Agent - Queue Association

Another important feature offered by the Agent section is the Queue Association (a Queue can be created and configured in the section “Queues”).

To associate an Agent to a Queue click on Queues, in his corresponding table row, and select one Queue from the list of the Available Queues.

Here you can also define the Agent Penalty to determine his priority in the queue (low value -> high priority).

If the association has been made correctly, you will see the positive feedback on the Association Results section, on the right of the screen, and the name of the Queue in the Associated Queues list.

To delete an association simply click on the name of the Queue in the Associated Queues list.