Agent Assignments

Overview 

 The  Agent Assignments  screen is dedicated to assigning Agents   to specific Queues. There are two different modes to consider when using this screen.  Queue Select Mode  and  Agent Select Mode , which you can access via a button at the top left hand of the  Agent Assignments  screen as pictured below. 

 In Agent Selection Mode: 

 

 In Queue Selection Mode: 

 

 Regardless of which mode you are in, it is important to ensure that you have the correct Agent or Queue selected before making changes. This can be accessed from the drop-down at the top right-hand of the screen to the left on the mode selection button. In the example below, we are selecting a Queue   to add Agents   to while in  Queue Selection Mode.  It works vice versa if you are in  Agent Selection Mode  (you are selecting an Agent   to add Queues   to). 

 

 Configuring Agents while in Queue Selection Mode 

 1) Start by navigating to the  Agent Assignments  screen via the  Navigation Panel. 

 2) Then ensure you have selected the correct mode and the proper Queue   from the drop-down. 

 3) To add Agents ,  click the green arrows under the  Include  column for each Agent   you wish to add. As you include each Agent, they will be moved to the Included Agents  panel.  

 

 

 If you need to add additional agents, you can click the  Create New Agent  button above the Available Agents  panel. This will immediately take you to the Agent Editor   screen. 

 4) To remove Agents   from a Queue   click the green arrows under the  Exclude  column from the  Included Agents  panel for each Agent   you wish to exclude. 

 

 Configuring Agents while in Agent Selection Mode 

 1) Start by navigating to the  Agent Assignments  screen via the  Navigation Panel. 

 2) Ensure you selected the correct mode and the proper Agent   from the drop-down. 

 3) To add Queues to the agent ,  click the green arrows under the Include  column for each Queue   you wish to add (see the image below). As you include each Queue, they will be moved to the Included Queues  panel. 

   

 

 

 4) To exclude Queues   from an Agent, click the green arrows under the  Exclude  column from the  Included Queue  panel for each Queue   you wish to exclude.