State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

6.2.5 Activate and Deactivate Agents in A Queue

(Video instructions available: Activating and Deactivating Agents in a Queue)

Administrators and supervisors can activate and deactivate agents in a queue. This functionality exists in the Performance>Workspace>Queue Activity view. 

Active/Activate Agent: An agent who is currently assigned to the queue and is available to receive and handle calls from that queue.

Inactive/Deactivate Agent: An agent who is currently assigned to the queue but is not available to receive or handle calls from that queue.

Note	Agents who are going to be activated or deactivated by a supervisor must be assigned to the queue first by a local administrator.

 

1. From the Queue Activity view, click on the queue you’d like to activate/deactivate agents.
   
2. The Agent Panel defaults to show the list of agents currently active in the queue.
3. To view inactive agents, click the inactive agents link on the top right of the agent panel. 
4. Deactivate an agent: 
   1. Click on the three-dot menu to the right of the agent’s information in the active agent list. 
   2. Click on deactivate. 
      
5. Activate an agent:
   1. Click on the three-dot menu to the right of the agent’s information in the inactive agent list. 
   2. Click on activate. 
      
6. In both circumstances there is a notification in the top right asking if you’d like to reload the view. This is necessary to have the active and inactive agents display correctly in this view.
   

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Publication Number: P-03208