Describing Quickq Agent Features; Calls Waiting Indication; Log-In / Log-Out; Make Set Busy - Comdial DXP Plus Manual

Introducing The QuickQ System

Describing QuickQ Agent Features

Account Codes
The system can provide a table of account codes arranged so that a unique number corresponds to a
specific call type (for example, call content, product type, and so forth). For example, a software help
desk may wish to use account codes to categorize its calls as follows:
Code Call Category
100 Help with Set Up
200 Help with MS DOS
201 Help with Networked DOS
300 Help with Word Processing
301 Help with Databases
302 Help with Spreadsheets
Agents can enter the account code that corresponds to the type of call they have just dealt with. This
information is stored in the systems statistics. System Managers can use the Management Information
Report System to analyze the types of traffic and the topics of that traffic use the Management
Information Report System.

Calls Waiting Indication

The calls waiting indication details the number of calls waiting in the queue. The system displays this
information on both the Agents and Supervisors telephones. The calls waiting indication prompts Agents
to quickly complete their present activity and answer the calls waiting in the queue. It alerts Supervisors
to release available Agents who had been assigned to other tasks.

Log-in / Log-out

Agents move in or out of the system on an individual basis. Each Agent has his or her own three-digit
user ID and password. Agents log into the system at the start of their day and log out of the system at the
end of their day. When they take lunch or coffee breaks, they use the make set busy feature.

Make Set Busy

An Agent can manually make their telephone busy by pressing the
the Agent to temporarily leave the system (during lunch or breaks).

Supervisor Help and Monitoring

The Supervisor uses the help and monitoring capabilities to provide expert advice to Agents on difficult
calls. Supervisors can listen to Agent/customer conversations to ensure courteous and efficient service.
The Help function allows the Agents to request the Supervisor's help without interrupting the call in
progress.

Wrap-up Time

Immediately after he or she terminates a call, the system places that Agent's telephone into the wrap-up
mode. During this wrap-up time, the agent will not be presented any calls. Usually the Agent will take
this time to finish any paperwork associated with the call just completed. The Group Supervisor
programs the wrap-up time for each individual Agent. Experienced Agents may require less time to wrap
up a call than less experienced Agents.
An Agent can shorten a call's wrap-up time by pressing the
extend a call's wrap-up time by pressing the
1-6 Introducing The QuickQ System
BU SY
READ Y
BUSY interactive button.
interactive button. This allows
interactive button, and similarly can
GCA70-271