System Modules
QueCore – Provides core operational services for the QueWeb system. QueCore does not contain any customer-specific customizations, business logic or presentation elements. As such, it contains Java classes and architecture elements to enable database connectivity, provides QueWeb’s basic structural components, and includes all required standard Java libraries and 3rd party components for the integration with other systems. QueCore utilizes Google’s© Web Toolkit (GWT) technology.
QueTask – Auxiliary QueCore process, which provides execution of all time-dependent system processes. This module allows scheduling and execution of reports, notifications, escalations and external processes (such as SQL scripts or Stored Procedures for data import/export, UNIX shell scripts or MS Windows batch jobs) that require execution upon certain time or conditions. QueTask is responsible for capturing logs from the external processes as well as passing variables to tasks from the QueWeb database.
QueScheduler – Visual Interface for the QueTask component; it allows maintaining the schedules for the QueTask tasks. By default it is available to the system administrator, permits monitoring of tasks execution, defines variables to be passed, maintains distribution lists for reports and notifications, etc. QueScheduler also runs all internal time-dependent functions in QueWeb, such as escalation triggering, email polling, reports execution, etc.
Administration Focus - provides all system administration settings, such as: - Employee Account Management
- Password
- Locale (Language, Time, Currency, etc.)
- Personal information
- Workgroup membership
- Security Settings
- Roles
- Permissions ACL (Access Control Lists)
- Assignments
- MyQueue Management
- Management of Communication Channel Settings
- Email Account Settings
- Routing Rules
- Spam Filters
- Auto-Replies
- Templates
Administration Focus provides System Administrators with tools necessary to effectively manage all settings and variables of QueWeb without the need to write a single line of code.
Email Routing – This module provides a facility to track incoming and outgoing email communications. It can be used in addition to any standard email software, i.e. Outlook or Lotus Notes. QueWeb Email module allows tracking and creating service requests, cases and interactions by monitoring incoming email for multiple accounts. The email can then be routed to the appropriate individual or a workgroup, based on the routing rules. Standard routing rules are keyword-based and can be triggered depending on the sender, product and category, type of problem, agent availability or possession of a certain skill or based on the previous history for the customer. QueWeb Email boasts additional powerful features such as support for multiple languages, HTML formatting, text templates, spell checking, attachments parsing, auto-replies, spam filters and account size control for individual users. QueWeb can be integrated with Exchange or Notes servers directly through IMAP, POP3 or SMTP protocols for a real-time synchronization of email.
Ad-Hoc Report Writer – Ad-hoc Report Writer allows users to create and distribute their own reports on the predefined schedule or in real time. The reports are created simply by selecting a combination of the GUI field labels on any of the QueWeb screens. Users can specify constrains (parameters) for the report by populating the search constraints in the same user interface which they use to search in QueWeb; thus there is no additional training required to utilize ad-hoc reporting features in QueWeb. Ad-Hoc Report Writer will automatically connect all data objects used in the report and create optimum joints in order to produce complex queries, grouping and various sorting of the data as requested by the user. Users can print, save and export reports to MS Office© programs or create an email distribution list.
My QueWeb – By default all users first see this module upon login. My QueWeb is a collection of information screens which are relevant to the current user and provide at-a-glance snapshot of the current work queue and tasks. My QueWeb consists of My Queue, which combines all incoming Emails, Alerts, Escalations and Notifications as well as Action requests and system messages. It is a place from which many standard workflow processes start. My QueWeb also contains graphical dashboards; depending on the user’s role (Manager, Support Agent, IT Help Desk, etc.) they provide a graphical picture of many vital activities that are relevant to the particular user’s role.
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