QueWeb application consists of several forms, each designed for a specific task or group of people performing similar activities. These forms are called Focuses. For example, Call Entry Focus is designed for the agents responsible for the handling of incoming contacts and for the process of creating Call records; Administration Focus is designed for Administrators of the QueWeb system.

The following Focuses are available in standard implementation of QueWeb HelpDesk:

1. Administration Focus
2. Call Entry Focus
3. Call Management Focus
4. Customer Management Focus
5. Defect Management Focus
6. Returns and Shipping Focus
7. Warranty Entry Focus

More specific information about the modules and their functionality is available in QueWeb's User Guides.

Additional Functional modules are available and custom tuned at the time of implementation:

1. Report Writer
2. Report Scheduler
3. Letter Generator
4. Batch Administrator

QueWeb has a security module, which controls the access permissions for the specific Focuses by an individual user or a group of users. Utilizing this module system Administrator is capable of setting the access permissions and default views for all QueWeb users.

QueWeb Focuses contain multiple Tabs, which allow users research information within a Focus. Information on each individual Tab is further organized by Groups, each designated by a label. Each Group represents one logical entity i.e. employee, call, task, etc. Each Group contains Fields of various types, designed to display the information. Some of types of fields are text, date, notes, drop-down, look-up fields to other entity linked to the given record, etc.

Information in QueWeb system is presented and updated though these fields using the same screens. Imagine a city street which is changing traffic direction depending on where you need to go: to the database while searching for data, or in the opposite direction while receiving the query results. While data is presented in the fields in Search Mode, user has an ability to switch to the Edit Mode and immediately update the displayed information without leaving the tab.

Most Groups within a Tab have several standard buttons: Search, Clear, New and Change/Update. Some Groups contain custom buttons invoking custom business rules, and some rules are executed automatically depending on the business process' conditions.

Depending on your requirements searches in some Groups will automatically populate relevant information in other Groups and Tabs throughout the entire Focus.

QueWeb's Application Toolbar provides standard functionality common to all Tabs: Browsing back and forward through the session screens (history), Print Tab with Preview, Broadcasting to other QueWeb users, email and Timer control. Additional Features that could be enabled on the standard toolbar: Report Editor, Letter Generator and any other custom modules designed for your organization, i.e. integration with Full-Text search engines, Knowledge Management tools, and Back-End software.

While QueWeb is an open-source system and can be easily customized to meet your specific requirements, Queplix^SM provides a complete solution out-of-the-box.

The most common customization requests are related to the implementation of unique Business processes. QueWeb is a perfect system to accommodate these types of requests, regardless of their complexity in a record time. System is built using powerful yet extremely flexible Java 2EE core, with a complete set of Application Programming Interfaces (API) built-in. These API connectors allow quick and efficient integration with any other software. The second most common request for customizations has to do with changing the appearance of the system. Most software packages have standard User Interfaces which cannot change once deployed. System developers have an ability to change the contents of the screens by introducing additional fields and data elements, however, the look and design of the screens remains the same.

QueWeb employs a revolutionary approach in the design of the User Interface: it is completely customizable without affecting the core functionality. This is possible since the presentation layer in QueWeb is clearly separated from the data layer. In other words, the data presentation is arbitrary and will not affect the data itself. Also, the display screens are generated using simple HTML code. This means that using any simple or advanced HTML editor (like Microsoft� Front Page� or Adobe� GoLive�) our consultants or customer's own IT personnel can modify any screens to their custom requirements. Some of the examples of UI customization may include adding a common frame with links to other corporate sites and applications, adding corporate logos and colors and other displaying current corporate news and announcements. The information could even be linked in real-time from other web sites, such as corporate Intranet.

Notes for existing Quintus/Avaya users: you can mix and match additional functionality from other eContact Suite application into QueWeb: specific modules from HelpQ and CustomerQ, HRQ and SalesQ can easily be incorporated into your custom system. In addition, Queplix has developed additional custom modules for Surveys, Product and Reason classification for Pharmaceutical companies, Outbound and Inbound List, Campaigns and other custom modules developed specifically for QueWeb application.