⚠️ Heads up: The Can Receive From Queue section now supports routing by all agency or by agent tags, in addition to selecting individual agents. Existing queues keep their current agent selections and continue to work exactly as before.
What Queue Routing Targets Do
A queue’s Can Receive From Queue setting decides which agents are eligible to receive calls routed through that queue. Instead of adding agents one at a time, you can now define the target audience in the way that fits your team:
All agency — every agent in the agency can receive from the queue.
Tags — only agents who match the selected tags can receive.
Specific agents — manually selected agents (the original behavior).
Combination — tags and specific agents together, so you can route to a tagged group plus a few hand-picked agents.
⚠️ Note: Routing targets only affect which agents are eligible for the queue. Agents still need to be available and within their call caps to receive a call.
Routing Options
All Agency
Routes to every agent in the agency.
Best for shared or overflow queues where any available agent should be able to pick up.
New agents added to the agency are included automatically — no need to edit the queue.
By Tags
Routes to agents who carry one or more of the selected tags (for example, a product line, language, or team).
Membership updates automatically as agents gain or lose tags, so the queue stays current without manual edits.
Use the same agent tags you manage in Agent Settings.
Specific Agents
Routes only to the agents you select by name — the original behavior.
Best for small or tightly controlled queues where the agent list rarely changes.
Combination
Mix tags and specific agents in the same queue.
Example: route to everyone tagged
spanishplus two senior agents you add by name.
Set the Routing Target on a Queue
Log into the Admin Portal
Use the sidebar to open 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.
Open the Can Receive From Queue Section
Scroll to the Can Receive From Queue section.
Choose the routing mode: All Agency, Tags, or Specific Agents.
Define the Audience
For Tags, use the search bar to select one or more agent tags.
For Specific Agents, search for and click each agent’s name to add them.
To combine, add tags and then add individual agents in the same section.
Save Changes
Scroll to the bottom of the page.
Click Save to apply the update.
✅ The queue now routes calls to every agent that matches your selected target, and updates take effect immediately.
Notes and Tips
Tip: Use Tags or All Agency for queues whose roster changes often — you won’t have to re-edit the queue every time an agent joins or leaves.
Tip: Use Specific Agents when you need precise control over a small list.
You can also update Can Receive From Queue across many queues at once with Bulk Edit — see Managing Queues in the Call Routing System.
To assign queues from an individual agent’s profile instead, see How to Add an Agent to a Queue.