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To view the call queues that a Care Guide is assigned to, navigate to the Care Guide Dashboard, then select Care Guides.
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In the Queues column, the queues that each Care Guide is assigned to (for example, Chat Queue FR or Voice Queue EN) are listed.
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Complete one of the following actions:
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To edit a queue assignment for a particular Care Guide, in the Full Name column, select the Care Guide’s name, then select the Omnichannel tab.
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To remove assigned queues, select the queues to be removed, then select the 3-dots menu and select Remove.
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To assign a new queue, select Add Existing Queue, search for the desired queue (for example, GS Voice Queue FR), and select Add.
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To configure the settings of queues that a specific Care Guide is assigned to (for example, the number of simultaneous inbound Chats the Care Guide can participate in), navigate to Capacity. Select the queue that you want to configure. On the Edit capacity profile screen, in the Details tab, edit the Capacity profile name, work item limit, reset frequency, or assignment blocking fields.
Note: The Users tab lists all users assigned to that capacity profile, their names, personas, other assigned capacity profiles and capacity units. From this tab you can select users you want to edit queue assignments and configurations for.
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