Queue Management - Setting Access and Assignment

Queue Management - Setting Access and Assignment

Webio has updated the way that Queues can be configured, giving you, as a user greater control over who can access queues and which roles conversations will be assigned to.

Quick Trick: Go into Queues, add in any organisations that you want to have visibility of queues.  Select any roles you want conversations to be automatically assigned to.  
1) Click into queues.  Select the queue you wish to update by clicking on the queue name.

2) Any Organisations that have access to the queue are displayed in the Sub Organisations section.  The Organisation that the user was logged into when the queue was created will also have access to the queue.

3) If you want all users of organisations that have access to the queue to be assigned conversations leave the Assign Agent Teams blank.  If you only want specific roles to be assigned conversations then select these from the Assign Agent Teams. 

4) Select how you want conversations to be assigned.  This can be Self-selection, Round-Robin or Least busy. 

5) Select what to do on Logout.  You can either redistribute the conversations, so that they are moved to unassigned and become visible to all agents to be self-selected or Do Nothing which will leave the conversations assigned to users even when they are logged out.

6) Scroll down and click Update Queue.

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