When you assign members to an inbound phone queue, you allow them to process the phone interactions that enter the queue. The queue uses skill-based routing to route the inbound phone calls based on the members' skill set. An agent with a higher skill level receives an interaction before an agent with a lower skill level.
Go to Queues/Skills > Inbound Phone > Members to add, modify, or remove agents.
To assign members to an inbound phone queue:
|Members Tab Option||Description|
|Assign All||Assigns all existing agents to this queue.|
|Enable All||To activate routing of interactions from this queue to all agents assigned to the queue.|
|Agents||For the selected queue, in the list of agents:|
|Skill Level||Indicates the skill level of the agent for that queue. The skill level determines the routing of interactions within a queue. Virtual Contact Center attempts to direct interactions to an agent with a higher skill level before directing them to an agent with a lower skill level. Skill levels are now indicated by ten numerical values ranging from 10 to 100 with an increment of 10, with 10 being the lowest value and 100 being the highest. Assign the agent's skill level from the drop-down menu of options.|
|Agents Assigned||Assigns the selected agents to this queue.|
|Agents Enabled||Activates routing of interactions from this queue to selected agents assigned to the queue. You can assign but temporarily disable an agent.|
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