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Selecting Phone Queue Members

Assigning members to a queue allows them to process inbound interactions entering the queue. The queue routes inbound phone calls based on the members' skill set. Use the Phone Queue, Members tab to add or remove agents.

To assign members to a phone queue:

  1. Select a queue and click Members tab.

    A list of existing agents appear.

  2. Click Assign All to assign all the agents to the queue
    OR
    select the desired agents individually.

  3. Choose the skill level of the agent from High, Medium, or Low.

    Skill Based Routing assigns an interaction to an agent with a higher skill level before offering it to agents with lower skill level.

  4. Select Enable All or enable the desired agents individually to activate routing of interactions from this queue to the selected agents.

    Table 18: Summary of Phone Queue page, Members tab options

    Phone queue, Members option Description

    Agent list

    For the selected queue, in the list of agents:

    • Select the Assign All to assign all agents to the queue
    • Select an individual agent to add that agent to the queue

    Skill Level

    Choose High, Medium, or Low.

    Virtual Contact Center Skill Based Routing assigns an agent with a higher skill level to an interaction before an agent with a lower skill level.

    Enable All

    To activate routing of interactions from this queue to an agent assigned to the queue, select Enabled.

  5. Click Save.

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