Create a queue

Queues are always associated with workgroups, and each workgroup must have at least one queue. A default queue is automatically created for a workgroup when you create the workgroup. You can rename the default queue or you can create new ones.

To create a workgroup queue:

1. Click the Live Assistant tab.

2. In the Workgroup Summary screen, click the name of the workgroup to which you want to add the queue.

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

4. In the Workgroup Queues screen, click Create New Queue.

5. In the Queue Name field of the Workgroup Queue Creation screen, type a name for this new queue (required).

6. In the Description field, type a description for this queue (optional).

7. Click the Create Queue button.

The Workgroup Queues screen displays, showing the newly created queue.

8. Add agents to the queue.

9. Add agent groups to the queue (optional).