Comdial QuickQ Automatic Call Distributor Instructions Manual

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QuickQ System Manager’s Guide
1.  USING MANAGEMENT INFORMATION
1.1  Obtaining a Detailed Printout
You can obtain a detailed printout of the system configuration for the manager level or the supervisor 
level.
When you select the Management Info. menu bar option in the manager window, the system presents a 
menu that has the following options:
•  Setup
•  Real Time
•  Historical Reports
•  Current Reports
•  Report Schedule
•  Wallboard
•  Configuration Report
NOTE: All report statistics are stored in Microsoft Access format.  Also note, the choices available to 
group supervisors are the same as those available to system managers, except for the following addi
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tional item that is added at the group supervisor levelAbandoned Calling Number ID Report. 
						

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1.2  Selecting Setup
Setup is provided in the Management Info pull-down menu at both the Manager and Supervisor pro-
gramming level. Use Setup command to program real time parameters and to select traffic analysis 
display interval for both the system and the group.
1.  System Real Time display shows all activities occurring within the QuickQ system and Group 
Real Time Display shows all activities occurring within QuickQ Group. In order to monitor the 
activities, you must select a time interval in the Real Time Setup window for QuickQ to update 
traffic statistics. 
Figure 1-1  System Real Time Setup Screen
2.   QuickQ updates system Traffic Analysis in ½ or 1 hour intervals. Click Traffic Analysis and 
select one of the time interval buttons.
Figure 1-2  System Traffic Analysis Setup Screen 
						

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1.3  Selecting Real Time Reports
1.3.1  SYSTEM REAL TIME REPORTS
The System Real Time window shows all line and agent activities within the QuickQ system.
1.3.2  SYSTEM REAL TIME − LINES
This displays the number of lines assigned to a given group, the number of calls waiting in queue, the 
number of calls that have waited beyond a preset threshold (>Alarm) and the number of lines engaged 
in outgoing and incoming calls. A running timer also displays the duration of each group’s longest held 
call.
1.3.3  SYSTEM REAL TIME − AGENTS
This displays the group number, the number of logged-in agents and the number of agents engaged in 
each call activity. This screen serves as an ideal tool for the manager to monitor all groups simulta
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neously. The Agent,  Dur., Group and Sta tus button are for sorting call statistics.
1.  Select Agent will sort the agent list by the agents’ first name, their Group ID, and agent’s name.
2.  Select Dur. will sort the agent list first by duration, status, Group ID and agent’s name.
3.  Select Group will arrange agents into different groups. It will then sort agents by their first 
name, status and duration.
4.  Select Sta tus will arrange the agent list in different status. It will then sort by duration, by group 
and by agent’s name alphabetically.
Figure 1-3  System Real Time Window 
						

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1.3.4  SUPERVISOR’S REAL TIME REPORT
Supervisors can look at the Supervisor Real Time window to monitor the group’s current call activ-
ities. Group traffic and activities are shown in real time statistics that is updated by QuickQ in approx-
imately three-second intervals.
The supervisor Real Time window consists of three report screens:
1.  Group Real Time − Chart provides a graphical presentation of what is happening within the 
group. The use of colors allows supervisors to check group activity at a glance. Any calls 
exceeding the user-defined alarm thresholds are shown in red to instantly alert the supervisor to 
potential trouble.
2.  Group Real Time − Agents is a color-coded graphical presentation of each agent’s stage. As an 
agent moves from one activity to another, their name will transfer to the appropriate column. 
Agents are arranged in each column by the duration of time they have been in that state.
3.  Group Real Time − Status displays the following statistics in numerical format:
4.  Traffic Status, that shows the number of lines assigned to a given group and the state they are 
currently in.
5.  Agent Status that identifies the number of logged-in agents and the number of agents engaged 
in each call activity type.
6.  Service Status is an indication of the group’s Grade of Service, meaning the ratio of calls suc-
cessfully answered versus the total number of calls received.
1.4  Selecting the Historical Reports
Use the follow procedures to obtain Historical Reports:
1.  If you wish to view reports from a different date, specify the month and the year by clicking the 
down arrow of each box.
2.  Click on a day and then select one option from Hourly, Daily, Weekly or Monthly. These options 
are non-selectable if no reports are available for the selected day.
3.  The main report dialog box opens up if Daily, Weekly or Monthly is selected.
4.  When Hourly is selected, the Hourly Report dialog box appears, showing the hourly intervals 
with reports available. 
						

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The calendar in the Historical Report window shows the current month, with each date represented by 
a button. 
Figure 1-4  Historical Report Calendar Screen
1.4.1  SELECTING THE HOURLY REPORT
The Hourly report window shows the hourly intervals with reports available.
1.  Select one hourly interval.
2.  Click Open and the main report screen opens up.
Figure 1-5  Hourly Report 
						

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Tip—To view or to print a specific hourly report:
•  On the Title Bar of the Main Report window, click Report and a list of seven report types will 
display.
•  Select one report option.
•  Click View and choose either Graph or Numeric. QuickQ will show the selected report 
accordingly.
•  To print the selected report, click File and then select Print.
1.5  Selecting Current Reports
To select the current hourly reports, click on Current Reports from the Management Info menu and 
select Hourly.  When the Current Hourly Report window opens, click Report on the menu bar. A 
menu with the following selections opens:
To select the current daily reports, click on Current Reports from the Management Info menu and 
select Daily.  When the Current Daily Report window opens, click Report on the menu bar. A menu 
with the following selections opens:
NOTE: The system also makes a Preferred Customer Report available at the group supervisor level.
•  Answer Bin•  Incoming Call•  Average Time•  Account Code
•  Abandon Bin•  Total Time•  System Capacity•  Note
•  Answer Bin•  Incoming Call•  Average Time•  Account Code
•  Abandon Bin•  Total Time•  System Capacity•  Traffic Analysis
•  •  •  •  Note 
						

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1.6  Selecting the Report Schedule
QuickQ can generate seven types of daily, weekly or monthly reports. Select Report Schedule on the 
Management Info pull-down menu to see the Daily, Weekly, and Monthly report schedule windows.
1.6.1  DAILY REPORTS
QuickQ prints Daily reports on the days of the week and the time of day you specify.
Figure 1-6  Report Schedule Window
To set the print times for the Daily reports:
1.  Click Activate Print Schedule. A check mark in the box enables you to set the print schedule. 
2.  Click on the check boxes under Report Type to select which report you would like to see. You 
can select more than one type of report to print.
3.  Note: Preferred Customer Report is only available at the group supervisor level.
4.  To set a time for printing Daily Reports, click on Print Time and use the 24-hour clock to enter 
time in hours and minutes. The range is from 00:00 - 23:59.
5.  Select one report format from Numerical, Graphical or Numerical & Graphical.
6.  Click on the check boxes under Day of the Week to select the days you want the report to print. 
You can select multiple days. 
1.6.2  WEEKLY REPORTS
QuickQ prints Weekly reports on the day of the week and the time you specify.  
						

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To set the print times for the Weekly reports:
1.  Click Activate Print Schedule. A check mark in the box enables the print schedule set.
2.  Click on the check boxes under Report Type to select which report you would like to see. You 
can select to print more than one type of report.
3.  Note: Preferred Customer Report is only available at the group supervisor level.
4.  Select one report format from Numerical, Graphical or Numerical & Graphical.
5.  To set a time for printing We e k l y  R e p o r t s, click on Print Time and use the 24-hour clock to enter 
time in hours and minutes. The range is from 00:00 - 23:59.
6.  Select one day under Day of the Week. QuickQ will then print reports for the entire preceding 
week, from Sunday to Saturday on the day you select.
1.6.3  MONTHLY REPORTS
QuickQ prints Monthly reports at the time you specify.
To set the print times for the Monthly reports:
1.  Click Activate Print Schedule. A check mark in the box enables the print schedule set.
2.  Click on the check boxes under Report Type to select which report you would like to see. You 
can select to print more than one type of report.
3.  Note: Preferred Customer Report is only available at the group supervisor level.
4.  Select one report format from Numerical, Graphical or Numerical & Graphical.
5.  To set a time for printing Monthly Reports, click on Print Time and use the 24-hour clock to 
enter time in hours and minutes. The range is from 00:00 - 23:59. 
						

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1.7  Working with Wallboards
The first group of Wallboard windows relate to the wallboard messages. The second group concerns 
the use of wallboard alarms while the third, and last group, are for establishing wallboard schedules.
1.7.1  PROGRAMMING WALLBOARD MESSAGES
You can program a maximum of 32 different wallboard messages, which are shared between the 
system and the group level. The currently active wallboards are displayed in the Wallboard window.
Figure 1-7  Wallboard Menu 
Use this dialog to create, revise, delete, or send a wallboard message to a wallboard.
Creating a New Wallboard Message 
To create a new wallboard message on the system or group wallboards, select New from the Wallboard 
dialog. 
1.  Enter the message in up to 64 characters in the New Wallboard Message window. You can com-
bine text with parameters.
2.  If parameters are to be included in the message, enter the abbreviations in brackets. They will be 
replaced by the current value when actually displayed on wallboards. To see the list of parame
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ters you can use, click Alarm and select New. Click the down arrow of Parameter and you will 
see a list of parameters. Definitions will show on Parameter Information.
3.  A maximum of six parameters can be inserted in one message. 
						

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4.  To ensure the new message will display properly, click Test. QuickQ will try sending the new 
message to display on system wallboards.
Figure 1-8  New Wallboard Message 
Obtaining a List of Parameter Abbreviations and Descriptions
1.  Select Configure under the System menu.
2.  Click Wallboard.
3.  Highlight one wallboard entry.
4.  Click Properties.
5.  Click Parameter.
6.  Click the down arrow of any one parameter to display a list of abbreviations.
7.  When you select an abbreviation, the description will show under Parameter Information.