State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

7.6 Assigning Queues

Demo Video

Assigning Queues

Note	Agents must be assigned their spoken language(s) using the steps in section 7.7 Assigning Languages before they can be assigned to a queue or queues.

Agents are assigned to various queues based on specific skills and spoken languages. Local administrators can assign and unassign workers. Agents can be assigned skills for multiple languages.

7.6.1 Assign or Unassign a User from a Queue

To assign a user to a Queue:

1. Click the Menu button.
2. Click User Management, then click Users.
3. Select the agent’s name from the list or use the Search field to find and select the agent.
   
4. Select the Queues tab.
5. Check the checkboxes to add or remove the user from that queue. Click Save to apply the changes and return to the list of agents or click Save & Continue to apply the changes and remain on this agent’s queue list.
   

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Publication Number: P-03208