Defining The Quickq System - Comdial DXP Plus Manual

IMI66–109, Section One

Defining The QuickQ System

QuickQ is a fully integrated Automatic Call
Distribution System for Comdial DXP digital
communications system.
An Automatic Call Distributor (ACD) is the single
most important cost-saving communications tool
available to the manager of an incoming call center.
QuickQ is designed to handle a large volume of
incoming calls as efficiently and economically as
possible. QuickQ processes incoming calls by
distributing the call to available agents on an equitable
basis or by playing announcements to the calling party
until an agent is available. Having installed QuickQ in
a call center, the speed, efficiency, and management
control usually results in a 20 to 40 percent increase in
the productivity of the agent force, and a 10 to 20
second decrease in the average speed of call answering.
1 – 2 Introducing The QuickQ System
Introducing The QuickQ System
The four primary functions of
It provides a waiting queue to ensure that callers
1.
are answered in the order that they are received and
with the appropriate priority. Because of this, the
system handles calls in a more timely and efficient
manner.
2. The system can provide a number of pre-recorded
announcements to play to the calling customers, if
no agent is available, to entice the caller to wait in
queue.
The system distributes the workload evenly among
3.
the agents to allow an equitable assignment of
duties, which in turn facilitates greater productivity.
4. QuickQ provides comprehensive statistical
management reports to allow efficient control of
agent assignments and lines.
The advent of microprocessor technology has allowed
the cost of ACD systems to be more affordable for
small to medium call centers. Hence, ACD systems
are becoming increasingly popular with call centers
with under 40 agents.
QuickQ are as follows: