---
schema_version: "1"
id: fd94352f5101a544dc3b3e50463067e6fc1040be2b779f6371e4335479b6a134
title: Change Reps or Groups Assigned to Voice Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_change_queue_assignments.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_change_queue_assignments.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 16a4afa911b63454871d6750ceda5c152297ce31f5beed7911354ba913a5edfa
description: If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Change Reps or Groups Assigned to Voice Queues

If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

1. In the Queues Backlog tab of Command Center for Service, click **Assign Agents**.
2. Based on what your telephony provider supports, you can add reps or groups to the selected queue. Use the dropdown to filter the list of reps or groups that appear in the Manage Queues dialog box.
3. Select the reps or groups that you want to add to the queue.
    
    For example, to assign reps directly to the queue, in the dropdown of the Manage Queues window, select **Agents**, and then select the rep.
    
    ![The Manage Queues modals lets you select Public Groups, Agents, or Roles.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_manage_queues.png)
4. Click **Done**.