Getting Started

ConsolQ must be customised + users set up before you start.

Note: ConsolQ licensing is on a named user basis. Each team member can login in multiple times.  A team member in the field can log in at a customer workstation to close a call while still logged in back at the call centre.

Login
Go to the ConsolQ Help Desk Page

Enter your User Name and Password and click on Login 

Logout
Select Logout from the ConsolQ Toolbar

Changing Your Password
Before you go any further, if this is your first time using ConsolQ, you should change your password.  Because the system keeps track of changes made and links this to the user who is currently logged in you should keep your password secret and log out when you are not using the system.

To change your password, click on the "Password" link in the ConsolQ toolbar.

Enter your old password and then enter and confirm your new password.

Default main screen. This is actually the "my tasks" page with the following features:

ConsolQ Toolbar (common tools - every page has this)

Top right section

email box

The top buttons are (in order L to R):

email box - notification window for emails. You only see incoming email, however, if  user privilege level is 5 or above.

? = Link to our on-line help manual

New call
Handy button to take a new call at any time no matter where you are at in ConsolQ

Phone list
Quickly find a user name, phone number, fax number or email address.  Part name works for the search tool!

Search for a call
Allows call centre staff to quickly find a call or task based on a range of search criteria.

Staff Where-abouts (Smiley face and also the Staff link on menu bar)
Allows call centre members (not clients) to see whether a team member is in our out, description and time of last update. Of course it only works if your staff use it.  Pretty handy to know when staff are not around.

The main tool bar looks like this:

Projects
ConsolQ has a simple project support function which allows the call centre to link calls together into common groups.  Click for more

Immediately below the tool bar is a scrolling list of the last 20 priority calls.

Special alerts appear in red (common to all members of the team)

There are also two search functions for tasks or calls. Just type in a associated word eg. clients name and click GO.

Tasks allocated to to each user appear as the main feature.

A number of filters have been included to make it easier to find tasks. This is especially useful for very busy staff and call centres. Click on the column header eg. Caller, Progress, Priority to search on that column.  You can change the sort direction by clicking the "sort ascending" or "sort descending" at bottom.

You can also sort on "Category".

To view calls for other team members simply use the drop down menu View tasks allocated to and Submit.

User can choose the number of tasks displayed using the Records per page button. Default = 10  (options are 5,10,15,20,30,50)

Screens refresh every 60 sec.