⚠️ Heads up: The Can Receive From Queue section now does two things in one place. You can pick a routing target (all agency, agents with specific tags, hand-picked agents, or a combination), and you can use a faster bulk-assignment experience that filters agents by tag and assigns them in a single click. Existing queues keep their current agent selections and continue to work exactly as before.

What the Can Receive From Queue Section Does

A queue’s Can Receive From Queue setting decides which agents are eligible to receive calls routed through that queue. You manage it from the queue’s settings: Dialer → Call Routing → Queues → Edit → Can Receive From Queue.

⚠️ Note: This section only controls which agents are eligible for the queue. Agents still need to be available and within their call caps to actually receive a call.

Two Ways to Choose Receivers

There are two complementary ways to decide who can receive from a queue. Use whichever fits how your team is organized — they work together.

Routing target mode — define the audience as all agency, by tags, by specific agents, or a combination. Best when you want membership to update automatically as your roster changes.
The new bulk-assignment experience — filter the full agent list by tag, then assign everyone matching in a single click. Best when you want precise, hands-on control across many agents quickly.

Routing Target Modes

Instead of adding agents one at a time, you can define the target audience in the way that fits your team.

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 spanish plus two senior agents you add by name.

For a step-by-step walkthrough of setting the routing target on a queue, see Route Queue Calls by Agency, Tags, or Specific Agents.

Using the New Bulk-Assignment Experience

The new experience replaces the one-at-a-time autocomplete with a filterable list of agents you can assign in bulk. It is opt-in per browser and turns on with a single toggle, scoped to the queue you are editing.

Tip: Before you start, make sure your agents are already tagged with the permanent tags you want to filter by (team, product line, language, etc.). The new flow only saves time when your tag hygiene is in place. Tags are managed in Management → Tags.

Turn On the New Experience

Open the queue, then go to the Can Receive From Queue section.
Find the Receiver agent assignment card at the top.
Flip Use new experience to on (top-right of the card).
The legacy agent picker is replaced with the new filterable list.

⚠️ Note: The toggle applies only on the browser where you enabled it. Other browsers or devices won’t have it on until you enable it there too, and other users on your agency are not affected by your choice.

The Controls

Tag filter (pill button) — a multi-select dropdown of your agency’s permanent tags. Filters the list below to agents matching your selection.
Search box — free-text search across an agent’s first name, last name, and NPN. Combines with the tag filter.
Hide inactive — on by default; hides agents marked inactive. Turn it off when auditing or re-activating agents.
Select all visible — a checkbox above the list that selects (or deselects) only the agents currently visible after filters. Goes indeterminate when some, but not all, visible agents are already selected.
List + per-row checkbox — click anywhere on a row to toggle it. Tags appear as small color-coded pills on the right.

A live “X shown” count appears next to Select all visible, and “X selected” appears below the list. Both update as you filter and toggle.

How Tag Filtering Works

The tag filter is category-aware. Within a single category, selections combine with OR. Across multiple categories, selections combine with AND.

One tag in a single category: agents must have that exact tag.
Multiple tags in the same category (for example, English and Spanish in Language): agents must have at least one of them.
Tags across multiple categories (for example, Alpha Core team plus Final Expense product line): agents must match in every selected category.

Assign Agents

Make sure Use new experience is on in the Receiver agent assignment card.
Open the Agent tags filter and pick the tags that describe who should be on this queue, usually a team or skill.
Optionally type into the search box to narrow by name or NPN.
Click Select all visible to bulk-assign, or click individual rows.
Verify the “X selected” counter matches your expectations.
Save the queue using the normal Save button at the bottom of the page.

Tip: “X shown” reflects only what’s visible after your filters, while “X selected” is the running total across the entire list. This lets you build a selection across multiple filters: pick a tag, select all visible, change the filter, select all visible again, then save once.

Saving and What Happens Next

Your changes are staged with the rest of the queue settings until you press the queue’s main Save button at the bottom of the page.
Live agents on the dialer pick up the new assignments within seconds.
The agent’s assigned queue list and the queue’s agent roster are updated together and stay in sync after a successful save.
If anything was inconsistent before you saved, saving reconciles both sides. If a yellow discrepancy warning persists after saving and refreshing, contact your CSM with the agency name and the affected queue or agent.

✅ The queue now routes calls to every agent that matches your selection, and updates take effect immediately.

Permissions and Switching Back to Legacy

To edit who can receive from a queue, the user needs the dialer Queue permission set to Edit on the agency. Read-only users see the editor but the rows are read-only. Manage this in Management → Platform Users → General tab → Dialer permissions.
The legacy autocomplete is still available. Flip Use new experience to off in the card to return to the old picker. Your choice is remembered per browser.

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, or hand-pick rows in the new experience, when you need precise control over a small list.
Tip: Tag once, assign forever. After your agents are tagged by team, product line, and language, every future assignment is a couple of clicks.