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 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).

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

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 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

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 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

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 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.

Adding an Agent Assignments Schedule

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

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 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

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. 

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

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 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
  • Additional CallQueue Settings
• Removing a Queue

Adding a Queue

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

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 

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.

Generate Reports (IntellaQueue)

Generate Reports (IntellaQueue)

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

Agent Calls

Agent Calls Full

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

Per-Queue Per-Agent

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
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: 

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