Can I choose which queues to serve?

Choosing queues and queue groups.

Your Admin can enable you to choose which queues you serve (see Enabling agents to choose queues). If they have, this article describes how to choose which queues or queue groups you are working on.

Choosing the queues or queue groups to serve

You can select the queues to serve either before you click Start inbound, or while you are already working inbound. In either case:

1. Click the pen-icon button to the right of the inbound button:

You will see a list of queues and queue groups that you can select from.

1. Click to tick or untick the queues or queue groups as needed. Clicking a queue group will select/deselect all queues in that group.

In this example, the agent has deselected the Sales support_Finland queue, but is still serving the other queue in the Finnish support queue group:

Alternatively you can select to serve all queues, but clicking the Select all link, or none by clicking Clear all.