Activate and deactivate agents in queues

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Genesys Cloud allows managers to control agent queue activation status for members of their teams. Managers can activate or deactivate agents in queues where they are already members, determining when agents receive interactions from specific queues. Agents have the ability to self-manage their queue activation status. Queue management can be performed through multiple interfaces including Agents Performance views, Queues Activity Detail view, and Queues Agents Detail view. The system requires agents to be existing queue members before activation is possible, with queue membership managed through separate assignment and editing functions. This functionality helps optimize workforce distribution and interaction routing within the platform.

PrerequisitesClick to expand

Managers can activate and deactivate queues for agents who are already members of those queues. While On Queue, agents receive interactions for the activated queues to which they belong. Agents can also activate and deactivate their queues.

Note: To activate a queue for an agent, the agent must be a member of that queue. For more information about making an agent a member of a queue, see Assign queues to an agent or Edit queue membership in Manage queues.

Managers can activate and deactivate queues for agents from the following views. For information about how to activate agents from that view, see each view’s article.

Any detail view in the Agents Performance views
Queues Activity Detail view
Queues Agents Detail view

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Activate and deactivate agents in queues