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. 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. 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.  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 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