Comdial Quick Q Acd Administrators Guide

							Exporting Reports in ASCII Format
There is an option available under the Hisotorical Reports screen that allows you to export system and
group reports in the ASCII format. This allows you to import these reports into standard spread sheet
programs so that you can customize the data. Use the following procedure to export your reports.
1. Insert a disk into floppy disk drive A on yourQuickQcomputer.
2. SelectHistoricalfromManagement Infoto obtain the window illustrated in Figure 5-4.
3. Sign through to the month of your choice. The export function is the last item on the title bar. Click on
this item and a small window appears calledExport Report. This window contains theSTART
andCANCELbutton, and the file name of the report which you cannot change. The file name is broken
down by month, year and group number. For example, file name A:\M1196.G06 means this file
contains monthly data for Group 6, for November, 1996. G00 is used to identify system reports.
4. Press theSTARTbutton and the following sentence appears on your screen:Exporting Report - - - Do
Not Take Out Diskette.
5. If you forgot to insert a new disk in drive A, the following window appears when you press the
STARTbutton:Error, Floppy drive is not ready. Please insert disk in Drive A.OK.
Selecting Current Reports
Selecting theCurrentoption from theManagement Info.menu causes theCurrent
Reportwindow to appear. This window features two buttons allowing you to select a series of reports
for the current hour (Hourly) or the current day (Daily). After you choose your report period, the
system shows the main report screen.
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Figure 5-4. Historical Report Window
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							Selecting The Report Schedule
Selecting theReport Schedulefrom theManagement Infomenu causes a pulldown menu to
appear with two choices—DailyandWeekly/Monthly.
SelectDailyand theDaily Report Schedulewindow appears. You use this window to select
reports that you want to print daily by clicking on the appropriate boxes in theReport Typearea of
the window. Also, you use this window to enter the print time (in 24-hour format) for any reports you
want to print—daily, weekly, or monthly. When entering the printing time, do not select any time
between 23:45 and 00:15 asQuickQis updating reports at this time and cannot print.
Select weekly/monthly and theWeekly/Monthly Report Schedulewindow appears (Figure
5-5). Use this window to select weekly and/or monthly report printing. Note that in the Figure 5-5
example, theIncoming Callreport will print every Wednesday morning at 08:10, and also at this
time on the first day of every month. If you want this report to print every day at 08:10 instead of just on
Wednesday mornings and the first day of the month, you must select theIncoming Callbox on the
Daily Report Schedule. Unless you would want some other reports printed weekly and/or
monthly, you would select “disable” for both weekly and monthly times.
Print time for all scheduled reports is set in the Daily Report Schedule. This time also applies to weekly
and monthly reports.
Select the print type for reports on each of the two schedules by pressing the down arrow box beside
Print Type. Print types are Numerical, Graphical, and Numerical/Graphical. Highlight your choice by
clicking it with the mouse or by using the
UpandDownarrow keys and theEnterkey.
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Figure 5-5. Weekly/Monthly Report Schedule Window
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							Selecting The Main Report Screens
The Main Report screens are the same for the daily, weekly and monthly analysis periods. While the
hourly report menu lacks some of the report types offered by the other reports. The menu bar offers the
report type, report format, note, and print options.
Report Type—Selecting this option from the menu bar causes aReport-typemenu to drop down.
The reports type consists of the following options:
·Answer Bins
·Abandon Bins
·Incoming Call
·Total Time
·Average Time
·System Capacity
·Account Code
·Traffic Analysis
·Prefer Customer(Group Supervisor only)
Highlight the desired report type and press
Enter, or click on it with the mouse.
Report Format—Selecting this option causes a small two-option menu to drop down that allows you to
specify whether you wish to view the currently selected report in eitherNumericalor
Graphicalformat. Highlight the format you wish to use and press
Enter, or click on it with the mouse.
Note—Selecting this option from the menu bar opens up a small window that allows you to enter
free-form text. Use this opportunity to enter a reminder of the circumstances during which the data was
compiled. This is useful when you are looking at historical data and you find something unusual about
the reports. Always review the note for the old report as it may present an important message (for
example,Phone company came in to upgrade system - phones off for two hours).
Use the
Tabkey to cycle through the buttons until the highlight is in the main text window of the Note
Window, or click on theTextarea with the mouse then type your notes.
To exit from the Note window, highlight and select theAbortbutton (does not save your changes), or
theSaveoption (saves all changes). Both of these options close the window.
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							Print—To print your report, select thePrintmenu bar option. The system drops a menu down that
offers you the choice of printing theNumericalreport,Graphicalreport, orPrint All.
Choose one of the three options and the Print Report window appears offering a list of nine report types
for group. Use the
Tabkey to cycle from theStartbutton to the Report Types. To select the type of
report, press
Enterand your option will be highlighted with an “X” on the left hand side. Use theupand
downarrow keys to move between fields. To start printing, use the mouse to click on theStartbutton
or press
Alt S.
Copy—To copy the current opened report to diskette in binary format, select the copy menu bar option.
Click on Floppy A to display a configuration window. PressOKto complete the task orCANCELto abort
the selection.
Delete—Select this option to delete the current opened report from memory. A window will come up to
confirm your selection. Choose DELETE to proceed or CANCEL to abort this selection.
IMPORTANT:Make sure you really want to delete the selected report. Once a report is deleted, it is
erased from memory.
Export—Refer toExporting Reports in ASCII Formatsectiononpage5-5.
Selecting Wallboard Message Report
This report gives you a list of the wallboard messages stored. You can create and store new messages or
update existing ones, and select messages to send to wallboards.
1. SelectWallboard Messagefrom theManagement Infopull-down menu. TheWallboard
Messagewindow appears (Figure 5-6).
2. Use the
UpandDownarrow keys to cycle through the message titles. Your choice will be highlighted.
3. To add a new message, click onAddand theWallboard Message-Addwindow appears. Type
your message in the box provided. You can use up to 70 characters. Save the message and add it to
your message list by clicking onCreate Message.TheCreate Wallboardwindow appears
withYesandNooptions. Click onYesor press
Alt Yto save your data and close the windows or
click onNoor press
Alt Nto return to theMessage Addwindow.
NOTE: Messages longer than 20 characters will scroll on the wallboard.
4. To send or edit a message, press the
UpandDownkeys to highlight the message and pressEnteror
click your selection with the mouse. TheWallboard Message Send or Editwindow
appears. To edit the message, selectEditand theWallboard Message-Editwindow appears.
From this window, you can either change or delete the displayed message. To exit this menu, press
Escor double click the close box.
5. After editing the wallboard messages, selectUpdateor press
Alt U. The system saves the changes
and closes the window automatically. If no changes are necessary, press
Escor double click on the
close box to exit.
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							QQ105
Figure 5-6. Adding A Wallboard Message
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							Opening The Wallboard Schedule Report
This report provides information on when certain messages will be sent to the wallboards based on time.
Also, this screen allows you to update or delete any of the existing schedules, or create new schedules as
needed.
1. SelectWallboard Schedulefrom theManagement Info pull-downmenu. The
Wallboard Schedulewindow appears (Figure 5-7).
2. Use the
UpandDownarrow keys to cycle through the message schedules. Your choice will be
highlighted.
3. To add a new message schedule, click onAddand theAdd Wallboard Schedulewindow
appears. Select the day of the week by pressing the
downarrow box underDay. A pull-down menu
appears with several choices. Highlight the day you want and press
Enterorclickonitwiththe
mouse. Press
Tabto move to theTime block, and enter the time of day in 24-hour format that the
message will appear. Press
Tabto move to the message block and press the down arrow box to
display the messages. Select the message that you are scheduling by highlighting it and pressing the
Enterkeyorclickingonitwiththemouse.
4. Save the message schedule by clicking on Create Schedule. The Create Wallboard window appears
withYesandNooptions. Click onYesor press
Alt Yto save your data and close the windows or
click on No or press Alt N to return to the Schedule Add window.
5. To edit a schedule, press the
upanddownkeys or use the mouse to highlight the message and press
Enteror click your selection with the mouse. TheWallboard Schedulewindow appears. From
this window, you can either change or delete the displayed schedule. To exit this menu, press
Escor
double click the close box.
6. After editing the wallboard messages schedules, selectSave-To-Diskor press
Alt S. The system
saves the changes and closes the window automatically. If no changes are necessary, press
Escor
double click on the close box to exit.
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Figure 5-7. Adding A New Wallboard Schedule
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							Selecting The Wallboard Alarm Report
This report provides information on when certain message threshold values will cause a wallboard alarm
condition. When a wallboard alarm condition occurs, the parameter value will be displayed in red on the
wallboard. TheWallboard Alarmscreen allows you to update or delete any of the existing alarms,
or create new alarms as needed.
1. SelectWallboard Alarmfrom theManagement Infopull-down menu. TheWallboard
Alarm window appears(Figure 5-8).
2. Use the
UpandDownarrow keys to cycle through the alarms. Your choice will be highlighted.
3. To add a new alarm, click onAddand theAdd Wallboard Alarmwindow appears. Select the
parameter by pressing the down arrow box under Parameter. A pull-down menu appears with all of
the parameter choices. Highlight the parameter you want and press
Enterorclickonitwiththe
mouse. Description of the parameter highlighted is shown on the bottom of the screen. Press
Tabto
move to theFunctionfield, and press the down arrow box. A pull-down menu appears with the
function choices. Highlight the function you want and press
Enteror click on it with the mouse. Press
Tabto move to theThresholdfield and type in the threshold value. Highlight the message you
want to go with the alarm. If no message is associated with an alarm, no message will be displayed
during the alarm condition, but the alarm parameter changes to red with a warning audible sound.
4. Save the alarm data by clicking onCreate Alarm.TheCreate Alarmwindow appears with
YesandNooptions. Click onYesor press
Alt Yto save your data and close the windows or click on
Noor press Alt N to return to theAdd Wallboard Alarmwindow.
5. To edit a message, press the
UpandDownkeys to highlight the message and pressEnteror click your
selection with the mouse. TheEdit Wallboard Alarmwindow appears. From this window,
you can either change or delete the displayed message. To exit this menu, press
Escor double click
the close box. After editing the wallboard messages alarms, selectUpdateor press
Alt U.The
system saves the changes and closes the window automatically. If no changes are necessary, press
Escor double click on the close box to exit.
6. After editing the wallboard messages schedules, selectSave-To-Diskor press
Alt S. The system
saves the changes and closes the window automatically. If no changes are necessary, press
Escor
double click on the close box to exit.
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Figure 5-8. Adding A New Wallboard Alarm
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							Selecting Configuration Reports
The configuration report provides a method to produce a hard-copy (printout) of all system parameters.
Using this option, System Managers and Supervisors can review programmed parameters including
Technician’s Programming, Manager’s Programming and All Group Supervisors’ Programming. This
feature is useful in providing Supervisors and Agents a listing of all Account Codes programmed by
printing the Managers configuration.
1. SelectConfigurationfrom theManagement Infopull down menu. The
Configuration Report window appears with three report types:
·Group
·System
·Technician
2. Use the
UpandDownarrow keys to cycle through the Report Types, your option will be highlighted
on the left hand side.
NOTE: Only one type of report can be selected each time.
3.
Tabto move from theReport Typesto theGroupfield. PressEnteror use the mouse to
click on the arrow icon on the side. A drop-down menu appears from which you can select a specific
group. Again, use theUpandDownarrow keys to move between groups. PressEnteror click on
the mouse to highlight your choice.
4. To start printing Configuration Reports, use the
Tabkey to move to thePrintbutton and press
Enteror click on thePrintbutton with your mouse.
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							Selecting QuickQ MIS Reports
TheQuickQprovides comprehensive Management Information System (MIS) reports that you can either
view on the call processor computer screen or print as a hard copy. The system updates and automatically
stores all reports and can present the data in both graphical and numerical formats. This reported
information assists the System Manager in making efficient use of lines and agents.
The system collects over 63,000 different statistics and presents them in 80 different MIS reports. The
system reports are related to the following time periods:
·hourly,
·daily,
·weekly,
·monthly.
The system reports are categorized for the following four operational levels:
·TheSystem levelreports show data for all lines and agents on the system.
·TheGroup levelreports provide data for each group programmed on the system.
·TheLine levelreports provide data for each telephone line within a specific group.
·TheAgent levelreports show data for each agent in a specific group.
Viewing Typical MIS Reports
The system provides the following report formats:
·answer bins (Figure 5-9)
·abandon bins (Figure 5-10)
·incoming call (Figure 5-11)
·total time (Figure 5-12)
·average time (Figure 5-13)
·system capacity (Figure 5-14)
·account code (Figure 5-15)
·traffic analysis (Figure 5-16)
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							QQ93
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Figure 5-9. Answer Bins
Answer Bins
Show percent of answered calls within the 7 programmable time bins.
Shows supervisors the response rates of their departments.
Figure 5-10. Abandon Bins
Abandon Bins
Show percent of abandoned calls within the 7 programmable time bins.
Shows supervisors the tolerance of callers.
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