Prerequisites

The following permissions:

  • Routing > Queue > Add, Edit, Delete, Join, and View
  • Architect > UI > View

This quick start page describes how to set up your organization.

Step 1: Add people to your organization

This section describes how to add people to your organization. You can perform a bulk import to add multiple people at once, or you can add people one at a time.

  1. Click Admin.
  2. Under People and Permissions, click People and click Bulk Import.
  3. Click Browse and select the .csv file with your people data.
  4. To send invites automatically after adding people, select Send invite automatically.
  5. Under Import Preview, review the data.
  6. Click Start Import.
  7. Click Done or click Continue to upload another .csv file.

  1. Click Admin.
  2. Under People and Permissions, click People.
  3. Click Add Person.
  4. Click the Person tab.
  5. Complete the mandatory Name and Email fields.
  6. Send the invite automatically by selecting Send invite now. 
  7. Click Create.


Step 2: Assign roles to people to your organization

This section describes how to assign roles to people to your organization.

  1. Click Admin.
  2. Under People and Permissions, click People.
  3. Find a user using search or by paging through the list.
  4. Click More  and from the menu that appears, click Edit Person. The view opens to the Roles tab.
  5. Under View, select All.
  6. In the Search box, begin typing the first few letters of the role you want to add and select it from the list.
  7. In the Assigned column, click to enable the role for the user.
  8. Repeat steps 6–8 to assign additional roles.
  9. Click Save.

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Locate the role to which to assign people.
  4. In the Actions column, click More .
  5. From the menu that appears, click Change Membership.  
  6. From the Search list:
    Select this… To do this…
    Search assign the role to individuals
    By Group assign the role to members of groups
    By Division assign the role to members of divisions
    Reports To assign the role to people with the same manager
    Location assign the role to people at the same location
    1. In the field, begin typing a search query and select from the suggestion menu.
    2. Choose people by selecting check boxes, or select all people by selecting the check box in the column header.
    3. Click Save.

Step 3: Create a queue

This section describes how to create a queue. Queues distribute interactions to live agents.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. Click Create Queue.
  4. In the Name box, type a unique queue name.
  5. Begin typing the first few letters of the division in which you want to place the queue.
    1. Scroll through the list of available divisions to locate the desired division.
    2. Select the appropriate division from the list.
  6. To copy the configuration and membership from a previously created queue, select an existing queue from the Copy settings and members from list.
  7. Click Create. The queue configuration opens to the General tab.


Step 4: Add agents to the queue

This section describes how to add organization members to a queue.

  • Make sure that you have at least one queue set up.
  • Make sure that the agents you add to the queue have been assigned to the Genesys Agent Assist role.

  1. Click the Members tab.
  2. Select the Users tab.
  3. You can add members to the queue in two ways:
    1. To add a member to the queue, in the Manage individual users for this queue, begin typing the name of the contact. Select the appropriate match from the results.
    2. Click the Add user button. Select the user you wish to add to the queue, then click Add Selected.
  4. To remove a member from the queue, click the corresponding x button next to the member’s name and then click Yes.
  5. Repeat steps 2–4 to add more members to the queue.