Comdial Quick Q Automatic Call Distributor User Guide

Management Information
The System Manager can obtain a detailed printout of the system configuration for the manager level, the
technician level, the supervisor level, or for each individual group.
When someone selects theManagement Info.menu bar option, the system presents a menu that has
several options. The menu offers the following options:
·Real Time-Setup(For Supervisor)
·Real Time
·Historical
·Current
·Configuration
Selecting The Real Time Report
Viewing The System Manager Real Time Report
The...

The System Agent Status window
shows the following items:
·group number,
·Numbers of Agents in that group
currently available,
·number of Agents on incoming calls,
·number of busy Agents,
·number of Agents on outgoing calls,
·number of Agents who are logged out from
that group,
·number of abandoned calls,
·grade of service being offered to callers.
Selecting The Real Time Set Up Parameters
The system also makes a real time setup option available. With it, Group Supervisors can set a threshold
time for...

Viewing The Supervisor’s Real Time Report
The system updates the Supervisor’s real time report (refer to Figure 5-3) in approximtely 3-second
intervals so that the report continually monitors the group’s current call activities and statistics. In
addition to continually updating the service status window, the system restarts that service window’s
status totals every 15 minutes. The report windows show the following items
·traffic status,·traffic activity (explanation on page 5-4),
·service status,·agent...

Traffic Activity— The Real Time Traffic Activity window shows the activity percentage for the Lines,
Waiting call and the Agent. The Line indicates the percentage of activity on the lines assigned to group.
The activity for the lines can be green for incoming call or yellow for outgoing call. The Waiting
indicates what percentage of the incoming calls are actually waiting for an agent. The activity for the
waiting call can be red for the calls past the alarm threshold (>T) or black for the calls below...

Selecting Current Reports
Selecting theCurrentoption from theManagement Info.menu causes the Current Report
window 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.
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...

Print—To print your report, select thePrintmenu bar option. The system drops a menu down that
offers you the choice of printing theNumericalreport,Graphicreport orBoth.
Choose one of the three options and the Print Report window appears offering a list of seven report types.
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 theupanddownarrow
keys to move between fields. To...

Selecting QuickQ MIS Reports
The QuickQprovides 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 graphic 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...

Figure 5-4. Answer Bins
Figure 5-5. Abandon Bins
Abandon Bins
Show percent of abandoned calls within the 7 programmable time bins.
Shows supervisors the tolerance of callers. Answer Bins
Show percent of answered calls within the 7 programmable time bins.
Shows supervisors the response rates of their departments.
QuickQ Management Information GCA70-271
5-8 QuickQ Management Information 

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 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
for less than nine seconds
4. Incoming...

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 –up dated only if agents has
signed out [(1 - 2 - 3 - 4) = 6]...