Projects
ConsolQ has a simple project support function which allows the call centre to link calls together into common groups.
Examples:
A software shop may elect to link certain calls to a Document project. The document "project" is simply a collection of linked calls that is independent of call status (open, closed etc). Every time the company updates its documentation it checks the linked calls against the project and they can be unlinked as required.
Some help desks like to highlight certain calls for training purposes. Creating a project called "Training" or "Team Meeting" allows these calls to be collected for reference at a later date.
The Project button allows you to view projects, add new projects,
change project status, description and so on.
When Project name is changed this updates the Project name for all
linked calls.
You can assign more than one project to a call.
Linked calls can be removed from a project. Simply select the
project from the Projects page and click
.
Project adds and removes are audited - check from the call screen.
Link Calls (Child calls)
ConsolQ allows users to link calls.
When multiple calls are received on the same subject the link call facility is available. Subsequent calls can be liked to the original call. on the call screen of the "parent" or "first' call simply type in the number of the call to be linked and click "add child call".
You can close the "child" call at the same time by simply clicking the "close call" box before clicking "Add child call". The "child call" including all "tasks" will then be closed automatically. you can reverse this procedure simply by 'unlinking" the call. To do this simply check the red cross beside the linked call in the table.
Please note! A parent call can have many children BUT a child can only have one parent call.
Example of Project Functionality
Release Notes
A software developer will often want to compile release notes for a new version. Specific Functionality has been included in ConsolQ to facilitate this.
1. In SYSTEM/ Task Categories and Custom Forms select "Release Notes" - This is a hard coded Task Category.
2. Create a custom form for your Release Note in the desired format.
3. Perform any required work with a call that is linked to a Project (eg. Release v4.1), remember linking calls to Projects can occur at any time.
4. When a release note is required create a new task within a project linked call. Select Task Category = Release Note, Complete the Custom Form and Submit. This Release Note is then accessible to its related project and will be added to the summary of all release notes associated with calls in that project.
To access your Release Note"
1. Go to Projects and select the appropriate release (eg. Release 4.1)
2. You will see a summary page of release notes. Click on the call number to go back to each call. If you want to make changes you can add, delete or update your "Release Note" tasks as required.
3. Select View Release Notes
4. You will then be presented with the long version of the release notes with the full text of the custom forms.
5. To see the release notes as a text file go to the bottom of the page and select the link "Retrieve Release Notes in tab delimited format' .
The order of appearance will be chronological with newest first. The call number is displayed and any related comments.
Remember you can create release notes at any time. Simply aggregate the relevant calls within a project header, create your "Release Notes" Tasks and away you go!