To process phone or chat interactions from Virtual Contact Center, you must be a member of both types of queues. If enabled for voicemail queues, you can process voicemail interactions regardless of whether you are also enabled for phone or chat.
Note: At this time, email queues for agents are not available with this version of Virtual Contact Center for ServiceNow. Future versions will provide this capability.
Note: Phone queues are separately defined for inbound and outbound communications.
To check your queue assignments:
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