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

1. Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
2. Select a level in the queueuser.label column.
3. Press settings_submit.button.label.

To Assign an Agent to the Chat Queue

1. Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
2. Select a level in the chat.menu.label column.
3. Press settings_submit.button.label.

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 All Available Agents to a Queue

1. Select a project from the project list, select list.dialogheader.title, then select the queues.tab.label tab.
2. Right-click on a queue column’s header, then select assignAll.label.
3. Press settings_submit.button.label.