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 All Available Agents to a Queue
To Assign an Agent to the Inbound Queue
- Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
- Select a level in the queueuser.label column.
- Press settings_submit.button.label.
To Assign an Agent to the Chat Queue
- Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
- Select a level in the chat.menu.label column.
- Press settings_submit.button.label.
To Assign an Agent to the Email Queue
- Select a project from the project list, select Agents, then select the Queues & Skills tab.
- Select a level in the Email queue column. The name of the column is the name of the Email queue.
- Press Save.
To Assign All Available Agents to a Queue
- Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
- Right-click on a queue column’s header, then select assignAll.label.
- Press settings_submit.button.label.
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