Choose queues to work
- 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.
To access the Active and Available queues lists and to specify queues:
- From user settings, click Activate Queues. The Active and Available queues lists appear.
- To activate a queue, click Activate. To see the results, click .
- To deactivate a queue, click Deactivate. To see the results, click .
These lists display the queues that the logged-in agent is a member of. The queues in the Active Queues list are the queues the agent works after the agent selects the On Queue status. Activating and deactivating queues does not affect queue membership.