IntellaQueue
- Agent Editor
- Agent Assignments
- Agent Assignments Schedule
- Queue Leave Conditions
- Queue Settings
- Generate Reports (IntellaQueue)
- Generate Reports (IntellaQueue)
- Agent Calls
- Agent Calls Full
- Per-Agent Per-Queue
- Per-Queue Per-Agent
- Per-Queue Wait Cutoffs
- Avg Calls Per Hour Per Day
- Calls Per Day Of Week
- Call Volume Per Queue (partial)
- Queue Busy Hour
- Agent Activity
- Agent Logins
- Agent Login Week (needs all info)
- Agent Pauses (needs all info)
- Agent Pause Summary
- System Summary (needs all info)
- Executive Report (needs all info)
- Queue Bailout (needs all info)
- Queue Bailout Summary (needs all info)
- Voicemail Per Hour (needs all info)
- Overview
- Call Center Data
- Installation
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:
- Keep in mind Agent Num and (optional) Agent Pin are number-only fields
- The Associated User field will list all of the users available
- Multiple Agents can be associated with the same user if that Agent has multiple phones
- As part of the [development road map: new Agent Device handling] will take care of Agents that have multiple phones to no longer need multiple Agent logins.
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
|
|
View Only | Manager | Boolean |
If Yes, then the [Agent Toolbar] has extended capabilities including:
Use the [License Manager] to set which Agents have Manager status. |
2) Next select an Agent Num and an Agent Pin (optional).
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.
Deleting an Agent
2) Find the Agent you wish to delete, highlight it by clicking on it, and then click the red X 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.
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:
In Queue Selection Mode:
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).
Configuring Agents while in Queue Selection Mode
2) Then ensure you have selected the correct mode and the proper Queue from the drop-down.
3) To add Agents, click 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.
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.
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.
Configuring Agents while in Agent Selection Mode
2) Ensure you selected the correct mode and the proper Agent from the drop-down.
3) To add Queues to the agent, click 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.
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.
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
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.
3) Click the Save New Agent Assignment Schedule button. After you click save, you will see a message stating Changes Saved.
Deleting an Agent Assignments Schedule
2) Find the Agent Assignments Schedule you wish to delete, highlight by clicking on it, and then click the red X under the Delete column.
3) A confirmation pop-up will appear confirming your selection. Click OK, you will see a message stating Changes Saved.
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).
Adding a New Queue Leave Condition
2) Select the correct Queue via the drop Select Queue function at the top left-hand part of the screen.
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.
Removing a Queue Leave Condition
2) Find the Queue Leave Condition you wish to delete, highlight it by clicking on it, and then click the red X under the Delete column.
3) A confirmation pop-up will appear confirming your selection. Click OK. You will see a message stating Changes Saved.
Queue Settings
Overview
This screen is for creating and configuring basic settings for new Queues. There 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
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). |
3) Lastly, click the Save New Queue button to save. After you click save you will see a message stating Changes Saved.
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.
Removing a Queue
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.
Generate Reports (IntellaQueue)
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 |
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 |
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 |
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 |
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 |
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. |
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. |
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 |
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. |
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 |
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 |
Agent Login Week (needs all info)
Field |
Description |
Agent Name | |
Monday | |
Tuesday | |
Wednesday | |
Thursday | |
Friday | |
Total Login | |
Avg Login |
Agent Pauses (needs all info)
Field |
Description |
Start | |
Stop | |
Duration | |
Agent First Name | |
Agent Last Name | |
Queue Name | |
Status | |
Start Reason | |
Stop Reason |
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 |
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 |
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 |
Queue Bailout (needs all info)
Field |
Description |
Time | |
From Num | |
From Name | |
Queue | |
Jump | |
Type | |
Voicemail | |
Night Mode | |
DTMF | |
Target |
Queue Bailout Summary (needs all info)
Field |
Description |
VM Total | |
Queue |
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:
- Agent Editor for adding and removing Agents, as well as setting Agent login information
- Agent Assignments for add/removing Agents to Queues, and vice versa (associating agents with Queues)
- Agent Assignments Schedule for configuring Queue parameters for Agents
- Queue Leave Conditions for configuring parameters for Agents to be removed Queues (such as when no callers are waiting/incoming)
- Queue Settings for adding new Queues and configuring basic settings for said Queues
- Generate Reports powerful report generation gathered from Agent and Queue calls.
- Call Center Data contains data about calls made to and from Queues in a hierarchical format.
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