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How to add agents to queues or accounts

How to add agents to queues or accounts

On the New Client Experience, the Agents assignment can be performed in three ways:

From the Channel Account / Website / Queue list:

  1. Select the desired account/website or queue

  2. Click the options menu (⋮) and choose Associate Agents

  3. Select the agents from the modal list

image-20240829-122149.png

Changes are applied immediately

→ : right arrow to add the agent to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected agent from the right column

<< : left shift to remove all the selected elements

 

  1. Click Save

From the edit section of Queue or Account/Website:

  1. Click the three dots button (⋮) next to the Queue or Account 

  2. Choose “Edit” option

  3. Select the button to associate agents

    image-20251106-093133.png

  4. Choose the agents, clicking on their name on the modal list

  5. The selected agents will be moved in the right column “Selected”.

From Staff/Agent section:

  1. Search the agent from the Staff list

  2. Click the three dots button next to the agent’s name

  3. Select Edit

  4. Click the Channel button to view the list of available Queue Channels (The available channels may vary depending on your system modules)

    image-20251110-161117.png

  5. Click the icon corresponding to the desired channel (e.g., Voice, Chat, Email, SMS, Other Channels).

  6. Select the agents from the modal list (by clicking on the arrow icon to select the agent which will be visible on right column (selected agents).