Choose queues to work

Prerequisites
  • Routing > Queue > Join permission

Agents, in addition to supervisors, can specify the queues to work. Agents can activate queues and later stop working specific queues as necessary, or as permissions allow. 

Note: Activating queues determines which queues are available when an agent goes on queue. The Routing > Queue > Join permission enables the ability to activate queues.

To access the Active and Available queues lists and to specify queues:

  1. From user settings, click Activate Queues. The Active and Available queues lists appear.
  1. To activate a queue, click Activate. To see the results, click .
  2. To deactivate a queue, click Deactivate. To see the results, click .

Note: You can enter a string in the Search for queues box to filter the queues displayed in each list.

 

These lists display the queues that the logged-in agent is a member of. The queues in the Active Queues list are the queues that you work after you select the On Queue status. When you activate and deactivate queues, your queue membership does not change.