Managing which agents are assigned to which queues is a key part of configuring your call center. This guide walks you through how to assign users to specific queues using the Staff by Queue view within the Contivio Admin Portal.
Accessing the Staff by Queue Page
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Log in to the Contivio Admin Portal.
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Navigate to Users and open the User List.
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At the top of the user table, locate the view toggle near the "Staff by Role" label.
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Click the arrow next to it and select Staff by Queue from the dropdown.
Viewing Queue Assignments
Once in the Staff by Queue view:
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You’ll see a list of queues organized by communication channel.
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Voice queues appear first by default, followed by other channels like chat or email.
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Each queue has a dropdown/search bar for assigning users.
Adding an Agent to a Queue
To add a user to a queue:
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Locate the queue to which you want to assign an agent.
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Click the search bar/dropdown under that queue.
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Begin typing the name of the agent you want to add.
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When the agent appears in the list, click the “+” icon next to their name to add them.
Optional: Assigning a Star Rating
After an agent is added to a queue:
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Hover over their name in the queue list.
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Click to assign a star rating based on their proficiency or priority for that queue.
This rating can be used internally for prioritization or compentency-based routing configurations (depending on your setup).
Notes & Tips
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Changes made here are saved automatically.
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Use the search bar at the top of the page to quickly locate specific queues or users.
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If an agent is missing from the search dropdown, confirm they have an active license and are part of the relevant call center group.
Need Assistance?
If you run into issues managing queue assignments or need help understanding star ratings or queue prioritization, reach out to Contivio Support or your Account Manager for help.