QUEUES

The Queue screen allows you to monitor and manage agents, callers, and real-time statistics. Initial queue setup must be completed by the Intulse support team. Once a queue has been set up for your phone system, all settings can be managed by a system administrator in the Account Center.

Log into the Intulse app and navigate to the Queues screen where you will find all queues created for your organization.

QUEUE ALERT SETTINGS

Click the menu icon to manage the settings related to queue alerts.

These alerts trigger when all agents are unavailable, busy, or paused, or when your maximum wait time or caller limits are reached.

• Enable Alert will cause the Queues menu icon to flash when a new caller is presented in the queue.
• Maximum Wait Time determines how long a caller should be in the queue before the icon begins flashing, alerting you that a caller is waiting.
• Number of Callers in Queue sets the number of callers that must be waiting on hold before you receive the alert.
• Enable Notifications if you want to receive pop-up notifications when callers are waiting in the queue for the maximum wait time.

AGENTS

Under the Agents tab you will find real-tine visibility into your team's status.

The Status Bar at the top of the screen provides an at-a-glance summary of active, paused, or unavailable agents.

All agents assigned to the queue are listed, along with their current status. Click the arrow beside an agent's name to expand their user details, including:

• Membership shows whether they are a static or dynamic agent.
• Penalty shows their penalty value which determines how queue calls are prioritized for this user.
• Calls Taken shows the total number of calls answered by this user.
• A timestamp for the Last Call answered by this user.

The Pause button allows agents to temporarily halt incoming queue calls to their extension. Clicking Unpause instantly restores them back into the call rotation.

Dynamic Agents will also see a Login/Logout button. System Administrators can also manage the agents in a queue, pausing or unpausing them, monitoring calls with the Listen/Whisper/Barge feature, or logging dynamic agents in and out.

Static Agents are permanently assigned to a queue and cannot log in/out of the queue. They will need to pause their extension, set it to DND, or create Custom Statuses to prevent queue calls from coming to their extension.

Administrators within the Intulse app will also see the option to Listen to agents on an active call, helping maintain quality control and allowing them to provide real-time support to team members.

System admins can create calendar events to automatically log dynamic agents in or out of a queue based on set schedules. Any automation events will be displayed at the bottom of the agents screen in the app. Dynamic agents can log in and out of a queue even if automated events exist for their extension.

For each agent in the queue, the following details will be displayed:

• The Name and Extension Number of the agent
• The Status for that extension: available, unavailable, paused, etc
• A Pause/Unpause button allowing the agent to temporarily stop this extension from receiving calls for this queue
• A Login/Logout button for dynamic agents
• Each agent's status box can be expanded for additional details
• You will also see any Automation scheduled for this queue

CALLERS

Any current calls waiting to be answered will show in the Callers portion of the screen.

For each caller, you will see the following details:

• Caller ID details
• The length of time the caller has been waiting
• A button allowing you to Transfer the call to another location

QUEUE STATISTICS

The Statistics tab provides essential real-time metrics to help monitor queue performance.

Across the top of the screen you will see the following statistics:

• Calls Completed - total number of callers that entered the queue and were connected to agents
• Calls Lost - total number of callers that entered the queue but were never connected to an agent (They may have abandoned the queue or been removed in some way other than reaching an agent.)
• Estimated Wait - the system's best guess at how long a new caller will have to wait to speak to an agent based on caller wait time since queue's stats were last reset
• Average Talk Time - average length of time that a caller speaks to an agent

Other statistics displayed on this screen:

• Calls Answered in Target Time - graphic that shows the percentage of calls answered with the target time determined by system admin
• Line Chart of calls answered by each agent, plotted hourly throughout the day
• Max Callers - maximum number of callers allowed to be waiting in this queue at one time. (Additional callers will not enter the queue and instead will be sent to the failover destination.)
• Call Strategy - method in which the queue attempts to contact the assigned agents.
  • Least Recent - rings agent who was least recently called by this queue
  • Fewest Calls - rings agent with fewest completed calls from this queue
  • Round Robin, memory - rings agents in a sequential fashion, starting with a different agent each time. This strategy will pick up where it last left off.
  • Round Robin, ordered - rings agents in a sequential fashion, starting with the first agent in the list each time
  • Linear - rings agents in the order specified, for dynamic agents in the order they logged in
  • Random - rings agents without a pre-defined priority to ensure that calls to this queue are (almost) evenly spread
  • Random, weighted - rings agents without a pre-defined priority to ensure that calls to this queue are (almost) evenly spread. Uses agents penalty as a weighting factor.
  • Ring All - rings all available agents until one answers
• Service Level - maximum amount of time a caller should have to wait before being connected to an agent
• Performance - percentage of callers connected to agents in less than this queue's configured Service Level (not lost calls)
• Weight - relative importance of this queue compared to other queues. Agents that service multiple queues will receive calls from queues with the highest weight first.

ADMIN PERMISSIONS

If you have administrative rights to a queue, you will have some additional permissions.

• Pause/Unpause any agent in this queue.
• Click the Listen button next to the agent's name to Listen in on their call from your own extension.
  • Once you select this option, you will be presented with options to Whisper or Barge instead.
• Log in/out any dynamic agent in the queue.
• Use the dropdown list to add more agents to this queue.
• Manage any Automation events for this queue in the Account Center.

More information about Queue setup in the Account Center can be found HERE.