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First, let's ask the 'wrong question' Next, let's ask the 'right question' Moral of the story Examples First, let's ask the 'wrong question' Here are some quick tips on how to get the right answer you need, by asking the 'right question'. Imagine...

Overview - Help Us, Help You When encountering a call behavior issue, routing issue, dialing issue, and just about any other communications-related issue,  it's very important to note some key points of information. This will help the technical support team t...

Dialer Control This is the main operations screen for starting and stopping the Dialer as well as getting real-time status, stats, and phone number lists. The lists include: who has been dialed, the results of those dialed numbers, who is still waiting to be ...

Campaign Settings Field Description Campaign Campaign containing numbers that have been uploaded Start Time Start time campaign was initiated CallerID Outbound CallerID for campaign Strategy Strategy the dialer will use wh...

Overview Campaign Phone Numbers Field Type Description Campaign Name Name of campaign Number Count Number of #s in campaign Number Dialed Number of #s dialed in campaign Number Remaining Remaining #s to be dialed ...

Overview Campaign Logs ID Type Description Start Time End Time Campaign Name Campaign Description Duration  

Overview Campaign Dialer Data Options Field Type Description ID Campaign When Num Calls Answered Calls Num Abandons Num Busy Num Incompletes Num Progressives ...

Overview Campaign Percentage Field Description ID Campaign Name Num Calls Num Connected % Connected Num Answered % Answered Num Abandoned % Abandoned Num Busy %...

Top Section Field Type Description When Started Calls Active Calls Answered Abandoned External 20 Sec Calls SLA 20 Sec Longest Wait Avg Wait Avg Answer ...

Top Section Field Type Description Name When Queue Calls Calls In Calls Out Calls Total Missed Rings Logged In Avg Talk Time Avg Answer Time   Bott...

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 ...

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...

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...

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 anoth...

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...

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 ...

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 inboun...

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 ...

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 selec...