM®
For specific server computer requirements, refer to Article 10000: System Requirements for TASKE Applications.
Find the version number of your TASKE product by choosing About from the Help menu of any TASKE application.
By default, the TASKE application files are installed into C:\Program Files (x86)\TASKE Technology Inc. This is where the Setups folder resides, which is where you will find the client application setup executable files.
By default, all TASKE data files are located at C:\ProgramData\TASKE Technology Inc. This is where data collected from the telephone system resides, in SiteData.
The TASKE web applications are installed in the local IIS default location, C:\inetpub\wwwroot.
Installations prior to version 2019.3, by default, placed all files in C:\TASKE. When upgrading legacy versions that used this folder structure, only the web application files will be moved, to C:\inetpub\wwwroot. All other files will remain in C:\TASKE.
It is important that both the web server computer as well as the client browsers are correctly configured. TASKE products include the Troubleshooting Wizard which will help you ensure the client browser meets all requirements as well as has connectivity to the server. To access the Troubleshooting Wizard, click the Troubleshoot item in the Help menu or click the Troubleshoot link on the sign in page of your TASKE web application.
TASKE Contact will not allow you to monitor extensions in real-time however you can use the Extension reports to view activity on extensions and you can use Visualizer to investigate specific extension activity. Create Extension Groups for your departments so you can report on departments as a whole. If you need to monitor extension activity in real-time then we suggest you purchase TASKE Essential.
Find what your TASKE license includes by selecting the Information Server in the TASKE Console on the TASKE server computer and clicking Open. The License tab lists the license counts and what is currently in use.
In order to more easily diagnose your problems, TASKE support often requests a Support Package. Select Support Packager from the TASKE Console Tools menu on the TASKE server. You can choose to save the package locally or upload it directly to our FTP site. When you call in to Support, ensure you let them know if you’ve uploaded a package for their analysis.
After you have changed the computer name or the static IP address of the TASKE server computer, you will need to update all server components installed on the server as well as all clients that connect to the server. To update the TASKE server components, in TASKE Console, choose Network Settings from the Tools menu to launch the TASKE IP Address Configuration Wizard. Follow the directions in the wizard to complete the IP address change. When client desktop applications are launched, users will be presented with a message indicating that they cannot connect to the server and by clicking Yes on the message, they will be able to enter the new information for the server connection. Article 10133 contains more information on using the Client Configuration Utility.
TASKE web portal users will have to alter the URL that they use to access the TASKE website, by default:
No you don’t require additional CALs for TASKE applications. Web clients do not require CALs to connect to the server. Client computers running TASKE desktop applications do not employ any additional devices or users during operation, and therefore, do not require additional CALs. For more information read Microsoft Client Access Licensing (CAL) Guide
on the Microsoft website.
Reports and Calculations
For incoming calls, call durations are measured from when the agent or extension connects to the call to the point where the last device disconnects from the call. Outgoing call duration is measured from when the extension or agent initiates the call to when they disconnect. The receipt of call events for outgoing calls is highly dependent on the type of information the central office relays back to the telephone system and the type of trunks (phone lines) involved in the call (analog or digital). Digital lines tend to provide full call details, whereas analog lines tend to provide little or no data. Therefore, outgoing call duration will always include the ringing and talk time (if any).
Time to answer indicates how long a call waited on a resource before being answered. For queues, the time to answer includes both the time the call waited in the queue including any in-queue announcements, plus the time the call rang before being answered. It does not include any time that the call spent being routed before landing in the queue.
For extensions, the time to answer starts from the time the call started to ring at the extension. For trunks, the time to answer indicates a length of time, starting from when data is first provided to TASKE and ending when the call arrived at a destination that can be reasonably considered to be a response. For example, a call may be answered by an agent, connected to voice mail, or received by an automated voice response system. Depending on your telephone system and its configuration, a call may be carried by a trunk for a period of time that is unknown to TASKE.
The Answer Service Factor (ASF) is a calculation that shows the percentage of calls answered for a queue. The calculation is as follows:
|All Calls Offered to the Queue – (short abandons + interflows)
Short abandons are calls that abandon within a defined threshold time. The default threshold for short abandons in TASKE reporting applications is 6 seconds. This value can be changed in TASKE Administration. Calls that fall into the short abandon category are not considered to be true abandons as they are typically callers who have routed themselves to the wrong location and, because of this, abandon the call shortly after reaching the queue.
Interflows are calls that move to another answering point after reaching a defined threshold time without an answer from the queue. The time to interflow and destination are defined in the telephone system programming.
The ASF calculation can be customized using the Service Level Calculations area of Administration.
A re-queue occurs when the queue sends an available agent an ACD call, but the agent does not answer. The call is typically returned to the queue to be answered by the next available agent but some call centers may configure their ACD to behave differently. For example, send the call up an escalation path.Re-queues are displayed in the Review area, in the Notifications section of the My Call Center page.To report on how many times calls have been re-queued by an agent run an Agent by Queue daily report.
The Telephone Service Factor(or TSF) is a quality measurement of the percentage of the calls offered to the queue that are answered, outflowed or abandoned within the your defined TSF time. For example, if your goal is to have an average speed of answer of 100 seconds and 80% of your calls are answered (or abandoned or outflowed) within 100 seconds, then your TSF is 80%. Calculate the TSF for a queue by dividing the number of calls answered, outflowed or abandoned within the TSF time by the total number of calls offered to the queue. Abandoned calls are included in this calculation because sufficient resources are generally available to answer the calls, but some callers choose to abandon the call anyway.
Your TSF time threshold is defined on a queue by queue basis. To define your TSF time threshold for a given queue, in TASKE Administration edit the queue for which you want to set the TSF time in the list of queues. Input in seconds your TSF time threshold in the TSF time field.
The TSF calculation can be customized in the Service Level Calculations area of Administration.
Short abandons are calls that are abandoned before waiting in a queue for a set number of seconds. This value is set in the Report Options section of TASKE Administration and the default is 6 seconds. Calls that fall into the short abandon category are not considered to be true abandons as they are typically callers who have routed themselves to the wrong location and, because of this, abandon the call shortly after reaching the queue. Short abandons are only included in the Total Short Aband (total number of short abandons) and Sh Ab Avg Secs (average number of seconds for a short abandon to occur) columns of the queue and queue group by time interval reports. If you want all abandons to be counted for all abandon statistics on the queue, set your short abandon threshold to 0.Long abandons are calls that are abandoned on or after the short abandon threshold time. Long abandons are considered to be true abandons, meaning these callers truly intended to wait in the queue before abandoning the call. A long abandon is credited to a queue when a caller waiting terminates the call before it is answered. All queue and queue group reports that credit abandoned calls are crediting long abandons. This includes the queue and queue by time interval reports, which in addition to the long abandon statistics, also include statistics for short abandons.
A queue is credited with an interflow when, for whatever reason, a call is redirected elsewhere. This can happen when a call that is queued to multiple queues is answered by one of them, then all others will get interflows. Or when a call is redirected to another queue or extension after a set period of time, the queue the call was originally queued to will be credited with an interflow.
Reports show data limited by the start and end times set in the Report Options section of TASKE Administration. These values apply to all users. We recommend that the start time and the end time be a minimum of 1 hour outside the regular call center hours on both ends.
Weekly reports will always start on the day of the week set in TASKE Administration, in Report Options, the Week Starts On selection box. Changing this will change it for all users.
TASKE Reports generates spectrum reports that provide a spectrum, or profile, of the timing of calls into and around the call center. There are three types of spectrums: answer spectrums, abandon spectrums, and interflow spectrums. These intervals can be adjusted in the Spectrums section of the Reports area in TASKE Administration.
A Queue report will begin calculating the start of the ACD call from the time the call is delivered to the queue. An Agent report will calculate the time of the Call when the call is established on the an agent’s extension.For example, a call arrives in queue at 4:59:58 p.m. and is immediately delivered to an agent’s extension. The agent’s telephone rings for 10 seconds before being answered (established). If you ran a Queue report by 15 minute intervals it would credit the call in the 4:45 time frame (delivered at 4:59:58 p.m.) with a TTA (Time to Answer) of 10 seconds. However, the Agent report credits the call in the 5:00 p.m. time frame (established at 5:00:08 p.m.).
The absence of internal calls from the Queue by Abandon Caller reports is intentional. Queue by Abandon Caller reports use Automatic Number Identification (ANI) information to identify the location of abandoned callers. ANI information is provided as a service from the telephone service provider. Because internal calls do not pass through the telephone service provider, ANI information is not available for these calls.
In TASKE Contact applications, splits and skills are treated as queues. The term split is used for hunt groups when the ACD feature is enabled but the EAS (Expert Agent Selection) feature is disabled on the telephone system. The term skill is used for hunt groups when both ACD and EAS are enabled. TASKE applications do not behave differently based on EAS, therefore all hunt groups with ACD enabled are considered queues.
In TASKE-Avaya installations, in order for statistics to be accurately credited, devices must be in both
the TASKE database and the Avaya TSAPI Service Security Database (SDB) if you are using the SDB to start device monitors. We have two knowledge base articles that may be of assistance to ensure both the TASKE and the SDB are correctly set up. Article 70030
describes how to initially program your system and Article 70037
discusses using a TASKE utility to find discrepancies between the TASKE database and the SDB.
Each application’s online help has been consolidated into a PDF for easy printing. Open the online help of the required application and browse to the Welcome page. A hyperlink to the document is included on the page.