Assign queues to an agent
AI-generated summary
Genesys Cloud's queue management system provides administrators with comprehensive methods for assigning and managing agent queues through the User Management interface. The platform supports three primary assignment approaches: individual queue assignment during agent editing, single-agent queue assignment via the Assign Queues action, and bulk queue assignment to multiple agents simultaneously. Additional functionality includes queue copying capabilities that allow administrators to replicate one agent's queue configuration to other agents.
Access to queue management requires specific permissions including Routing > Queue > Add, Edit, Delete, Join, and View capabilities. The system implements a search functionality for queue identification and includes a locked mode feature that preserves queue selections during copy operations. All queue assignment changes require confirmation prompts to ensure intentional modifications.
Key operational features include the ability to activate and deactivate queues for agents already assigned to them, manual interaction assignment capabilities, and integration with presence management systems. The platform maintains agent activation status tracking and supports queue-based routing configurations. When performing bulk operations or queue copying, the system removes previously assigned queues not included in the new assignment list, with appropriate warning notifications provided to administrators.
The queue management system integrates with Genesys Agent Copilot for queue-specific configurations and maintains compliance with privacy policy requirements while supporting comprehensive contact center operations. Queue assignment processes are streamlined through automated removal of previously assigned queues not included in new queue lists, ensuring assignments remain current when additional agents are added. Users complete queue assignments by clicking Save and confirming the action when prompted. The system supports related administrative functions including queue creation and configuration, queue deletion, queue administration, agent activation and deactivation in queues, presence status assignment, manual assignment on assigned interactions, and queue configuration for Genesys Agent Copilot.
- Routing > Queue > Add, Edit, Delete, Join, and View permission
You can assign queues when you edit a person. You can also assign queues to one or more agents in one action, and copy queues from one agent to another.
Note: For information about adding agents to a queue from the Queues page, see Create queues. For more information on how to activate and deactivate queues for agents who are already members of queues, see Activate and deactivate agents in queues.
- Click Menu > User Management > Users.
- Find a user using search or by paging through the list.
- Click More and from the menu that appears, click Edit Person.
- Click the Queues tab.
- Under Assigning Queues, begin typing the first few letters of the queue name.
- Under Assigned, check the box next to the queue you want to assign.
- Repeat steps 5-6 for each additional queue to add.
- Click Save. A message appears, asking you to confirm the queue assignment.
- Click Yes.
- Click Menu > User Management > Users.
- Find a user using search or by paging through the list.
- From the More Actions menu, click Assign Queues. Note: The Manage Queues pane opens, and displays the queues currently assigned to the selected agent.
- Search for the queue to assign to the agent and select it from the list.
- Repeat step 4 for each additional queue you want to add.
- Click Save. A message appears, asking you to confirm the queue assignment.
- Click Yes.
Warning: If the selected agents have previously assigned queues not included in the list of queues you are copying, Genesys Cloud removes them.
- Click Menu > User Management > Users.
- Select the agents to whom you want to bulk-assign queues.
- From the More Actions menu, click Assign Queues. Note: The Manage Queues pane opens.
- Search for the queue to assign to the agent and select it from the list.
- Repeat step 4 for each additional queue you want to add.
- Click Save. Note: A message informs you that, if not selected, Genesys Cloud removes the previously assigned queues.
- Click Yes.
Warning: If the selected agents have previously assigned queues not included in the list of queues you are copying, Genesys Cloud removes them.
- Click Menu > User Management > Users.
- Select the agent whose set of assigned queues you want to copy to other agents.
- From the More Actions menu, click Assign Queues. Note: The Manage Queues pane opens, and displays the queues currently assigned to the selected agent.
- Click to switch to locked mode. Note: This option ensures that these queues remain selected when you select more agents.
- Select the agent or agents to whom you want to copy the queues.Note: If the selected agents have previously assigned queues not included in the list of queues you are copying, Genesys Cloud removes the previously assigned queues.
- Click Save. A message appears, asking you to confirm the action.
- Click Yes to continue.
[NEXT] Was this article helpful?
Get user feedback about articles.