Change your queue participation

AI-generated summary

Genesys Cloud allows agents to add or remove themselves from participation in a queue from within the client if they have the associated permission for the division that the queue is a part of. To add participation, agents can click Menu > More, Queue Activation, click Plus next to the desired queue, and Submit. To remove participation, agents can click Menu > More, Queue Activation, click Minus next to the queue, and Submit. This moves queues between Active and Available lists. More details on queue activation and integrations are available.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

If your administrator has given you access in Genesys Cloud, then in the client you can add or remove yourself from participation in a queue.

Notes:

You can only change your participation in a queue if you have the associated permission for the division that the queue is a part of.
When you remove your participation in a queue, you remain a member of a queue, but you do not receive interactions from that queue.

Add participation
Remove participation

Click Menu > More .
Click Queue Activation.
Under Available Queues, click Plus next to the queue name that you want to add.
Tip: To search for a queue by name, click Search and enter the queue name.
The queue moves from the Available Queues list to the Active Queues list.
Click Submit.

For more information, see Queue activation.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.

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Change your queue participation

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