Create a Communication Queue Group so agents can log into a named set of communication queues together.
Before you start
To set up Communication Queue Groups, you need:
An Admin role (Manager, Owner, or Super Admin)
Existing communication queues (and the users who should join the group)
Definitions
These terms appear when you set up Communication Queue Groups:
Term | Meaning |
Communication Queue Group | A named set of queues plus the users who can log into them |
Communication Queue | A single queue for a campaign, organization, and language |
Steps
Follow these steps to set up Communication Queue Groups:
Go to Admin → Communication Queue Groups.
Select the plus icon, enter Name * on New Communication Queue Group, then select Create.
Open the Communication Queues tab and select the plus control to Add Communication Queues.
Search by Organizations, Campaign Name, Communication Queue Name, or Languages, select queues (or Add All), then close the dialog.
Open the Users tab and add users the same way (Name, Email, Default Role, or Add All).
What success looks like
When Communication Queue Group setup is complete, the group’s Communication Queues and Users tabs list the queues and people you added. If a tab is empty, you will see Unable to find any Communication Queues in this Group or Unable to find any Users in this Group until you add rows.
Common questions
Who can set up Communication Queue Groups?
Admins with Manager, Owner, or Super Admin access can create Communication Queue Groups from Admin → Communication Queue Groups.
Why don’t I see queues to add?
Volie only lists communication queues that are not already in the group and that match Organizations, Campaign Name, Communication Queue Name, and Languages. Broaden the search, then try Add Communication Queues again.
Related articles
How to review Communication Queue User Sessions