UNDER CONSTRUCTION v4.0  User Guide 23 September 2007

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

Client Access

Clients who share your intranet/ internet access to ConsolQ have access to a range of self help services.  They can access the client area simply by clicking on the link to the right hand side of the ConsolQ login screen. We recommend that you make a link to this page available to your clients - either by email or posting a link to this page on your intranet site.  At this link clients have access to:

Deleting

Any user can delete a service note.   Only the administrator can delete a task or a call.

To delete a service note check the box in the bottom right hand side and click SUBMIT. When deleting a service note the contents of the service note are written to the audit trail. No record of tasks or calls is recorded.

To delete a task check the box at the bottom of the task screen (only visible to administrator level) and click SUBMIT.

To delete a call go to SYSTEM, type in Call number and follow the prompts.

Event Notifications

Every time something is happening to the system, it is a sound idea to notify users.  As part of the ConsolQ package there is an event notification module that allows that to occur.

To access event notification, click on the button .

Ideally when a user experiences a problem, they should first refer to the events page to see if there is an event that might be potentially causing their problem.  This should hopefully reduce the number of people phoning the helpdesk during times such as when the system goes down.

The first two links simply list the events that are current.

To add a new event, click on the "New Event" link.

Enter the details of the event and the date and time the event was published.  The "Show Event" option is whether or not you want the event visible or not.  Since events are for notifying customers, you should only hide events when they are no longer relevant or have been superseded by a new event.

 Click on "Submit" to publish the event.

 To view all the most recent events, click on the "All events" link - either on this page or on the events main page. You can edit an event by clicking on the hyper-linked text.  This will also let you change an event from hidden to visible.

Broadcast Messages

Broadcast messages are internal messages that appear on the screens of staff members using the ConsolQ system.  This is a useful tool of notifying staff of important information or reminders about things that are going down.

 
Click on the "Broadcast" link to go to broadcast messages page.

Type the message in the message box.  The "Selected" field refers to whether the broadcast message is currently being displayed.

Select "Yes" when you would like to display the message.  As for the events page, you can edit broadcast messages by clicking on the hyper-linked text pertaining to the message in question.

Solutions (Knowledgebase)

Often the question that is asked by one person will be the same question that is asked by another person.  As such it is possible to make a particular task a "Solution" that is searchable in a knowledge base.  Users can search this knowledge base for answers to frequently asked questions without having to bother the help desk.

 If you have a task that you believe would be potentially a question that is likely to be asked again by another person you can make it into a "Solution".   

To do this, click on the "Make this note a solution" option and click on "Update".

This will add the data from this task to the knowledge base using the "Subject of Call" field as the 'question' and "Primary Service Note" field as the 'answer' or 'solution'.

Once you have clicked on the update button, the solution will be in the knowledge base.

It is possible to edit solutions to change them once they are in the knowledge base.  It is also possible to delete these if they are incorrect or irrelevant.

To do this you must first locate the solution within the knowledge base.  Click on the "Solutions" button in the ConsolQ toolbar.

This will bring up the search form for the knowledge base.

You can search for any term that is the problem or the solution.

The knowledgebase matches will appear to the right of the search from.  Click on the hyperlinked text to jump to the problem.

You can also jump to the call from which the solution was generated by clicking on the hyperlinked call number.

Search 

Calls/Tasks/Service Notes
To search for calls, tasks or service notes, click the Search Call button (yellow Folder icon) from the top picture menu.  Complete the relevant fields and a list with matching criteria will be displayed.

Clients can search too
ConsolQ users who do not have a login license can access a range of information about calls and limited reports from the the ConsolQ start page.

Reports

A broad range of reports are available from the Reports menu item.  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.

Ping - Traceroute

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.