Assigning queues to an existing user

Last Updated : Nov 30, 2023 |

About this task

You can assign all incoming Avaya Experience Platform™ Public Cloud interactions that require agent assistance are assigned to a queue. After you assign agents to queues, they can immediately handle interactions from those queues. You can assign multiple queues to agents, and multiple interactions can route to a queue.

You can assign a maximum of 50 queues to a user.

Before you begin

  • Log in to Application Center Administration as an account administrator.

  • Create queues for your account.

  • Create a profile with enabled channels and add queues.

  • Create a user at the required hierarchy and select the profile.

Procedure

  1. In the navigation tree, click User Management > Users.
  2. On the Users page, for the user to assign attributes, click the Three Dots icon and then click Edit.
  3. In the Queues section, click Add Queue.
  4. In the Queue Name list, select the queue to assign.
  5. In the Proficiency field, type the proficiency level.

    A proficiency level that determines which queue an agent is most proficient in handling interactions for. Assign a value between 1 and 16, with 1 representing the highest proficiency level.

  6. Click Save.

    If the saved user configuration is invalid, you will see the Error icon next to the login ID on the Users page. You can click the Error icon to view more details about the failed validation steps.