Assign service desk staff to a chat queue

Chat queue agents are Service Desk staff that are members of a chat queue's assignment group.

Before you begin

Role required: chat_admin

About this task

To assign agents to a chat queue:

Procedure

1. Navigate to All > User Administration > Groups.
2. Select an existing assignment group or click New.
3. Enter or modify the group details (see Create a Group ).
4. Right-click the header and select Save.
5. In the Group members related list, click Edit.
6. Using the slushbucket, add support staff to the group.
7. Navigate to Social IT > Chat Administration > Queues.
8. Select the chat queue for which the group provides support.
9. In the Assignment Group field, select the group.

   Figure 1. Chat queue group