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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.

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 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).

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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.

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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.

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