OVERVIEW

TASKE(R) ACD Toolbox, a sophisticated call center management and reporting software package, adds a powerful dimension to ADIX ACD. TASKE(R) ACD Toolbox features a 3-tiered approach that optimizes reporting and management options for the call center. 

• Real-Time Monitoring. TASKE(R) ACD Toolbox allows supervisors to monitor the pulse of the entire call center by configuring customizable statistics windows on their desktop.
• Agent Awareness. The ACD Agent Desktop Sign brings real-time group status indication to each agent’s desktop.
• Historical Reports and Forecasting. A full palate of 60 reports combined with features such as ACD Replay and ACD Forecaster ensure your call center is always operating at peak performance.

Follow the links below to learn more about TASKE(R) ACD Toolbox. 

• TASKE(R) ACD Toolbox Software Options 
• TASKE(R) ACD Toolbox Basic Components
• TASKE(R) ACD Hardware Requirements
• Stand-Alone and Network Options

The TASKE(R) ACD Toolbox software is segmented into various feature levels to cost effectively serve large and small call centers. 

The selections are as follows: 

Basic - The TASKE(R) ACD Toolbox Basic level includes the ACD Collector, ACD Monitor, Init, Database, and Maintenance. The Basic level handles up to 400 agents. The Basic level is available as a stand-alone unit in which the software is installed in one computer. The Basic level is also available as a network unit. A network unit is the combination of hardware interconnecting two or more computers and the software that allows the interconnected computers to communicate. 

Intermediate - The TASKE(R) ACD Toolbox Intermediate level includes the Basic level features plus Daily Summary and Reports, Weekly Summary and Reports, Monthly Summary and Reports, ACD Search, and Export. Desktop Sign is available with the Network version only. The Intermediate level is available as a stand-alone unit or as a network unit. 

Advanced - The TASKE(R) ACD Toolbox Advanced level includes the Basic level features and the Intermediate level features plus Year-to-date Summary and Reports, Year-by-month Summary and Reports, Forecasting, Reports II, Sign II, Export II, Traffic Toolkit and ACD Replay. The Advanced level is available as a stand-alone unit or as a network unit.

The TASKE(R) ACD Toolbox consists of the following basic components: 

TASKE(R) ACD Collector

The ACD Collector is a program, which interfaces with the ADIX and collects data. The data consists of Real-Time Event records. To ensure efficient use of the hard disk, the records are compressed by the ACD Collector. The ACD Collector program runs in the background and is not readily apparent to the user. 

TASKE(R) ACD Monitor

The ACD Monitor program provides a Real-Time display on the present status and operation of the ACD Call Center, and on the status of Agents and Pilots. 

Init

The Init program is used to specify TASKE(R) ACD Toolbox system features. It instructs the system on what Historical Reporting, Wall Sign, maintenance, data alarm, network, and file storage features to use. 

Database

The Main Database program is used to establish and modify (when required) the TASKE(R) ACD Toolbox system’s Main Database so it meets the configuration requirements for: Agents and Agent Groups, Extensions and Extension Groups, Pilots and Pilot Groups and Trunks and Trunk Groups.  The Main Database drives the Historical Reporting functions and is located on a non-volatile hard disk medium. The Main Database tells the TASKE(R) ACD Toolbox system which devices are required for the Historical Reports. 

Maintenance

The Maintenance program assists you in performing housekeeping and maintenance activities for all TASKE(R) ACD Toolbox programs. Major functions include disk space upkeep, error log tracking, and ensuring the security of your stored records. The program may be used routinely for activities such as reading maintenance logs and performing disk audits. 
 

The TASKE(R) ACD Toolbox hardware requirements are listed below. 
 
 

Component	Recommended
Operating System	Windows 95	Windows NT 4.0 or later
Processor:         IBM ® PC, IBM PS/2 or         100% compatible	Pentium 166 MHz
Memory (RAM)	32 MB Stand-alone, or Client  64 MB Server
Monitor	Super VGA or better
Hard Drive	2.0 GB
Communication Ports	2 RS232C Communication Ports  Co-Processor such as DIGIBOARD
Printer Ports	1 Parallel Printer Port
Printer	1 Laser Printer
Mouse	1 Bus, Serial, or PS/2 Mouse

 

The TASKE(R) ACD Toolbox system operates in Stand-Alone or Network mode. In the Stand-Alone mode, the system acts as an individual unit. The TASKE(R) ACD Toolbox software is installed in one computer that is connected directly to the ADIX. In the network mode, the system operates either as a Network Server or as a Network Client allowing simultaneous access by multiple users. 

When operating as a Network Server, the system acts as a master unit and performs the same functions as a Stand-Alone collector. In addition, the Network Server packages ACD-related Real-Time Event records into TCP/IP packets for transmission to Network Clients. The Real-Time Database determines which ACD-related Real-Time Event records are packaged and transmitted. 

When operating as a Network Client, the system acts as a slave unit and receives data from a Network Server as TCP/IP packets. The Network Client then uses this data to operate an ACD Monitor and optionally a Wall Sign. This enables multiple Supervisors to utilize the ACD Monitor feature. The system operates with the Main Database, where you program the devices of the ADIX (such as Trunks and Extensions), and add members (such as Extensions 2000, 3000 and 4000).  The Main Database drives the Summaries, Reports, and Search programs. The Real-Time Database drives the ACD Monitor and the Wall Sign programs of the TASKE(R) ACD Toolbox, and determines which records should be packaged and transmitted to Network Clients. The Real-Time Database is automatically updated by the collector using the Real-Time Events data stream. The relevant records, as determined by the programming for the Real-Time Database, are packaged and transmitted to Network Clients. 

Desktop Sign (Available on Network version only)

The Desktop Sign is an optional component available with the TASKE(R) ACD Toolbox Network Version. The Desktop Sign displays user-specified real-time and historical statistics on the status of Agents, and on ACD performance parameters.  The statistics are displayed in color-coded subdivisions on your desktop screen, and are continuously updated as new data is received from the ACD Collector.