After creating a queue, you should assign agents to it to handle incoming calls. An agent can be assigned to several queues at the same time.
You can assign agents individually when creating or editing a user, and in groups from within a queue.
Group assignment of users to a queue
Assigning a single user#
From the Administration tab, select Users → Users.
A list of users will appear on the screen - select a user by clicking on it.
In the Assignments section at the bottom of the page, click .
A window will appear on the screen where you will be able to assign a user to the selected hotline queues. By checking the checkboxes, assign the agent by giving him/her a priority on a scale from 0-5, where 0 - the highest priority, 5 - the lowest.
Group assignment of users to a queue#
If you want the queue to be handled by more agents it will be faster to assign them in groups when creating or editing the queue.
From the Administration tab, select Inbound → Queues. Enter the queue you want to assign agents to and in the Assigned agents section, click .
Select agents by assigning them the appropriate priorities.
When agents are selected, their priority defaults to 0.