Assigning Agents to a Queue

You can assign agents to queues, and also customize the way in which the system distributes calls to agents, including which agent should be prioritized.

Table of Contents

To Assign an Agent to the Inbound Queue

  1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
  2. Select a level in the queue agent column.
  3. Press Save.

To Assign an Agent to the Chat Queue

  1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
  2. Select a level in the Chat column.
  3. Press Save.

To Assign All Available Agents to a Queue

  1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
  2. Right-click on a queue column’s header, then select Assign all.
  3. Press Save.

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