Assign queues to an agent
AI-generated summary
Genesys Cloud's queue management system provides administrators with comprehensive tools to assign and manage agent queues through the User Management interface using three primary assignment methods: individual queue assignment during agent editing, single-agent queue assignment via the Assign Queues action, and bulk queue assignment to multiple agents simultaneously. The platform requires specific permissions including Routing > Queue > Add, Edit, Delete, Join, and View capabilities to access queue management functions.
The system streamlines queue assignment workflows through automated removal of previously assigned queues not included in new assignment lists, with warning notifications provided to administrators to ensure intentional modifications. Key features include queue copying capabilities that replicate one agent's queue configuration to other agents, with a locked mode feature preserving queue selections during copy operations. Administrators can search for queue identification, activate and deactivate queues for already-assigned agents, perform manual interaction assignments, and integrate with presence management systems.
Bulk assignment workflows allow administrators to select multiple agents via Menu > User Management > Users, access the Assign Queues option from the More Actions menu, search for and select specific queues, and save the configuration. Queue copying functionality permits administrators to duplicate an existing agent's queue assignments to one or more additional agents by selecting the source agent, engaging locked mode to preserve queue selections, and selecting target agents for the transfer. Both processes include confirmation steps and generate system messages warning that previously assigned queues not included in the new queue list will be removed.
Related administrative functions include 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. The queue management system integrates with Genesys Agent Copilot for queue-specific configurations while maintaining compliance with privacy policy requirements. Users complete assignments by clicking Save and confirming the action when prompted, supporting efficient queue management across multiple agents within contact center environments.
- 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.
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