On the administrator side, it's sort of a two-pronged approach. First, the supervisor needs access to the performance view where they'll do the activating/deactivating. Personally, I use the Agents Performance Views but it can also be done from the Queues Activity and Queues Agents views. Then they would also need one of the following permissions: Routing > Queue > Edit or Routing > QueueMember > Manage
The documentation is a little unclear on this because on the one hand it says for a supervisor to activate/deactivate agent queues "Any permissions required for the particular view" is needed. But then on the performance view pages it specifically calls out the permissions above for activating/deactivating agent queues along with the other permissions for the views. Here are links to those pages. Hope they help!
https://help.mypurecloud.com/articles/new-agents-performance-detail-view/
https://help.mypurecloud.com/articles/queues-activity-detail-view/
https://help.mypurecloud.com/articles/queues-agents-detail-view/
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Emily Kammerer
Ascendium Education Solutions, Inc.
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Original Message:
Sent: 04-09-2024 10:10
From: Qan T
Subject: How can I find the permission name for allowing activate and de-activate agent on a queue?
Ty Emily. What is the permission to allow a supervisor to activate and de-activate a agent within their queue? I'm not sure what to search for in the Permission list.
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Qan T
Vibrant Emotional Health
Original Message:
Sent: 04-09-2024 08:57
From: Emily Kammerer
Subject: How can I find the permission name for allowing activate and de-activate agent on a queue?
That's the correct permission to allow an agent to activate/deactivate their own queues.
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Emily Kammerer
Ascendium Education Solutions, Inc.
Original Message:
Sent: 04-08-2024 18:41
From: Qan T
Subject: How can I find the permission name for allowing activate and de-activate agent on a queue?
I searched the articles/products-roles-and-permissions-list and found the Routing > Queue > Join permission. Is this the correct one?
If so, I'm not understanding how Routing and Join equals to activate/deactivate a agent on a queue. I am using the Permission list incorrectly?
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Qan T
Vibrant Emotional Health
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