5.5.3 Distribute agents to queues
Additional agents can be assigned to queues with a high workload, see To assign agents to a queue.
Experienced agents or agents with a low workload can be entrusted with additional queues, To assign one or more queues to an agent.
To assign agents to a queue
1 In the queue list, select a queue to which you would like to assign additional agents.
2 Select the Agents tab.
*The overview of the agents in the queue appears.
3 Click on Assign new.
*The list of agents assigned to this queue appears.
4 Optional: If you want to replace agents, click on in the line of an assigned agent to remove this agent from the queue,
or go to the step (7).
5 Confirm the removal of the assignment.
6 Click on Close.
7 Click on Assign new.
*The Assign agents dialog appears.
8 Hold the mouse cursor over the Select from the list field.
*The search field and the list of agents appear.
9 Search for a desired agent.
10 Activate the radio button in the line of the desired agent.
11 Click on Save.
*The confirmation dialog appears.
*The new agent is assigned to the queue.
12 Click on Close.
13 If necessary, repeat the steps (7) to (12) to assign further agents to this queue.
To assign one or more queues to an agent
1 If necessary, deselect all queues.
2 Select the Agents tab.
*The overview of all agents appears.
3 Click on the name of the agent to whom you want to assign one or more queues.
*The Assigned Queues dialog appears.
4 Optional: If you want to replace agents, click on in the line of an assigned agent to remove this agent from the queue,
or go to the step (7).
5 Confirm the removal of the assignment.
6 Click on Close.
7 Click on Assign new.
*The Assign Queues dialog appears.
8 Hold the mouse cursor over the Select from the list field.
*The search field and the list of agents appear.
9 Search for a desired queue.
10 Activate the radio button in the line of the appropriate queues.
11 Click on Save.
*The confirmation dialog appears.
12 Click on Close.
13 If necessary, repeat the steps (7) to (12) to assign further queues to this agent.