Agent Workflows
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      1. Help Guide
      2. Agent User Guide Fall 2024 Release
      3. Agent Workflows

      Opt In and Out of Queues

      Use the 'My Work' tab to select which queues to receive and send communications from.

       

      Trouble Shooting:

      If you're unable to select or deselect queues in your work assignments, this likely means that your administrator has restricted this ability.

      What to Check:

      • Administrator Control: The ability to opt in or out of queues is controlled by your admin in the Contivio Admin Portal. If you're seeing greyed-out options, it's because this feature has not been enabled for your account.

      Admin Resolution:

      For administrators looking to adjust this setting, follow these steps in the Contivio Admin Portal:

      1. Navigate to the Staff by Role section.
      2. Select the pencil icon next to a user’s name to open their settings.
      3. Go to the Phone tab.
      4. In the Options box, ensure the setting "User is allowed to opt-in/opt-out of queue" is checked.
      5. Click Done to save the changes.

      Once these changes are applied, users should have the ability to select or deselect queues as needed. If issues persist, contact your system admin for further assistance.