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
• To Assign an Agent to the Chat Queue
• To Assign an Agent to the Email Queue
• To Assign Multiple Agents to a Queue
• To Re-use Skills as Template
• To Export Values

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 Inbound call queue 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 queue column.
3. Press Save.

To Assign an Agent to the Email Queue

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

To Assign Multiple Agents to a Queue

1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
2. Select the agents you would like to modify the skills for.
3. Select the desired level for the agents by selecting their current assignment (by clicking on any of the rows) in the selected queue.
4. Press Save.

To Re-use Skills as Template

1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
2. Select an agent whose skills you would like to treat as a template and use for other agents.
3. In Actions select Save as new template.
4. Enter a name for the template and press Save.
5. To apply a template, select 1 or more agents, select Actions, and then select your template in Apply template.
6. Press Save.

Note: You can rename or delete templates by selecting Edit template in Actions

To Export Values

1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
2. Select the agents you would like to export data for.
3. Use right-click on any of the selected rows.
4. Select Export Rows To or Copy Rows to Clipboard.