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 .