Can an agent assign himself to a queue?

By default, only the administrator or system managers can assign agents to selected queues and prioritize them accordingly.

You can assign agents to queues in two ways:

  • by assigning a single user,


  • group assigning users to a queue.


Alternatively, if you want to give the ability to your Agents to manage such assignments on their own, you should add them a permission from the Other section:


Once such permissions are granted, the Agent will be able to change queue settings by clicking on his profile in the panel and selecting the appropriate option:


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