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: