UNDER CONSTRUCTION v4.0  User Guide 23 September 2007

Getting started | Calls-tasks | Call macro &  Custom Forms | Email | Miscellaneous | Projects | Admin | Install

the thinking behind it

It starts with a call.  This might arrive by email directly into ConsolQ, phone call, front desk etc.  It might be a customer enquiry, complaint or idea. Or a team member may simply want to create work for another team member.

Information is recorded about the call and details of the client. If the issue can be dealt with immediately at the point of contact the call can be closed and no further action is required.

If work needs to be done, however, the call can be assigned to a team or team member for action.  In additional task/s may be created and distributed to different teams or team members for action as appropriate.  Teams and team members view their allocated tasks and resolve issues - recording service notes as they go.

Everything can be tracked and audited with different priorities attached to calls and task.

Calls can also be linked to other calls of a related nature and closed simultaneously.

Calls can also be aggregated within a project to manage larger bodies of work.

The really cool feature of ConsolQ v4.0 is that you can now establish Call Macros.  Call Macros allow you to reduce work for your front desk staff when managing common calls or problem types. You can pre-configure any number of tasks and service notes including text.  Tasks can comprise preconfigured forms.

The relationships look like this.

Projects and linked calls are relationships only and can be changed at any time.