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How do I view and opt out of VCC queues assigned to me?
8x8 Support

How do I view and opt out of VCC queues assigned to me?

Objective

How to view queues (inbound, outbound, chat, email, and voicemail) a Virtual Contact Centre (VCC) agent is assigned to. If the agent has the required permissions, they can disable a queues ability to offer them interactions.

Applies To

VCC Agent GUI.

Procedure

To view your assigned queues: 

  1. Log into VCC AGUI.
  2. Click on the Menu button clipboard_eab8105ed4cf9b71bf3328f3825fad87b.png in the top left-hand corner.
  3. Select Profile.
  4. Navigate to Assigned Queues.
  5. Select the desired media tab such as Inbound, Chat, or Email.
    clipboard_e6618b3876dfaf3b4a26147080df63d1d.png
  6. You will now see a tick next to the queues you are assigned to.
     

If you have the required account permissions, you may block interactions from a queue by opting out of queue assignments as directed by your contact centre supervisor.

To opt out of a queue your assigned to:

  1. Log into VCC AGUI.
  2. Click on the Menu button clipboard_eab8105ed4cf9b71bf3328f3825fad87b.png in the top left-hand corner.
  3. Select Profile.
  4. Navigate to Assigned Queues.
  5. Select the desired media tab such as Inbound, Chat, or Email.
  6. Clear the checkbox next to the queue you would like to stop receiving interactions from.
    clipboard_e57119789c5523a1bbda8767e7cde3463.png
  7. Select Save.

Additional Information

To give agents the ability to log out from queues assigned to them see Allowing agents the ability to Enable and Disable themselves from queues.

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