Comdial Quick Q Acd Administrators Guide

QQ85
Figure 5-11. Incoming Call Report
Incoming Calls—Line Report Definitions
1. Total I/C = total incoming calls
2. Incoming Calls–ANS = answered incoming calls
3. Incoming Calls–ABD = abandoned calls dropped by caller or connected
forlessthannineseconds
4. Incoming Calls–NIGHT = any calls at night mode (ans, abn, msg)
5. Answered Calls–DIR = calls answered before announcement
6. Answered Calls–ANNC = calls answered after announcement
7. Ans>T = calls answered after programmed alarm threshold
8. GOS % =...

QQ96
Figure 5-12. Total Time Report
Total Time Agent Report Definitions
1. Sign In Time = total agent sign in time–updated only if agent has signed out
2. Incoming Time = total time agents are engaged in incoming calls
3. Outgoing Time = total time agents are engaged in outgoing calls
4. Wrap Up Time = total time agents are in wrap-up state
5. Busy Time = total time agent set busy (agent press busy & auto busy
due to redirect)
6. Idle Time = total time agents are in idle state–updated only if agents
have...

QQ97
Figure 5-13. Average Time Report
Average Time Line Report Definitions
1. Waiting Time–Calls = number of incoming calls answered
2. Waiting Time–Average = average waiting time for each answered incoming call
3. Incoming Call Time–Calls = number of incoming calls answered
4. Incoming Call Time–Average = average connection time for each answered incoming call
5. Abandoned Call Time–Calls = number of calls abandoned–includes calls connected for
less than nine seconds
6. Abandoned Call Time–Average =...

QQ98
QQ99
Figure 5-14. System Capacity Report
System Capacity Report shows the total number of times all lines were busy and the total time in hours, minutes, and
seconds. It also shows the total number of times that no agents were available and the total time in hours, minutes and
seconds.
Figure 5-15. Account Code Report
Account Code Report lists the account codes with their descriptions. It also shows the number of calls logged by the agents for
each Account code and the average duration of that...

QQ100
Figure 5-16. Traffic Analysis
Traffic Analysis Line Report Definitions
1. Total Calls–I/C = total incoming calls
2. Total Calls–O/G = total outgoing calls
3. Incoming Calls–ANS = answered incoming calls
4. Incoming Calls–ABD = abandoned calls–calls dropped by the caller or connected
for less than nine seconds
5. Average Time–Waiting = average waiting time for each answered incoming call
6. Average Time–Abandoned = average waiting time for each abandoned call
7. GOS = grade of service [(3) - (number...

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Appendix A
Using QuickQ With a Mouse
A mouse is a device that allows you to move a cursor on the computer screen to specific points for data
entry, and to make menu selections. An arrow image, called the mouse pointer, moves on the screen
when you move the mouse. Practice moving the pointer. Stay away from the menu bar at the top of the
screen. (If you accidentally make a menu appear, you can make it disappear by moving the pointer out of
the menu and pressing and releasing the left mouse button.)...

Understanding QuickQ Window Graphics
If you are familiar with a windowing environment, you can skip this discussion.
QuickQis easy to use. Most of what you see and do in theQuickQconsole happens in a window. A
window is a screen area that theQuickQsystem uses to exchange information with you. There are many
QuickQwindows, such as the one on which you enter your password or the one that shows line group
data. You can move, resize, overlap, close and open one or more windows in one screen. While you can...

Appendix B
System Layout / Worksheet
System Setup
(Note: Copy pages as required for customer records)
Company Name
ID# and Password
Grp. Name Supv. Name ID# Password
Grp 00
Grp 01
Grp 02
Grp 03
Grp 04
Grp 05
Grp 06
Grp 07
Grp 08
Grp 09
Grp 10
Grp 11
Grp 12
Grp 13
Grp 14
Grp 15
Grp 16
Intergroup Overflow
Level 1 Level 2 Level 3 Level 4
Grp 01
Grp 02
Grp 03
Grp 04
Grp 05
Grp 06
Grp 07
Grp 08
Grp 09
Grp 10
Grp 11
Grp 12
Grp 13
Grp 14
Grp 15
Grp 16
NOTE: Group 00 refers to the System Manager’s ID and...

Announcements
Note - Space is provided on the Group Layout / Worksheet for the scripting of messages.
Description Group Line Sub-group
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
Account Codes
Code Description
Stat-Bins
Answer BinsAbandon Bins
Time Time
Time Bin 01 Time Bin 01
Time Bin 02 Time Bin 02
Time Bin 03 Time Bin 03
Time Bin 04 Time Bin 04
Time Bin 05 Time Bin 05
Time Bin 06 Time Bin 06
AppendixGCA70-336
A–4Software Revision 3.0