Meet the Admin Panel — your centralized command center for configuring, managing, and controlling every aspect of your Intellicon contact center. From agents and queues to routing, gateways, and system settings — everything is a few clicks away.

Why the Admin Panel matters

• Full operational control — manage agents, queues, campaigns, routing, and gateways from a single, unified interface
• Role-based access — assign granular permissions through user groups so team leads, supervisors, and admins see only what they need
• Real-time visibility — monitor agent status, active calls, waiting queues, and dialer instances from the live dashboard
• Omnichannel configuration — set up and manage voice, email, WhatsApp, Facebook, Instagram, and web chat channels in one place

Getting started

To access the Admin Panel, launch your browser and navigate to your Intellicon server URL. Sign in using your admin credentials — if this is your first time, use the default credentials provided by your system administrator.

Before you begin

You need admin-level credentials to access the Admin Panel. If you do not have access, contact your system administrator or super admin to create your account and assign the appropriate permission group.

Admin modules at a glance

Module	What it does
Dashboard	Real-time view of agents, queues, waiting calls, active calls, and ring dialer instances. Widgets display calls waiting, talk time, hold time, service level, agent summary, and call summary.
Agents	Create, edit, and delete agents. Assign agents to queues with weighted call distribution.
Queues	Configure queue behavior — call distribution strategy, music on hold, announcements, opt-out settings, SLA thresholds, PCI compliance, and call recording. Attach forms and queue scripts.
Campaigns / IVR	Build call routing profiles using IntelliFlow's drag-and-drop designer. Define variables, attach outbound routes, SMS/email templates, databases, and timestamps.
Call Routing	Manage inbound routes (external and internal) and outbound routes with caller ID, prefix, prepend, gateway assignment, and call recording settings.
Gateways	Add, edit, or troubleshoot SIP trunks — configure transport, host, codecs, NAT, DTMF mode, encryption, registration strings, and connection status.
Sound Studio	Upload audio files (WAV format), manage Music on Hold classes, and access call recordings.
Form Builder	Design custom call forms using a drag-and-drop interface. Available elements include text fields, select boxes, checkboxes, date fields, file uploads, headers, and paragraphs.
Settings	Configure core system parameters (license, business info), power management, break types, feedback modules, work codes, and shift schedules.
User Management	Create admin users and sub-admins. Define permission groups that control module visibility and action-level access across the platform.
Reports	Access agent login, call detail, queue forms, campaigns, work codes, call recordings, and queue group-by reports with filters and export options.

How the Admin Panel is organized

The Admin Panel uses a left sidebar navigation to organize all modules. Each section opens into its own management view with action buttons for creating, editing, deleting, and assigning resources.

Common actions across modules:

1. Add New — Click the Add New button (top-right corner of any module) to create a new record
2. Edit — Click the Edit action on any row to modify an existing record
3. Delete — Click Delete to remove a record (confirmation prompt will appear)
4. Assign — Use assignment actions to link agents to queues, forms to campaigns, or permissions to users

Recommended setup order

Start with Settings → Core to configure your license and business information. Then set up User Management to create admin users and permission groups. Next, create your Agents and Queues, and finally configure Campaigns / IVR and Call Routing to complete your operational setup.

Permission model

Intellicon uses a group-based permission system. Every admin user is assigned to a group, and each group defines which modules are visible and what actions are permitted within those modules.

Groups are a collection of module-level permissions. An administrator can create as many groups as required, select which modules are visible to users in that group, and additionally configure the specific permissions available on each module.

Queue permissions control which channel queues an admin user can view in dashboards and reports. Agent permissions control which agents appear in reports and monitoring views.

Permission impact on dashboards and reports

If an admin user cannot see certain agents or channel stats, it is typically a permission issue. Verify the user's group assignment under User Management → Users → Action → Permission and ensure the correct queues and agents are toggled on. Channel-level stats on the dashboard display only the channels permitted to that admin user — if no channel is selected, the dashboard shows combined stats of all permitted channels.

Dashboard overview

Once logged in, the Dashboard provides a complete real-time overview of your contact center:

• Widgets — calls waiting in queue, queue talk time, queue hold time, and service level
• Agent summary — agents ready, on call, in wrapup, not ready, and on break
• Call summary — active calls, completed calls, and abandoned calls (with unhandled abandoned call details)
• Queues tab — waiting calls, hold time, total calls, answered, abandoned, weight, and service level per queue
• Online Agents tab — agent name, SIP status, login status, last call time, calls taken, abandoned count, outbound calls, queue count, and admin actions (breaks, queue management, logout)
• Waiting Calls tab — calls currently holding in queue with their position
• Active Calls tab — currently connected calls with options to hang up or barge in
• Ring Dialer tab — dialer instances with type, state, total calls, answered, failed, and abandoned counts

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