Agents handle calls, tickets and chats from the queues to which they are assigned. They can be assigned to several queues simultaneously.
You can assign users individually from the level of his/her card or, if you want more agents to handle a given queue, in groups from the level of the selected queue.
Group assignment of users to a queue
Single user assignment#
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 can assign an agent to the selected infoline, chat and ticket queues. All queues created will appear here.
By checking the checkboxes, assign the agent to the queues by assigning priority on a scale of 0-5, where 0 is the highest priority, 5 is the lowest.
Once selected, click .
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. We will show you how to do it using the example of hotline queues.
From the Administration tab, choose Inbound → Queues. Enter the queue to which you want to add agents and in the Assigned agents section click .