How do I enable an agent to choose the queues they are serving?

User permissions.

Granting permission for your agents to select the queues they serve from moment to moment gives you the ability to respond to needs rapidly. If your agents normally serve specialised queues, but your general queue suddenly becomes busy, agents would be able to switch to serving that queue too, for example.

This permission must be granted for each agent.

In your Admin account:

1. Go to the Users page.
2. Go to the User list subpage.
3. If necessary, search for the agent you wish to update.
4. Click the agent's name to edit their account.
5. Click the User permissions section heading.
6. Click the Function permissions section heading.
7. Click to tick the checkbox for Allow users to chooses queues they want to serve.

1. Make any other changes required to the agent's account.
2. Click the Save button in the top right.