Comdial Quick Q Automatic Call Distributor User Guide
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Automatic Call Distributor System Manager’s Guide R QuickQ DXP
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Table Of Contents Introducing The QuickQ System..................................... 1–1 Understanding This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1 Becoming Familiar With Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . 1–1 UnderstandingQuickQ.......................................... 1–2 Organizing The Call Center Staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Describing The System...
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Programming QuickQ........................................... 3–1 Understanding System Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1 Preparing System Layout / Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Programming The System Level Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Performing Initial Sign In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Setting Up The...
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Management Info.............................................. 5–1 Selecting The Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1 Viewing The System Manager Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1 Selecting The Real Time Set Up Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Viewing The Supervisor’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Selecting Historical Reports...
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List Of Illustrations Figure 3-1 QuickQ Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure 3-2 Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure 3-3 ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Figure 3-4 Supervisor Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Figure 3-5 Group 00 System Selection . . . . . . . ....
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Introducing The QuickQ System Using This Guide This manual will assist you in using yourQuickQautomatic call distributor. It provides a complete description of theQuickQfeatures, a detailed outline of the system configuration, and general operating instructions. Certain typographical conventions appear throughout this guide to simplify the instructions. These are explained below: ·Text that appears on the screen is shown as, for example,Enter your password. · Text that you have to type is shown in two...
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UnderstandingQuickQ QuickQis an Automatic Call Distribution (ACD) system designed to handle incoming calls as efficiently and economically as possible. It answers calls by distributing the workload equally among the Agent staff. Typically,QuickQspeed, efficiency and management control usually results in a 20–40 percent increase in the productivity of the Agent force and a 10 to 20 second decrease in the average call answer time. The four primary functions of theQuickQare as follows: ·provide a waiting...
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Organizing The Call Center Staff An ACD center requires specialized personnel. If the department is large enough, an effective ACD staff will consist of the following personnel: ·System Manager, ·Group Supervisors, ·Telephone Agents. The System Manageris directly responsible for the day-to-day operation and maintenance of the ACD center. In smaller systems, the System Manager’s task may be combined with the Group Supervisor’s responsibilities. The System Manager can monitor the overall performance of the...
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Describing QuickQ System Features Answer Bin An Answer bin is the length of time between when a call arrives in the queue and when it is answered by an Agent. There are six answer bins in the system. The system answer bin default time is zero. By setting the time frames in the answer bins, the Manager can look at one factor in the total customer service picture. An example of a typical answer bin record is shown below. Answer Bin Number of Time Definition Calls Bin 01 0 00:20 The number of calls answered...