Comdial Quick Q Automatic Call Distributor User Guide

							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] Figure 5-8. Average Time Report
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							Figure 5-9. System Capacity Report
Figure 5-10. Account Code 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 agent was available and the total time in hours, minutes and
seconds.
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 code.
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							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% Figure 5-11. Traffic Analysis
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							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 other 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 Group Setup window on the screen to give yourself a
better view of system set-up parameters (for example, the window and the line group window). By
having both windows appear at the same time, you can identify the timing parameters that is relative to
the line groups.
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.
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							Understanding QuickQ Window Graphics
If you are familiar with a window 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 with which you enter your password or the one that shows line group
data. You can move, re-size, 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 re-size corner. If your
windows are overlapping, the active window is always the one on top of all the others (the foremost 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 alphabet on the menu activates 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.
Re-size Edges—All four extreme edges of a window are the re-size edges. You can drag any edge to
make the window larger or smaller.
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							Appendix B
System Layout / Worksheet
System Setup
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.
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							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 Bins Abandon Bins
TimeTime
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
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							Appendix C
Group Layout / Worksheet
Note - Make additional copies of the Group Layout / Worksheet for each of your system groups.
Group Setup
Thresholds
Overflow Time
Redirect Time
Alarm Time
Alarm (# of Calls)
Priority Override Time
Mode
Call Screening (Yes / No)
Automatic Force Call (Yes / No)
Manual (Yes / No)
Day to Night (Yes / No)
Time for Day to Night Mode (24 hr)
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							Agent Group Setup
Grp 01
Group Name
Agent Name ID# Password Priority Wrap-up
Grp 02
Group Name
Agent Name ID# Password Priority Wrap-up
Grp 03
Group Name
Agent Name ID# Password Priority Wrap-up
Grp 04
Group Name
Agent Name ID# Password Priority Wrap-up
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