# 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:
- 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.
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).
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/oI8image.png)
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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/plUimage.png)
## 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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/IPpimage.png)
# 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:**
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/aHtimage.png)
**In Queue Selection Mode:**
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/BEuimage.png)
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).
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/hFGimage.png)
## 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 Queuefrom the drop-down. 3) To add Agents, click the green arrows under the **Include** column for each Agentyou wish to add. As you include each Agent, they will be moved to the **Included Agents** panel.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/9KMimage.png)
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/aKGimage.png)
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](https://public.intellasoft.net/books/intellaqueue-nQF/page/agent-editor)** screen.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/Jikimage.png)
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.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/xw3image.png)
## 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.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/VTXimage.png)
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/ayDimage.png)
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.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/LgNimage.png)
# 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.**
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/lglimage.png)
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.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/OKDimage.png)
3\) Click the **Save New Agent Assignment Schedule** button. After you click save, you will see a message stating **Changes Saved**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/k9uimage.png)
## 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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/3Hrimage.png)
# 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).
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/ZSuimage.png)
## 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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/Tacimage.png)
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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/E44image.png)
## 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.**
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/MgNimage.png)
# 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](#bkmrk-adding-a-queue)
- [Additional CallQueue Settings](#bkmrk-additional-callqueue)
- [Removing a Queue](#bkmrk-deleting-a-queue%C2%A0)
## Adding a Queue
1\) Navigate to the **Queue Settings screen from the **Navigation Panel.** Click the **New Queue** button.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/N0Eimage.png)
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).
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/sRRimage.png)
3\) Lastly, click the **Save New Queue** button to save**.** After you click save you will see a message stating **Changes Saved**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/sqRimage.png)****
### 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](https://public.intellasoft.net/books/web-portal-dL9/page/daynight-schedule)** and **[Agent Assignments](https://public.intellasoft.net/books/intellaqueue-nQF/page/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.**
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/yGmimage.png)
## 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**.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/YSMimage.png)
# Generate Reports (IntellaQueue)
# Generate Reports (IntellaQueue)
Please navigate to the appropriate category on the left-sidebar.
# 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**](https://public.intellasoft.net/books/web-portal-dL9/page/getting-started)[ ](https://doc.intellasoft.net/display/intellacore/Core+Web+Portal+Documentation)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](https://public.intellasoft.net/books/intellaqueue-nQF/page/agent-editor)** for adding and removing **Agents,** as well as setting **Agent** login information
- **[Agent Assignments](https://public.intellasoft.net/books/intellaqueue-nQF/page/agent-assignments)** for add/removing **Agents** to **Queues,** and vice versa (associating agents with **Queues)**
- **[Agent Assignments Schedule](https://public.intellasoft.net/books/intellaqueue-nQF/page/agent-assignments-schedule)** for configuring **Queue** parameters for **Agents**
- **[Queue Leave Conditions](https://public.intellasoft.net/books/intellaqueue-nQF/page/queue-leave-conditions)** for configuring parameters for **Agents** to be removed Queues (such as when no callers are waiting/incoming)
- **[Queue Settings](https://public.intellasoft.net/books/intellaqueue-nQF/page/queue-settings)** for adding new **Queues** and configuring basic settings for said **Queues**
- **[Generate Reports](https://public.intellasoft.net/books/intellaqueue-nQF/chapter/generate-reports-intellaqueue)** powerful report generation gathered from **Agent** and **Queue** calls.
- [**Call Center Data**](https://public.intellasoft.net/books/intellaqueue-nQF/page/call-center-data) contains data about calls made to and from **Queues** in a hierarchical format.
[](https://public.intellasoft.net/uploads/images/gallery/2024-07/WwQimage.png)
# Call Center Data
We are rebuilding this page. Stay tuned for updates!
# Installation
## How to Install IntellaQueue PC Toolbar
1\) Download the [application](https://ssl.intellasoft.net/software/intellaToolbar/intellaQueue-setup.exe).
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/](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