Call Queuing; Describing Quickq System Features; Answer Bin; Abandoned Bin - Comdial DXP Plus Manual

Introducing The QuickQ System

Describing QuickQ System Features

Answer Bin

An Answer bin is the length of time between when a call arrives in the queue and when it is answered by
an Agent. There are six answer bins in the system. The system answer bin default time is zero. By setting
the time frames in the answer bins, the Manager can look at one factor in the total customer service
picture. An example of a typical answer bin record is shown below.
Answer Bin Number of
Calls
Bin 01 0
Bin 02 5
Bin 03 2

Abandoned Bin

Abandoned bin is the time between when a call arrives in the queue and when the caller hangs up without
being connected to an Agent. There are six abandoned bins in the system. The system abandoned bin time
defaults are zero. By setting time frames in the abandoned bins, the Manager can determine how tolerant
customers are of the waiting time to which they are being subjected. An example of a typical abandoned
bin is shown below.
Abandoned Number of
Bin Calls
Bin 01 0
Bin 02 11
Bin 03 15

Call Queuing

The QuickQ manages incoming calls in a logical sequence. The number of incoming calls arriving at a
call center at any one time is random. The calls are queued on a first in first out principle. Call queuing
ensures that calls are handled in a timely and efficient manner. Priority can be assigned to preferred lines
such as Inwats (800 lines).

Even Distribution

The QuickQ effectively shares the incoming call workload evenly among agents. This ensure the
optimum productivity of all agents by distributing calls to the longest idle agent.
1-4 Introducing The QuickQ System
Time Definition
00:20 The number of calls answered between 0 and 20 seconds, (0)
00:40 The number of calls answered between 20 and 40 seconds, (5)
01:00 The number of calls answered between 40 seconds and 1 minute, (2)
Time Definition
00:10 The number of calls abandoned between 0 and 10 seconds, (0)
00:30 The number of calls abandoned between 10 and 30 seconds, (11)
00:50 The number of calls abandoned between 30 and 50 seconds, (15)
GCA70-271