Add agents to a queue

You create agents by adding system users to an agent group or to a workgroup queue.

To add an agent to a workgroup queue:

1. Click the Live Assistant tab.

2. In the Workgroup Summary screen, click the name of the desired workgroup.

3. In the sidebar pane under Workgroup Settings, click Queues.

4. In the Workgroup Queues screen, click the name of the desired queue. The Manage Queue screen displays.

5. Scroll down to the Agents field and click the Browse Agents link to the right of the field.

6. In the Possible Agents to Add screen that displays, click the Add User button in the row of the user you want to add. Repeat until you have added all desired agents.

7. Click the Done button. The Possible Agents to Add screen closes.

Back in the Manage Queue screen, the names of the agents you added should now display in the Agents field.

8. If desired, add agent groups to this queue.

9. If desired, set an overflow policy for this queue.

10. Click the Save Settings button.