Comdial Quick Q Acd Administrators Guide
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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 % = grade of service (see explanation under Figure 5-16) Incoming Calls—Agent Report Definitions 1. Total Calls–ANS = total incoming calls answered by agent 2. Total Calls–O/G = total outgoing calls placed by agents 3. Answered Calls–DIR = calls answered before announcement 4. Answered Calls–ANNC = calls answered after announcement GCA70-336 QuickQ Management Information Software Revision 3.0 QuickQ Management Information 5-15
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 signed out [(1 - 2 - 3 - 4) = 6] QuickQ Management Information GCA70-336 5-16 QuickQ Management Information Software Revision 3.0
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 = average waiting time for each abandoned call Average Time Agent Report Definitions 1. Incoming Call Time–Calls = number of agent answered incoming calls 2. Incoming Call Time–Average = average connection time for each agent answered incoming call 3. Outgoing Call Time–Calls = number of agent placed outgoing calls 4. Outgoing Call Time–Average = average time for each agent placed outgoing call 5. Wrap Up Time–Call = number of times that agents are in wrap-up state [(1+3) = 5] 6. Wrap Up Time–Average = average time agents are in wrap-up state [(5)¸(1+3) = 6] GCA70-336 QuickQ Management Information Software Revision 3.0 QuickQ Management Information 5-17
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 call. QuickQ Management Information GCA70-336 5-18 QuickQ Management Information Software Revision 3.0
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 of calls answered after alarm threshold has expired, obtained from incoming call line report)]¸(3+4) = 7 x 100% GCA70-336 QuickQ Management Information Software Revision 3.0 QuickQ Management Information 5-19
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.) Occasionally the pointer might seem to disappear. Usually it is just off the screen. To make the pointer reappear, move the mouse in a circle a few times. To move the mouse without moving the pointer, lift up the mouse. The pointer does not move while the mouse is in the air. Most of the time, you use one of the following two mouse button techniques: ·clicking, ·dragging. Clicking (Selecting an Item) To click, press the left button and immediately release it. By clicking, you can select an item, such as a menu or an icon. Note that the top left corner of the screen has a Sign-In label. Use it to perform the following exercise. Place the pointer at the Sign-In title and click the mouse button. The QuickQ opens the Sign-In window. Dragging (Moving a Window) Dragging consists of the following three steps: ·pressing and holding the left mouse button, ·moving the mouse, ·releasing the mouse button. Dragging allows you to move the position of a window (for example, theGroup Setupwindow) on the screen to give yourself a better view of system set-up parameters. Drag real-time windows to see more agents. To move the sign-in window, place the pointer on the title bar, and drag. As you drag, an outline of the window moves with the pointer (note that the pointer changes to a hand icon). Practice moving the sign-in window on the screen. GCA70-336Appendix Software Revision 3.0A–1
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 have any number of windows opened, only one window can be active at a time. The active window is the one that you are currently working in. Any command you choose or text you type generally applies only to the active window. The active window may have a close box, scroll bars, and a resize corner. If your windows are overlapping, the active window is always the one on top of all the others (the frontmost one). All windows inQuickQhave the following things in common: ·title bar, ·close box, ·selection key. Title Bar—The topmost horizontal bar of a window contains the name of the window. You can drag the title bar to move the window around. Close Box—This is the box in the upper left corner. You double click on this box to quickly close the window. Selection key—Press the Altkey with the underlined letter key on the menu to activate the function. Some of the more complex windows have these additional features: ·scroll bar, ·re-size edges. Scroll Bar—The scroll bar appears in the right side of the window. Use this bar with a mouse to scroll the contents of the window. Click the arrow at either end to scroll one line at a time (keep the mouse button pressed to scroll continuously). You can drag the scroll box at any spot on the bar to quickly move to a spot in the window relative to the position of the scroll box. Resize Edges—All four extreme edges of a window are the resize edges. You can drag any edge to make the window larger or smaller. AppendixGCA70-336 A–2Software Revision 3.0
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 Passwords, this is not one of the call processing Groups. GCA70-336Appendix Software Revision 3.0A–3
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