Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Agent Active Queue Overview

    Posted 11-24-2023 09:07

    Is anyone aware of a location where you can see what agents are actively in which queues? We often will activate/deactivate agents from another queue to add support, but there does not appear to be a way to either mass adjust these agents nor see who is in which queue without individually going to that agent's profile. 


    #Reporting/Analytics

    ------------------------------
    Cody Herr
    CAPITAL Services
    ------------------------------


  • 2.  RE: Agent Active Queue Overview

    Posted 11-27-2023 10:48

    Hi Cody,

    If you wanted to adjust en masse, I'd suggest doing it at the queue level since the agent should already be assigned to the queue, just inactive. This can be done by using the Queue Agent Detail view. In the bottom right-hand corner, there is a button to show inactive agents, from there you can select the checkbox next to their name and active them to the queue.

    You could also use this view to see what agent is in what queue. Depending on how many queues you have, this might be more efficient than going to each agent's individual profile.



    ------------------------------
    Caleb Smith
    Interstate Gas Supply, Inc.
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources