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 System Manager’s real time report shows information in the System Agent Status window and the
System Line Status window. Refer to Figure 5-1. System Manager Real Time Report. The system
continually updates these windows in approximately 3 second intervals so that they reflect current line
activities and statistics of both the Agents and the lines.
Figure 5-1. System Manager’s Real Time Report
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							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 incoming calls, outgoing calls, and busy status. When an Agent exceeds the threshold time, the
system highlights his or her name with the color red on the real time report screen.
1. Pull down theManagement Info. menu and select theReal Time Set-upoption. The Real
Time Parameter Set up window appears (Refer to Figure 5-2). To move from field to field, use the
Tab
key or pressEnter. After editing the parameters, selectSave-To-Diskor pressAlt S. The system
saves the changes and closes the window automatically. If no changes are necessary, pressEscor
double click on the close box to exit.The System Line Status window
shows the following items:
·group number,
·number of available lines,
·number of calls waiting on the lines for the group,
·number of calls which are over the alarm threshold,
·number of outgoing calls,
·number of incoming calls,
·oldest call in the system,
·mode of operation.
Figure 5-2. Real Time Parameter Setup
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							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 activity (explanation on page 5-4).
·agent status,
Traffic Status Definitions
1. Number Of Lines = line available for calls
2. Incoming = active incoming calls (includes calls answered and waiting)
3. Outgoing = active outgoing calls
4. Call Waiting = calls waiting to be answered
5. No. Beyond Alarm = calls waiting beyond alarm threshold time
6. Oldest Call = time oldest call has waited to be answered
Service Status Definitions
1. Time Elapsed = elapsed time since the window restarted (window details status in
15 minute blocks)
2. Grade Of Service = see the chart on page 5-13
3. Total Calls = total calls serviced in current window time
4. Abandoned Calls = calls dropped by caller or connected for less than nine seconds
5. Operating Mode = day mode , night mode or special mode of operation
Agent Status Definitions
1. Sign In = agents signed in
2. Incoming = agents on incoming call
3. Outgoing = agents on outgoing call
4. Available = agents idle
5. Busy = make busy agents
6. Logout = agents out of service
Figure 5-3. Supervisor’s Real Time Report
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							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 alarm
threshold. The Agents indicates the percentage of active agents in the possible activity states. The activity
for the agents can be gray for agents in Busy state, green for agents on incoming call and yellow for
outgoing call.
Agent Activity— The Real Time Agent Activity window shows the current state of each agent signed in
to the group. The agent’s name programmed in the QuickQ is displayed in one of the four possible states.
The agent can be in blue for idle state, gray for Busy state, yellow for Outgoing state or green for
Incoming state. The list of names under each possible state is shown based on the longest time in the
activity state. The agent’s name box may changed to red under the possible states, if the time in that state
has exceeded the acceptable time set for that state.
Selecting Historical Reports
Use this procedure to obtain historical reports.
1. SelectManagement Info. on the menu bar and click on theHistoricaloption. The
calendar appears, showing the current month, with each day represented by a button. At the bottom of
the calendar window are boxes in which you can specify a new month (0 to 12) and a new year. This
allows you to call up any stored data by specifying that period.
2. Select the appropriate year and month and press
Enter. As you specify new months and new years, the
calendar changes to show the month you have selected.
Note: Use the
Tabkey to move fromMonthtoYearand to the calendar.
3. Select a single day within that month either by using yourUpandDownarrow key to move between
days, and pressing
Enter, or clicking on it.  Alternatively, you can choose a complete week by using
one of theWEEK 01,WEEK 02toWEEK 06buttons on the left side of the calendar, or you can
choose the report on the whole month by clicking on theMonthlybutton at the bottom of the
calendar or press
Alt M. If you select a single day, a File Selections window appears. Line 00,
indicated by a date, allows you to choose reports for the entire day. H00 means hour 0 and H01 means
hour1 and so forth. To select numbers 01 and onwards will provide you with a report for a single hour
out of that day.
4. After you choose your report period, the system shows the Main Report screen. To continue, refer to
The Main Report Screens.
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							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 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(Current Daily Report)
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 eitherNumericalorGraphic
format. 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 as 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 at 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 the
Textarea with the mouse then type your notes.
To exit from the Note window, highlight and select the
Abandonbutton (does not save your changes),
or the
Save-To-Diskoption (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,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 start printing, use the mouse to click on theStartbutton or press
Alt S.
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 Info.pull 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
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 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 5-4)
·abandon bins (Figure 5-5)
·incoming call (Figure 5-6)
·total time (Figure 5-7)
·average time (Figure 5-8)
·system capacity (Figure 5-9)
·account code (Figure 5-10)
·traffic analysis (Figure 5-11)
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							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.
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							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 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 thresholdFigure 5-6. Incoming Call Report
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							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] Figure 5-7. Total Time Report
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