Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View
  • Analytics > Queue Observation > View
  • Routing > Queue > View
  • Routing > Queue > Edit
  • UI > Supervisor Queue Details > View 
  • Directory > User > View (Required to manually assign an interaction to an agent. Not required to assign an interaction to yourself.)
  • Conversation > Communication > View

  • Conversation > Call > Assign (to manually assign a call to an agent)
  • Conversation > Webchat > Assign (to manually assign a chat to an agent)
  • Conversation > Message > Assign (to manually assign a message to an agent)
  • Conversation > Callback > Assign (to manually assign a callback to an agent)
  • Conversation > Email > Assign (to manually assign an email to an agent)
  • Conversation > Call > Pull (to manually assign a call to yourself)
  • Conversation > Webchat > Pull (to manually assign a chat to yourself)
  • Conversation > Message > Pull (to manually assign a message to yourself)
  • Conversation > Callback > Pull (to manually assign a callback to yourself)
  • Conversation > Email > Pull (to manually assign an email to yourself)

There may be times when interactions are sitting in a queue because the skills that were assigned to the interaction in the call flow do not match the skills for any of the available agents in the queue or because agents are already fully utilized for the interaction’s media type. This can result in interactions waiting to be answered for an extended period of time. Using Manual Assignment, users with the appropriate permissions can manually assign these interactions to waiting agents in the queue, overriding the skill and utilization restrictions. Waiting interactions can be assigned to agents in the same queue or across queues, or agents can assign an interaction to themselves. 

Note:  In order to assign waiting interactions, configure Enable Manual Assignment in Create and configure queues. 

View waiting interactions in a queue

  1. Click Performance > Workspace > Queues Activity.
  2. From the Queues Activity Summary view, click a queue’s name to view the Queues Activity Detail view.

Manually assign a waiting interaction in a queue to an on-queue agent

  1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
  2. For a waiting interaction, select the moremenu beside the interaction.
  3. On the menu, select Assign to Other.
  4. In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.
  5. Select the agent's name. 

For an agent to assign a waiting interaction to themself

  1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
  2. For a waiting interaction, select the moremenu beside the interaction.
  3. On the menu, select Assign to Self. 
Notes:
  • Agents must be on-queue and in an Idle, Interacting, or Communicating state. Not Responding agents are not eligible.
  • Manual Assignment ignores all skills, languages, priority, time-in-queue, bullseye ring number, utilization, and Preferred Agent Routing score. 
  • An agent in an Alerting state cannot be assigned an interaction.
  • Manual Assignment enables users to override agent-level utilization and assign interactions to agents who are on-queue.
  • Agents must have the appropriate permissions to receive assigned media types.
  • Interactions that are declined or not answered by an agent (timeout threshold reached) are returned to the queue and can be assigned again, until successfully answered.