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 All Available Agents to a Queue

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 Open 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.