There are two ways to add or remove agents from queues, one from the Queue Manager (adding | removing) and the other from the Agent manager (adding | removing).
From the Queue Manager
To add an agent do the following:
- Select Queue Manager from the ACD Panel menu.
- Click on the queue you want to add agents to.
- In the Queue Setting's window click AGENTS.
- Click
or Add Agent at the bottom.
Click the top drop-down menu that appears and choose an agent from the list (representing agents who are not yet in the queue).
Designate an agent Priority from the bottom drop-down menu and click SAVE.
To remove an agent do the following:
- Navigate to the AGENT tab as explained above.
- Check the avatar icon (
) next to an agent's name (you can do this with several agents at once.) The avatar icon may appear as an image that the agent selected in his profile. - Click the Remove button.
- You can click an Agent's name to edit some details about him. If you have an agent opened for editing, you may not see the Remove button, as it may be pushed downward. Simply scroll down to see it and click it.
From the Agent Manager
To add an agent do the following:
- Select Agent Manager from the ACD Panel Menu.
- Select an agent you want to to remove or add from queues.
- The agent's settings window will appear.
Click Add To Queue on the bottom (next to
) and select a queue from the list.
Click Priority and designate an agent's priority for this queue and click SAVE.
To remove an agent do the following:
- Navigate to the agent's settings window as explained above.
- Check the queue icon (
) next to the queue's name (you can check several queues this way.)
- Click Remove.
