Adding an Agent to Multiple Queues

To add an agent to multiple call queues at the same time, follow these steps:

1. Navigate to Settings > Manage Users.
2. Click on Edit next to the user you want to add to a queue.
3. Scroll to the Queues section in their User Profile and click on Edit Assigned Queues.
4. Select each queue you wish to add them to by clicking on them in the Available Queues column.
5. Once they have been added to the queues, those queues will be in the Assigned Queues column. Click Save Changes.
6. If you want to manage the settings for all the queues this user is part of, click Manage sync settings for all queues. 
7. Turn on Sync All Queue Settings. This will open queue options to update. 

Toggling Queue Availability

The Allow log out toggle (seen at the bottom of the screenshot above) will enable this agent to log in or out of this queue. Availability can only be toggled for this agent in queues that have this option enabled.

When this option is enabled in at least one queue, a queues button will appear in the agent's softphone window. Clicking this button will open a menu of queues that have this option enabled. A checkmark will appear next to the queues for which the agent is currently available to accept calls. The agent can click the name of the queue to set their availability at any time.