| ConsolQ |
v3.2 User Guide 29 July 2006 |
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Calls New Call You are presented with the New Call screen featuring the "Search for Caller" box and on the right hand side the Top 10 callers. If the caller is one of the Top 10 simply click on the Client Name, complete the fields and click Generate Call. Search for the caller by typing in all or part of their first and/or last name or their User ID. Click on Search A list of users matching your search terms (if any) will be displayed. If the user you are after is visible in the list, click on the name of that person. If the person is not in the list, click on the New Client and Call link. Enter the details of the user into the system. Not all fields need to be completed but it is advisable to complete as many fields as possible. When you have filled in all the details necessary, click on the submit button. The new client will be entered into the data base. The person taking the call can enter the call type. The 'actual call type' can be entered later when the call is closed. This is a useful feature which allows the ConsolQ system users to determine whether there is a training requirement for call staff. If you select an existing client you will have the opportunity to check the client details and update as necessary. Existing clients who have logged calls in the past will have their recent calls displayed on the right hand side of the screen. If the call is about a previous call (open or closed) you can go straight to that call and update the call, add a new task etc. (see more on tasks later) If a new call needs to be logged then click continue. Enter the details of the new call. Asset Number: Not required unless you are referring to a specific device – in which case this would have been entered in the previous screen if you have created a call with a related device (see later). Division: User configured requirements. Priority: This should denote the urgency of the request. There are a number of category examples as set out below: 1. Urgent – Same Day Response Required 2. <48 Hour Response required 3. Response required within one week 4. Response required within four weeks 5. Addressed within two months 6. Ongoing Project 7. Enhancement Request Allocated To: The call logger may allocate the call to themselves (default) or another registered user. This will depend on the business rules of the call centre.
Call Type:
Calls types are configurable by the
system administrator. Before configuring call types it is worth carefully
considering what you want to do with the call type information. The
information is used for reports. This can be completed later after the
call has been investigated. Common examples:
Call Status: If the call can be closed immediately then close the call. Leave the call open if there are issues to be resolved. To find open calls go to REPORTS - open calls is one of the preconfigured links. To search calls click here.
Private Notes: Can be used for making notes about callers that you don’t want publicly available. All call information with the exception of this field is publicly viewable by anyone with access to the ConsolQ web pages on your intranet. At this point the call is created and a task is automatically assigned to the ConsolQ user logging the call. If you want to allocate the call/ task to a specific team member Then click Generate Call You are presented with the call summary. In some cases there will not be a need to input a particular device as device specific problems are dealt with by another party such as Information support Desk. Where, however, a configuration problem is related to a device such as a PC (eg. In the case of a software client problem) or printer. If this is the case then input then device details of the PC or printer (ie Asset number and location). IP address is not mandatory but may be useful. If any details were entered click on submit, otherwise, click on You can ping / traceroute a device direct from ConsolQ. Simply click on the button next to the name of the device you wish to find. results will be displayed in a separate window. Because ConsolQ keeps track of the time spent on each phone call to demonstrate the workload for each staff member it is important to factor in phone calls that aren't specifically helpdesk calls. If you spent time on the phone about another work-related matter but it is not a matter that should be logged as a help desk call, you can notify ConsolQ that a phone call occurred without having to enter all the details. To do this click on Phone Call button on the ConsolQ Toolbar. Enter brief details about the phone call and click on "Submit" |
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