Comdial QuickQ Automatic Call Distributor Instructions Manual

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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 after programmed alarm threshold
•  GOS % = grade of service (see Traffic Analysis for explanation)
Figure 1-18  Incoming Call Report 
						

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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 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 =  t o t a l  t i m e  a g e n t s  a r e  i n  i d l e  s t a t e – u p d a t e d  o n l y  i f  a g e n t s  h a v e  s i g n e d                                                        
out [(1 - 2 - 3 - 4) = 6] 
Figure 1-19  Total Time Report 
						

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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 idle state–updated only if agents   have signed out [(1 - 2 - 3 
- 4) = 6] 
Figure 1-20  Average Time Report 
						

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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 agents for each account code and the average duration of that call.
Figure 1-22  Account Code Report 
						

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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 abandoned call
•  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 5-24. Traffic Analysis 
Report
Figure 1-23  Traffic Analysis Report
Preferred Customer Report (available only at the group supervisor level)
The Preferred Customer Report lists the customers and their telephone numbers.
Figure 1-24  Preferred Customer Report 
						

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Notes 
						

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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 
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  m a k e  t h e  
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
1.1.1  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 called Level. Use it to perform the fol-
lowing exercise.  Place the pointer on Level and click the mouse button. The QuickQ opens the Sign-In 
window.
1.1.2  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 window (for example, the Configure window) on the 
screen to give yourself a better view of system set-up parameters. 
 Drag real-time windows to see more 
agents.
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. Practice moving the sign-in window on the screen. 
						

							Appendix A
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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 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 gen-
erally applies only to the active window. The active window may have a close box, scroll bars, and a 
resize corner. 
 If your windows are overlapping, the active window is always the one on top of all the 
others.
All windows in QuickQ have the following things in common:
•  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.
•  Close Box—This is the box in the upper left corner.  You double click on this box to quickly 
close the window.
•  ButtonsThe QuickQ windows contain many buttons that you click to complete the following 
actions:
OK − Saves all changes you made to the active window and closes the window.
Apply − Saves all changes you made but does not close the window.
Cancel − Reverts all changes up to the last Apply action and closes the window.
Help − Provides help information on the current window.
New − Creates a new item. This is equivalent to the Add command used in previous QuickQ ver-
sions.
Properties − Opens up the properties page for the highlighted item. The properties window may 
be the same as the New window with some of the items being non-selectable. This is equiva-
lent to the Edit command used in previous QuickQ versions. 
Remove − Removes the highlighted item. This is equivalent to the Delete command used in pre-
vious QuickQ versions. 
						

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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
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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