Change queue assignments
Use this view to change agents' queue assignments to make sure that the queues with many queuing conversations have enough serving agents.
-
Choose the Queues tab.
-
To narrow down the list of agents or queues, use filters.
-
Click the capsule icon and depending on the current queue status and queue type, you have the following options available:
-
assign an agent to a queue
-
remove an agent from a queue
-
prevent an agent from changing the queue assignment
-
for calls: assign an agent to a queue as an external agent
-
The following table explains the capsule icons.
| Icon | Description |
|---|---|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|
 |
Agent:
|