Agent Assignments

Overview

The Agent Assignments screen is dedicated for 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.

Agent Selection Mode:

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 ad Queues to).

Configuring Agents while in Queue Selection Mode

Start by navigating to the Agent Assignments screen via the Navigation Panel. Then ensure you have selected the correct mode as well as the proper Queue from the drop-down. To include Agents, click the green arrows under the Include column for each Agent you wish to add, from the Available Agents panel. As you include each Agent, they will be moved to the Included Agents panel. 

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

To exclude 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

Start by navigating to the Agent Assignments screen via the Navigation Panel. Then ensure you have selected the correct mode as well as the proper Agent from the drop-down. To include Queues, click the green l arrows under the Include column for each Queue you wish to add, from the Available Queues panel. As you include each Queue, they will be moved to the Included Queues panel.

If you need to add additional Agents click the Create New Queue button atop of the Available Queues panel. This will immediately take you to Queue Settings screen. 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.