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Assign service desk staff to a chat queue

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Assign service desk staff to a chat queue

Chat queue agents are Service Desk staff that are members of a chat queue's assignment group.

About this task

To assign agents to a chat queue:


  1. Navigate to User Administration > Groups.
  2. Select an existing assignment group or click New.
  3. Enter or modify the group details (see Create a Group ).
  4. Right-click the header and select Save.
  5. In the Group members related list, click Edit.
  6. Using the slushbucket, add support staff to the group.
  7. Navigate to Social IT > Chat Administration > Queues.
  8. Select the chat queue for which the group provides support.
  9. In the Assignment Group field, select the group.
    Figure 1. Chat queue group
    Chat queue group