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". 

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. 

1. In SYSTEM/ Task Categories and Custom Forms create a task category "Release notes"

If calls attached to a project have tasks with the category of 'release notes' the task information will be displayed in a tab within the Edit project page.

This provides a single collation of this information which can be distributed as release notes.

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.