6.2.4 Taking an Agent Off Queue
Click here to see this page in full context
  1. Home >
  2. 6 Supervisors >
  3. 6.2 Supervising Agent Calls >
  4. 6.2.4 Taking an Agent Off Queue

State of Wisconsin
Department of Health Services

 Genesys Cloud CX

Release 25-01
April 9, 2024

6.2.4 Taking an Agent Off Queue

Supervisors can take agents off queue.

The Supervisor must be logged on to Workspace and is assigned as a supervisor for the specific agent or agent group. Select the help button in the bottom left corner of the window for help text specific to this view.

To take an agent off queue: 

  1. Click an agent's name in the Agent Performance or Agent Status view to select the agent, and Click the agent's profile.
  2. Click the On Queue toggle, and the agent is taken off queue.

This page last updated in Release Number: Phase One
Release Date:05/28/2024 
Effective Date: 05/28/2024

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208