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Assigning Agents to a Phone Queue

Assigning members to an outbound queue allows them to process campaign calls and Web callback requests entering the queue. The queue routes these outbound phone calls based on the agents' skill set. Use the Phone Queue, Agents tab to add or remove agents .

As a member of an outbound queue, an agent is offered:

To assign members to an outbound phone queue:

  1. Select a queue and click Agents tab.

    A list of existing agents appear.

    Figure 53: Phone queue page, Members tab

  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.

    Figure 54: Assigning Members to a Queue

    Table 23: 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.

See Also

 


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