IntellaQueue

Agent Editor

Overview

The Agent Editor screen is for adding and managing login credentials for Agents.  An Agent is a special account on the system specifically for IntellaQueue tracking and usage.  

Each Agent requires an available license in order to be created.

Even though Agent logins are not bound to a particular device or extension, the device that they use must be set to allow agent logins for IntellaQueue, or they will be disallowed from doing so even with a proper agent license.

Adding a New Agent

1) Click the New Agent button and fill out the various fields for the Agent:

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Field
Type
Description
Required First Name Text For new Agent

Last Name Text For new Agent

Agent Num Numeric Number that the Agent will be using to login
Optional Pin Numeric Security pin for Agent login, recommended to prevent people logging in using the wrong agent number

Associated User List

The Agent's own web portal user account. This is used for reporting purposes and only if Agents are not hot-desking

  • All of the calls the extension has made/received while the Agent was not logged in will be known
View Only Manager Boolean

If Yes, then the [Agent Toolbar] has extended capabilities including:

  • Live call monitoring
  • Controlling Agent status
  • Setting [Manager Only Statuses] on Agents

Use the [License Manager] to set which Agents have Manager status.

2) Next select an Agent Num and an Agent Pin (optional).

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3) Lastly, you can associate a user account with the Agent.

4) Click the Save button. After you click save, you will see a message stating Changes Saved.

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Deleting an Agent

1) Navigate to the Agent Editor screen via the Navigation Panel.

2) Find the Agent you wish to delete, highlight it by clicking on it, and then click the red under the Delete column.

3) A confirmation pop-up will appear confirming your selection. Click OK to confirm. You will see a message stating Changes Saved.

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Agent Assignments

Overview

The Agent Assignments screen is dedicated to assigning Agents to specific Queues. There are two different modes to consider when using this screen. Queue Select Mode and Agent Select Mode, which you can access via a button at the top left hand of the Agent Assignments screen as pictured below.

In Agent Selection Mode:

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In Queue Selection Mode:

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Regardless of which mode you are in, it is important to ensure that you have the correct Agent or Queue selected before making changes. This can be accessed from the drop-down at the top right-hand of the screen to the left on the mode selection button. In the example below, we are selecting a Queue to add Agents to while in Queue Selection Mode. It works vice versa if you are in Agent Selection Mode (you are selecting an Agent to add Queues to).

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Configuring Agents while in Queue Selection Mode

1) Start by navigating to the Agent Assignments screen via the Navigation Panel.

2) Then ensure you have selected the correct mode and the proper Queue from the drop-down.

3) To add Agentsclick the green arrows under the Include column for each Agent you wish to add. As you include each Agent, they will be moved to the Included Agents panel. 

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If you need to add additional agents, you can click the Create New Agent button above the Available Agents panel. This will immediately take you to the Agent Editor screen.
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4) To remove Agents from a Queue click the green arrows under the Exclude column from the Included Agents panel for each Agent you wish to exclude.

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Configuring Agents while in Agent Selection Mode

1) Start by navigating to the Agent Assignments screen via the Navigation Panel.

2) Ensure you selected the correct mode and the proper Agent from the drop-down.

3) To add Queues to the agentclick the green arrows under the Include column for each Queue you wish to add (see the image below). As you include each Queue, they will be moved to the Included Queues panel.

 

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4) To exclude Queues from an Agent, click the green arrows under the Exclude column from the Included Queue panel for each Queue you wish to exclude.

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Agent Assignments Schedule

Overview

This screen is dedicated to assigning specific schedules to Agents, whether it be on a temporary or permanent basis.

Often this feature is used to assign Agents to specific Queues during times when other people who are normally staffed to that Queue are unavailable.

Note: An Agent must log in before the schedule change becomes active.

  • Example 1: The main sales team takes a lunch every day from 12:00-1:00 PM. An Agent (or multiple Agents) is assigned to this Queue to help with potential sales calls while the normally staffed Agents are out at lunch. This would be an example of a recurring semi-permanent schedule

  • Example 2: On a particular day there is going to be a 2-hour meeting with the Installation team between 2:00-4:00 PM, so a temporary schedule is assigned to a specified number of Agents to field these calls during this meeting. When the meeting is over, the schedule will be deleted.

Adding an Agent Assignments Schedule

1) Navigate to the Agent Assignments Schedule screen from the Navigation Panel. Click the New Agent Assignment Schedule. 

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Name
Type
Description
Required Agent Name List For preexisting Agent

Queue Name List For Preexisting Queue

Day List Day of Week

Start Time List Start Time (24 hour clock)

End List End Time (24 hour clock)
Optional Overflow List Priority

2) Next choose an Agent Name, Queue Name, Day, Start Time, and End Time for the Schedule. Overflow is optional but is useful if you have multiple Queue assignments in place. 

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3) Click the Save New Agent Assignment Schedule button. After you click save, you will see a message stating Changes Saved.

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Deleting an Agent Assignments Schedule

1) Navigate to the Agent Assignments Schedule screen from the Navigation Panel. 

2) Find the Agent Assignments Schedule you wish to delete, highlight by clicking on it, and then click the red under the Delete column.

3) A confirmation pop-up will appear confirming your selection. Click OK, you will see a message stating Changes Saved.

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Queue Leave Conditions

Overview

This screen is for setting maximum wait times that callers may wait in a Queue before going to an unavailable destination. This is optional, but it is useful if there is a need for a caller to be sent to Voicemail, a specific extension, or even another Queue, among other options. It is useful because you can specify certain periods in the day when there may be a shortage of Agents in the Queue or when they may be too busy to receive incoming calls. 

Ensure that you selected the correct Queue before making any changes. You can select a Queue via the drop-down menu in the top left-hand portion of the Queue Leave Conditions screen (see image below).

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Adding a New Queue Leave Condition

1) Navigate to the Queue Leave Conditions screen from the Navigation Panel.

2) Select the correct Queue via the drop Select Queue function at the top left-hand part of the screen.

3) Click the button labeled New Queue Leave Condition

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4) Next choose a Start Time, End Time, Caller Wait Time, and Goto destination.


Name
Type
Description
Required Start Time List Start Time (24 hour clock)

End Time List End Time (24 hour clock)

Caller Wait Time List Caller Queue Queue Wait Time (15 second increments)

Goto Field Usually numeric, goes to unavailable destination

5) Click the Save Queue Leave Condition button. After you click save you will see a message stating Changes Saved.

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Removing a Queue Leave Condition

1) Navigate to the Queue Leave Condition screen from the Navigation Panel.

2) Find the Queue Leave Condition you wish to delete, highlight it by clicking on it, and then click the red under the Delete column.

3) A confirmation pop-up will appear confirming your selection. Click OK. You will see a message stating Changes Saved.

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Queue Settings

Overview

This screen is for creating and configuring basic settings for new QueuesThere are a handful of required settings and a larger group of Additional Settings that may be required depending on what your organization is trying to achieve on a per-queue basis. 

Adding a Queue

1) Navigate to the Queue Settings screen from the Navigation Panel. Click the New Queue button.

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2) Next choose a Queue name, Description, and Strategy. 


Field
Type
Description
Required Queue Field Name of Queue

Description Field Description of Queue

Strategy List How Queue behaves when it calls available Agents (see below)
Strategy Description
Random Calls agent in a true random fashion.
Round Robin (Login) Calls Agent in a circular order based on login time.
Linear (Login) Calls are based on who has logged in first.
Ring All Calls all available agents (not currently on a call).
Fewest Minutes (Usage) Calls agent with the fewest minutes of talk time for queue calls with respect to the rest of the agent team’s login time.
Fewest Minutes Calls the first available agent with the fewest minutes of talk time for queue calls (and only queue calls).
Fewest Calls (Usage) Uses the same logic as Fewest Minutes Usage except uses total queue calls as the basis.
Fewest Calls Will call the first available agent with the fewest number of calls (only queue calls are counted).
Last Recent Will call the agent who has not gotten a queue call for the longest (does not factor in other activity).


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3) Lastly, click the Save New Queue button to save After you click save you will see a message stating Changes Saved.

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Additional CallQueue Settings

There are additional settings to consider when configuring a new Queue. These settings are located on the right side of the Queue Settings screen and are as follows.

Name

Value

Queue Timeout

Maximum time a caller can wait in this queue.

Agent Timeout

How long to ring an agent before trying the next.

Wrap Up Time

How long to pause calls to an agent after a call.

Agent Auto Logout Yes/No: Defines whether or not an agent is automatically logged out if they do not pickup
Join Empty Yes/No: Defines whether or not a caller can enter an empty queue (no agents)
Leave Empty Yes/No: Defines if a caller shall leave a queue if it becomes empty.
Goto Voicemail on Timeout Defines where caller is sent if the queue times out (if this is set above)
Goto Voicemail on Empty Defines where caller is sent if the queue has not available agents
Goto Voicemail DTMF Context Allows a caller to exit a queue and be sent to voicemail by digit entry on phone
Goto Elsewhere on Timeout Defines where the caller goes if they timeout, if not a voicemail.
Goto Elsewhere on Empty Defines where the caller goes if their are no agents available in the queue , if not a voicemail.
Goto Elsewhere on DTMF Context Defines a different destination that caller will be sent to if they digit press on their phone.
Goto Elsewhere on NightMode Sends the caller elsewhere if the queue in question is in night mode. See DayNight Schedule and Agent Assignments for additional information.

After you make changes in the Additional CallQueue Settings click the Save button at the bottom. You will see a message stating Changes Saved. 

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Removing a Queue 

1) Navigate to the Queue Settings screen from the Navigation Panel.

2) Find the Queue you wish to delete, highlight it by clicking on it, then click on the red X in the Delete column.

3) A confirmation pop-up will appear confirming your selection. Click OK. You will see a message stating Changes Saved.

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Generate Reports (IntellaQueue)

Generate Reports (IntellaQueue)

Generate Reports (IntellaQueue)

Please navigate to the appropriate category on the left-sidebar.

Generate Reports (IntellaQueue)

Agent Calls


Field

Description

Agent Name

Name of the agent

Date

The date within the date range selected

Tot Login

Total amount of time the agent has been logged in

Calls In

# of inbound calls to the agent while the agent is logged in

Queue In

# of inbound queue calls only

Agent In

# of non-queue inbound calls

Avg Talk In

Average time agent is talking for inbound calls

Tot Talk In

Total time the agent is talking for inbound calls

Calls Out

# of outbound calls from agent while the agent is logged in

Dialer Out

# of dialer calls only

Agent Out

# of outbound calls only

Field

Description

Avg Talk Out

Average time agent is talking for outbound calls

Tot Talk Out

Total time agent is talking on the phone for outbound calls

Tot Calls

# of total calls

Tot Talk

Total time the agent is talking on all calls

Avg Answer

Avg amount of time it takes an agent to pick up a ringing call

Longest Wait

Max time a caller waited before getting picked up

Wait times for both inbound and outbound queue calls

Tot Hold In

Total time agents put callers on hold for all queue calls

Tot Pause

Total time agents put callers on hold for all queue calls

Avg Pause

Avg time agents put callers on hold for all queue calls

Pauses

# of pauses

Missed Rings

# of calls that rang the agent who didn't pick up

Ex: call rings agent's phone, gives up, next agent answers

The first agent has a missed ring.

Xfer Calls

# of calls the agent received that were transferred

Generate Reports (IntellaQueue)

Agent Calls Full

Field

Description

In - Total Calls

# of all inbound calls to agent (queue and direct)

In - Agent Total

# of direct only calls (non queue calls) to agent

In - Queue Total

# of inbound queue only calls

In - Queue External

# of queue only calls from external callers

In - Queue Internal

# of queue only calls from internal extensions

Total Calls

# of total calls answered or made by the agent

In - Queue Hold Avg

Average hold time per queue only call

In - Queue Answer Avg

Average ring time per queue only call (answer speed)

Total Avg Talk

Average talk time across all calls for agent

In - Total Talk Avg

Average talk time per call for all inbound calls

In - Queue Talk Avg

Average talk time per call of queue only calls

In - Queue Wait Max

Longest time waiting until picked up queue only calls

Agent Name

Name of the agent

Date

The date within the date range selected

In - Queue Hold Total

Total hold time callers are on hold for queue only calls

Total Login

Total logged in time for the agent

Total Talk

Total talk time across all calls for agent

In - Total Talk

Total talk time across all calls for agent

In - Queue Talk Total

Total talk time of queue only calls

Field

Description

In - Agent Talk Avg

Average talk time per direct only calls to agent

In - Agent Talk Total

Total talk time of direct only calls to agent

In - Agent Ext

# of direct only calls to agent from external callers

In - Agent Int

# of direct only calls to agent from internal extensions

Out - Total Calls

# of outbound calls from agent (dialer and direct)

Out - Total Talk

Total talk time for outbound only calls

Out - Total Talk Avg

Average talk time per outbound only call

Out - Dialer Total

# of dialer only calls

Out - Dialer Talk Avg

Average talk time per dialer only calls

Out - Dialer Talk Tot

Total talk time of dialer only calls

Out - Agent Total

# of direct agent outbound only calls

Out - Agent Ext

# of direct agent outbound only calls to external numbers

Out - Agent Int

# of direct agent outbound only calls to extensions

Out - Agent Talk Avg

Average talk time per direct agent outbound only calls

Out - Agent Talk Total

Total talk time of direct agent outbound only calls

Pause Total

Total pause time for the agent across all queues (in and out)

Pause Avg

Average pause time per pause across all queues

Pause Count

# of pauses across all queues

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls the agent received that were transferred

Generate Reports (IntellaQueue)

Per-Agent Per-Queue


Field

Description

Agent Name

Name of the agent

Date

The date within the date range selected

Logged In

Total time agent has been logged in for the particular queue

Queue

Queue name the agent is logged into

Tot Calls

# of calls the agent answered for the particular queue

Avg Talk

Average talk time per call for the particular queue calls

Tot Talk

Total talk time across all calls for the particular queue calls

Answer Speed

Average ring time per particular queue call

Field

Description

Longest Wait

Max time a caller waited before getting picked up for queue

Tot Hold

Total hold time callers are on hold for the particular queue

Avg Hold

Average hold time per call for the particular queue

Tot Pause

Total pause time for the agent for the particular queue

Note that the grand total for the agent is multi-counted

Avg Pause

Average pause time for the agent for the particular queue

Pauses

# of pauses for the agent for the particular queue

Note that the grand total for the agent is multi-counted

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls agent received that were transferred to the queue


Generate Reports (IntellaQueue)

Per-Queue Per-Agent


Field

Description

Queue

Queue name all the agents are logged into

Agent Name

Name of the agent logged into the particular queue

Date

The date within the date range selected

Tot Login

Total time agent has been logged in for the particular queue

Tot Calls

# of calls the agent answered for the particular queue

Avg Talk

Average talk time per call for the particular queue calls

Tot Talk

Total talk time across all calls for the particular queue calls

Answer Speed

Average ring time per particular queue call

Field

Description

Longest Wait

Max time a caller waited before getting picked up for queue

Tot Hold

Total hold time callers are on hold for the particular queue

Avg Hold

Average hold time per call for the particular queue

Tot Pause

Total pause time for the agent for the particular queue

Avg Pause

Average pause time for the agent for the particular queue

Pauses

# of pauses for the agent for the particular queue

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls agent received that were transferred to the queue

Generate Reports (IntellaQueue)

Per-Queue Wait Cutoffs

Field

Description

Queue

Name of the queue

Date

The date within the date range selected

# 0-30 sec

# of calls for queue for duration within 0 to 30 seconds

% 0-30 sec

% of calls for queue for duration within 0 to 30 seconds

# 31-60 sec

# of calls for queue for duration within 31 to 60 seconds

% 31-60 sec

% of calls for queue for duration within 31 to 60 seconds

# 61-120 sec

# of calls for queue for duration within 61 to 120 seconds

% 61-120 sec

% of calls for queue for duration within 61 to 120 seconds

# 121+ sec

# of calls for queue for duration of more than 121 seconds

% 121+ sec

% of calls for queue for duration of more than 121 seconds

Generate Reports (IntellaQueue)

Avg Calls Per Hour Per Day

Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Average Active Calls Per Hour For The Day

Average # calls for each hour calls were received, for the day.

Generate Reports (IntellaQueue)

Calls Per Day Of Week


Field

Description

Day

The day of the week, Monday, Tuesday, etc

Queue Name

Name of the queue

Total Calls For Day Of Week

Total calls for each day of week. If the span is 4 weeks, then for all calls made for each day of the week are totaled. There may be certain days of the week that have many more calls than other days.

Generate Reports (IntellaQueue)

Call Volume Per Queue (partial)


Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Tot Calls

# of calls per queue for the interval selected

Tot Answered Calls
Avg Answer Speed
Avg Queue Wait
Tot Missed Rings
Tot Duration

Total time of all calls per queue for the interval selected

Avg Duration

Average call duration per call per queue for the interval selected

Generate Reports (IntellaQueue)

Queue Busy Hour


Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Average Active Calls

Avg calls for particular hour possibly across multiple days.

Generate Reports (IntellaQueue)

Agent Activity


Field

Description

Date

Date and time of the agent activity, either a login or a logout

Agent First Name

First name of the agent involved with the login or logout

Agent Last Name

Last name of the agent involved with the login or logout

Queue Name

Name of the queue the agent was logged in or logged out of

Login / Logout

Either login or logout noting the type of activity

Generate Reports (IntellaQueue)

Agent Logins


Field

Description

Login

Login time for the agent

Logout

Logout time for the agent

Duration

How long the agent was logged in for

Agent First Name

First name of the agent who was logged in

Agent Last Name

Last name of the agent who was logged in

Queue Name

Name of the queue the agent was logged in

Logout Reason

Why the agent was logged out of the queue

Generate Reports (IntellaQueue)

Agent Login Week (needs all info)


Field
Description
Agent Name
Monday
Tuesday
Wednesday
Thursday
Friday
Total Login

Avg Login

 
Generate Reports (IntellaQueue)

Agent Pauses (needs all info)


Field
Description
Start
Stop
Duration
Agent First Name
Agent Last Name
Queue Name
Status
Start Reason
Stop Reason  
Generate Reports (IntellaQueue)

Agent Pause Summary


Field

Description

Agent Name

Name of the agent logged

Date

The date within the date range selected

Pause Status

Various pause codes the agent has used during date range

Pause Duration

How long each pause code has been active

Avg Pause

Average pause time for the agent per individual pause

Max Pause

Longest pause time across the particular pause code

Num Pauses

# of pauses for the agent

Generate Reports (IntellaQueue)

System Summary (needs all info)


Field
Description
Date
All Calls
All Answered
All Missed
Invalid
Forwarded
Queue Voicemails
Manual
Manual Answered
Manual Missed
InQueue
InQueue Answered
InQueue Missed
Inbound
Inbound Answered
Inbound Missed
Other
Other Answered
Other Missed
Queue
Queue Answered
Field
Description
Queue Missed
Dialer
Dialer Answered
Dialer Missed
Dialer Connected
Dialer Unconnected
Talk Total
Talk Manual
Talk InQueue
Talk Inbound
Talk Other
Talk Queue
Talk Dialer
Avg Talk
Avg Talk Manual
Avg Talk InQueue
Avg Talk Inbound
Avg Talk Other
Avg Talk Queue
Avg Talk Dialer  
Generate Reports (IntellaQueue)

Executive Report (needs all info)


Field
Description
Avg Talk Dialer
Date From
Date To
Incoming Calls
Manual Calls
Dialer Calls
Dialer Calls Answered
Dialer Agent Answered
Total Calls Handled
Voicemails
Missed Calls
Tot Talk Time
Avg Talk Time  
Generate Reports (IntellaQueue)

Queue Bailout (needs all info)


Field
Description
Time
From Num
From Name
Queue
Jump
Type
Voicemail
Night Mode
DTMF
Target  
Generate Reports (IntellaQueue)

Queue Bailout Summary (needs all info)


Field
Description
VM Total
Queue  
Generate Reports (IntellaQueue)

Voicemail Per Hour (needs all info)


Field
Description
Hour
Mailbox
Num Voicemails  

Overview

Welcome to the IntellaQueue documentation space. This space is dedicated to organizations that are running a call center style phone system and have our IntellaQueue product licensed. Here you will find detailed instructions on how to add and manage Agents, Queue, and powerful Report Generation.  Similar to the Core Web Portal each space represents a screen within the IntellaSoft Web Portal, and can be accessed from the Navigation Panel. The IntellaQueue components are typically contained within a collapsible folder called Call Center in the web portal, as shown below.


For more advanced system customization see: 

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Call Center Data

We are rebuilding this page.  Stay tuned for updates!

Installation

How to Install IntellaQueue PC Toolbar

1) Download the application

2) Open your downloads folder

3) Run intellaQueue-setup.exe

4) On the IntellaQueue pop-up, hit the install button

5) On the next page check the accept checkbox and let the installation run

6) When this is done, you will have this desktop icon. Run it

7) Once you run it, you will be prompted with the Database Settings Window

8) Click Connect

9) Replace cxxxxx with your client ID, including the c

10) Replace yyy with the desired extension

11) Replace zzzz with the Agent Number set in the agent editor

12) Press login

Web Toolbar Login

1) Go to https://toolbar.intellasoft.net/

2) Enter the user’s Extension (Client ID-Extension Number), Agent Number, and Agent Pin

3) This will bring the agent toolbar up, where the user needs to hit the login button