Method 1: Add via Queue Settings
Log into the Admin Portal
Use the sidebar to access Call Routing and navigate to:
Dialer → Call Routing → Queues
Locate and Edit the Target Queue
Find the queue you want to update
Click Edit in the action column
Add the Agent
Go to the Can Receive from Queue section
Use the search bar to find the agent by name
Click the agent’s name to add them to the queue
Save Changes
Scroll to the bottom of the page
Click Save to apply the update
✅ The agent is now assigned to the selected queue and will begin receiving routed calls immediately.
Method 2: Add via Agent Profile
Log into the Admin Portal
Use the sidebar to access Agent Settings (bottom-left of the screen) and navigate to:
Dialer → Agent Settings
Select the Agent
Click on the agent’s name to open their profile
Assign Queues
Scroll down to the Assigned Queues section
Click the search bar to select one or more queues
You can assign the agent to all queues or specific ones only
Save Changes
After assigning queues, click Save to update the agent’s profile
📌 Tip:
Use Method 1 when managing a specific queue and Method 2 when updating queue access for a specific agent.