Understanding Quickq - Comdial DXP Plus Manual

Introducing The QuickQ System

Understanding QuickQ

QuickQ is an Automatic Call Distribution (ACD) system designed to handle incoming calls as efficiently
and economically as possible. It answers calls by distributing the workload equally among the Agent
staff. Typically, QuickQ speed, efficiency and management control usually results in a 20–40 percent
increase in the productivity of the Agent force and a 10 to 20 second decrease in the average call answer
time. The four primary functions of the QuickQ are as follows:
•
provide a waiting queue to increase the effective arrival rate of the incoming calls, and to allow more
productive time for the Agent,
•
play prerecorded announcements when no Agents are available thus encouraging the caller to wait in a
queue,
•
automatically distribute the workload among the Agents to allow an equal distribution of duties,
effecting greater productivity,
•
provide comprehensive statistical management reports that allow rational and efficient allocation of the
call center's resources.
Any corporation or company that answers incoming telephone calls with a staff of Agents or trained
people is a potential candidate for the considerable cost savings and service benefits of the QuickQ.
In an automatic call distribution (ACD) application, a calling customer needs to reach a service person in
a particular area but does not need to reach a specific individual. For example, the customer may be
calling a company to place an order, check a reservation, or talk to a support or help desk. In all cases, it
is important that the call be answered as quickly as possible by any service person in that area.
It is statistically proven that a single large group of agents is more productive than an equal number of
agents in several smaller groups provided that the calls are homogeneous.
Calling traffic is considered homogeneous when anyone within a group of trained representatives can
effectively handle the call; however, this uniformity does not imply that ACD systems can handle only
one type of call. Many successful operations exist where different types of calls reach specially trained
operators in a busy call center. However, it is more efficient to separate different types of calls into
groups. QuickQ has the ability to configure the ACD operation into 16 groups, each of which can have
four sub-groups.
1-2 Introducing The QuickQ System
GCA70-271