Add agent groups to a queue

Agent groups give you a way to add multiple agents at a time to a workgroup queue instead of adding each agent individually. This is especially useful if you need to add the same group of agents to multiple queues.

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 Agent Groups field and click the Browse Agent Groups link to the right of the field.

  6. In the Possible Agent Groups to Add screen that displays, click the Add Group button in the row of the group you want to add. Repeat until you have added all desired agent groups.

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

Back in the Manage Queue screen, the names of the agent groups you added should now display in the Agent Groups field.

  1. Click the Save Settings button.