Getting Started

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

Notes:

1. 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.
2. Screens refresh every 60 sec.

We recommend that an Administrator user account be established.  While this is not essential it allows for an administrative account to be established that is not necessarily associated with normal team workflow and problems.

Login
Navigate to ConsolQ via Favourites, URL or Desktop shortcut. Please note on the login page is a link that your customers (within your network) can access Client messages and the Knowledgebase. Just make this URL available to anyone in your network that needs it.

Enter your User Name and Password and click on Login 

Logout
Select Logout at the top of page

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 "My Password" link in "Control Panel'.

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

Home. This is actually the "my tasks" page with the following features:

ConsolQ Menu

The ConsolQ Main menu is a fixed feature on the left hand side. It features three main groups of options. General, Find, Control Panel

General

Home

The home screen menu outlines a range of functions specific to the team member's user account, including My Tasks, My Group Calls, My Calls, Tasks by My Calls and Team Messages.

My Tasks lists tasks allocated to the login user

- view client details

- go to Call

- view call summary

- indicates the task is unread

- go to task

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.

Mailbox - ConsolQ email in-tray. This menu option is only visible to those with email group access.

New Call
Take a new call at any time no matter where you are in ConsolQ.

New Client - enter new client details

Groups - Group functionality is for assigning calls, system management and email.  It will make sense as you start using ConsolQ.  Here are the following fixed system groups:

Config Item Admin - members of this group can create new / edit config items

ConsolQ Admin - Members can see all Control Panel options inlcudign System menu item

Group Manager - Members can Create and Modify Groups

Macro Manager - Members can establish a call macro

Process Email - Members can work with email

Team Message Manager - Members can create and display a team message

Where Am I Include - members of this group can see Where Am I details, just in case there are team members who do not need to know.

Team message - communicate with all team members.  Type in a message click select YES and this message will be visible to to all users in their Team Message tab on their home page.  More than one message can be active at a time.

Client message - communicate with your clients. Works like Team message.

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

Where Am I

This features allows team members to check the location of other team members. To change your status either or . This screen is visible to all team members.

Call macro - choose a preconfigured call macro for commonly used call types. See more

Set Lines per page
Customize the number of rows viewed per page. Default = 10  (options are 5,10,15,20,30,50)

  Find

The find menu consolidates ConsolQ search functions for reports, calls, knowledgebase, clients and team members.

Help
ConsolQ user guide

Reports
A range of reports are provided.  A new feature in V 4.0 is that for some reports types (Detailed Call and Task reports) on a user by use basis Search criteria can be saved for use next time and results of queries can be saved as MS Excel files.

Some canned reports are provided. From the reports page simply click on a hyperlink for a pre-configured report.

Monthly calls by "close" type or "open" type can be obtained simply by selecting the appropriate year/month combination from the drop down boxes and clicking SUBMIT.

Periodic statistics allow for a broad range of reports by staff member or site.  Select the appropriate date range and then check the box for Grand Summary or Summary by Call Type or Summary by Call Priority then SUBMIT.

Your DBA can access the data base with any reporting tools for more extensive reporting capability.

Knowledgebase
See Service notes in Call section

Documents
Find a document - by file name, description or person who uploaded.

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

Find client
Find client information

Team members
Find team member information

Call and Task
Type in a Call or Task ID to immediately go to that item.

Another Home Page
Check out another Team Member's home page

Control panel

The Control Panel comprises administrative functions:

System

My Password - reset your password

Macro Management

Team Management

Configuration items.