Comdial QuickQ Automatic Call Distributor Instructions Manual

October, 02 Comdial 73
QuickQ System Manager’s Guide
Incoming Call Report
Incoming Calls — Line Report Definitions
•  Total I/C =  total incoming calls
•  Incoming Calls–ANS = answered incoming calls
•  Incoming Calls–ABD = abandoned calls dropped by caller or connected for less than nine 
seconds
•  Incoming Calls–NIGHT= any calls at night mode (ans, abn, msg)
•  Answered Calls–DIR = calls answered before announcement
•  Answered Calls–ANNC = calls answered after announcement
•  Ans>T = calls answered...

Using Management Information
74 Comdial October, 02
Incoming Calls — Agent Report Definitions
•  Total Calls–ANS = total incoming calls answered by agent
•  Total Calls–O/G = total outgoing calls placed by agents
•  Answered Calls–DIR = calls answered before announcement
•  Answered Calls–ANNC = calls answered after announcement
•  HELP REQ = total help calls placed by agents on  incoming
Total Time Report–Total Time Agent Report Definitions
•  Sign In Time = total agent sign in time–updated only if...

October, 02 Comdial 75
QuickQ System Manager’s Guide
Average Time Report–Total Time Agent Report Definitions
•  Sign In Time= total agent sign in time–updated only if agent has signed out
•   Incoming Time= total time agents are engaged in incoming calls
•  Outgoing Time= total time agents are engaged in outgoing calls
•  Wrap Up Time= total time agents are in wrap-up state
•   Busy Time= total time agent set busy (agent press busy & auto busy due to redirect)
•   Idle Time = total time agents are in...

Using Management Information
76 Comdial October, 02
System Capacity Report
The 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 1-21  System Capacity Report
Account Code Report
The Account Code Report lists the account codes with their descriptions. It also shows the number of 
calls logged by the...

October, 02 Comdial 77
QuickQ System Manager’s Guide
Traffic Analysis Report–Traffic Analysis Line Report Definitions
•  Total Calls–I/C  = total incoming calls
•  Total Calls–O/G  = total outgoing calls
•  Incoming Calls–ANS  = answered incoming calls
•  Incoming Calls–ABD  = abandoned calls–calls dropped by the caller or connected for less than 
nine seconds
•  Average Time–Waiting  = average waiting time for each answered incoming call
•  Average Time–Abandoned  = average waiting time for each...

Using Management Information
78 Comdial October, 02
Notes 

October, 02 Comdial 79
QuickQ System Manager’s Guide
1.  APPENDIX A
1.1  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...

Appendix A
80 Comdial October, 02
1.2  Understanding QuickQ Window Graphics
If you are familiar with a windowing environment, you can skip this discussion.
QuickQ is easy to use.  Most of what you see and do in the QuickQ console happens in a window.  A 
window is a screen area that the QuickQ system uses to exchange information with you. There are 
many QuickQ windows. 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...

October, 02 Comdial 81
QuickQ System Manager’s Guide
1.  APPENDIX B
1.1  System Layout / Worksheet
System Setup (Copy pages as required for customer records)
Company Name
ID# and Password
GroupGrp. NameSupv. NamePassword
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
Note:  Group 00 re-
fers to the System 
Manager’s ID and 
Passwords.  This is 
not one of the call 
processing groups. 

Appendix B
82 Comdial October, 02
Intergroup Overflow
Announcements
NOTE: Space is provided on the Group Layout / Worksheet for the scripting of messages.
GroupLevel 1Level 2Level 3Level 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
DescriptionGroupLine Sub-Group
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16