---
schema_version: "1"
id: e1e96daffd5986d9fb1818de2109e5971c7ae3c632fb793c77c645ba39c696ba
title: Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_omni_queues_manage.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 52a6d2f9410646980a2d572850e068357d59b7595b314aac4369c51e6ee8d7ce
description: If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups

If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.

### 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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Queue Management isn't available for contact centers that were set up with Service Cloud Voice with Partner Telephony from Amazon Connect before Spring ’22.

When you assign a group to a queue, calls and messaging sessions in the queue are routed to reps in that group. Managing reps in groups makes contact center management more efficient. For example, if a contact center queue gets swamped with calls and all reps are running at capacity, a supervisor can reassign a group of reps from another queue–all from within Command Center for Service.

Not all telephony providers support the concept of groups. There are other providers that allow you to assign reps to groups and groups to queues, but not reps directly to queues—Amazon Connect falls in this category. Queue Management can be used with any telephony provider as long as the telephony provider supports the concept of groups.

Although you set up contact centers, queues, and groups in Salesforce, behind the scenes, your telephony provider actually routes the calls and messaging sessions using its own queues, groups, and users. To enable your telephony provider to route interactions, when you add a queue to a contact center, you also associate it with a telephony provider queue. Similarly, when you create a contact center group in Salesforce, you associate it with a telephony provider group. For example, for Amazon Connect, you associate the contact center group with an Amazon Connect routing profile, which is their version of a group. Each rep in a contact center group maps to a user assigned to the corresponding telephony provider group.

When changes are made to a contact center queue or group, those changes are also updated in the associated telephony provider queues and groups if this feature is enabled. The changes synchronize one way, which means that changes in the telephony provider aren’t pushed back into Salesforce.

For example, changes to Salesforce contact center queues and groups are pushed to Amazon Connect queues and routing profiles, respectively. Queues can support voice calls, messaging sessions, or both. When you add a queue to a contact center group, the associated routing profile is automatically updated with the correct channels based on the queue's supported objects.

![Salesforce queues and contact centers sync with Amazon Connect's queues and routing profiles, respectively.](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_queue_setup_with_groups.png)

- **[Enable Queue Management](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    To synchronize changes in Salesforce contact center queues to your telephony system, enable this feature in setup.
- **[Suspend Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    When you make changes to queues and contact center groups with sharing rules, the sharing rules are reevaluated for each impacted user. These changes can cause Apex rules and related object sharing rules to be recalculated as well.
- **[Import Amazon Connect Queues and Memberships into Your Contact Center](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    If you have an Amazon Connect contact center, import Amazon Connect queues and their memberships into your Salesforce contact center. The import creates contact center queues based on Amazon Connect queues, contact center groups based on Amazon Connect routing profiles, and maps contact center users to Amazon Connect users. The import supports Voice Only, Messaging Only, and Mixed (Voice and Messaging) queues.
- **[Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    To manage calls, add queues to the contact center.
- **[Add a Group to the Contact Center and Queues](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    Create groups in the contact center to classify reps. When you associate a queue with a group, all reps assigned to the group are routed work from the queue. Groups let you manage reps and queues at scale. For example, if a queue is inundated with calls, you can add more reps to help out by associating another group with the queue.
- **[Assign Reps to a Contact Center Group](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    Classify your reps by assigning them to contact center groups. For example, assign product support reps to a Support group and sales reps to a Sales group. Reps assigned to this contact center group are eligible to be routed work from all its associated queues. By grouping reps, you can manage reps with similar skills and, if needed, reassign the entire group to accept calls from another queue.
- **[Resume Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    Resume the sharing rule calculations after you finish setting up the contact center queues and groups.

## Enable Queue Management

To synchronize changes in Salesforce contact center queues to your telephony system, enable this feature in setup.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e212">User Permissions
                  Needed</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e212 ">To enable Queue Management for Amazon Connect:</td>

                <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e212 ">Salesforce Voice Contact Center Admin</td>

              </tr>
            </tbody>
          </table>

1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, and then select **Amazon Setup** or **Partner Telephony Setup**.
2. Based on your telephony model, enable **Update Amazon Connect Queues and Routing Profiles** or **Update Partner Telephony Queues and Groups**.
3. For Salesforce Voice with Partner Telephony, associate the partner telephony users and groups with the Salesforce Voice queues.

## Suspend Sharing Rule Calculations

When you make changes to queues and contact center groups with sharing rules, the sharing rules are reevaluated for each impacted user. These changes can cause Apex rules and related object sharing rules to be recalculated as well.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e306">User Permissions
                  Needed</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e306 ">To defer (suspend and resume) and recalculate sharing rules:</td>

                <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e306 ">
                  <p>Manage Users</p>
                  <p>AND</p>
                  <p style="margin-bottom:0;">Manage Sharing Calculation Deferral</p>
                </td>

              </tr>
            </tbody>
          </table>

Performing a large number of changes to queues and groups can lead to very long sharing rule evaluations or timeouts. To avoid these issues, suspend these calculations. You can resume them after you finish changing the queues and groups.

1. From Setup, in the Quick Find box, enter Defer Sharing Calculations, and then select **Defer Sharing Calculations**.
2. In the Sharing Rule Calculations related list, click **Suspend**.

## Import Amazon Connect Queues and Memberships into Your Contact Center

If you have an Amazon Connect contact center, import Amazon Connect queues and their memberships into your Salesforce contact center. The import creates contact center queues based on Amazon Connect queues, contact center groups based on Amazon Connect routing profiles, and maps contact center users to Amazon Connect users. The import supports Voice Only, Messaging Only, and Mixed (Voice and Messaging) queues.

Salesforce maps the users based on the Salesforce user ID that’s contained in each Amazon username. If an Amazon Connect user can’t be mapped to a Salesforce user, the user is ignored and their membership isn’t synchronized.

The import doesn’t delete existing Salesforce contact center queues. It synchronizes their queue membership and updates supported objects (VoiceCall, MessagingSession, or both) based on the routing profile's channel configuration. If needed, it updates the queue membership based on the membership in the associated routing profile.

1. From Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**.
2. To open your contact center, click its link.
3. To import queues, groups, and reps into your Salesforce contact center from Amazon Connect, in the contact center details page, click **Import**.
    
    ![The Import button appears at the top of the contact center details page.](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_import_amazon_routing.png)

During import, routing profiles are processed in batches of 10 to comply with Amazon Connect's API rate limits. You receive an email notification when the import is complete. After import, verify that imported queues have the correct supported objects (VoiceCall, MessagingSession, or both) in the contact center's queue details.

If needed, you can add more queues and groups in the contact center. And, to continuously synchronize changes in your contact center queues and groups with Amazon Connect’s queues and routing profiles, enable queue management for Amazon Connect.

## Add a Queue in the Contact Center

To manage calls, add queues to the contact center.

You can add up to ten queues at once. For adding a larger number of queues simultaneously, see [Create Contact Center Queues in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_queues.htm&type=5&language=en_US).

![Select the Salesforce queue, associated Amazon Connect queue, and hours of operation.](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_queue_add.png)

## Add a Group to the Contact Center and Queues

Create groups in the contact center to classify reps. When you associate a queue with a group, all reps assigned to the group are routed work from the queue. Groups let you manage reps and queues at scale. For example, if a queue is inundated with calls, you can add more reps to help out by associating another group with the queue.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e510">User Permissions
                  Needed</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e510 ">To add contact center group:</td>

                <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e510 ">
                  <p style="margin-bottom:0;">Manage Users AND Salesforce Voice Contact Center Admin</p>
                </td>

              </tr>
            </tbody>
          </table>

When you add a group to a contact center, you associate it with a partner telephony queue, and select one or more contact center queues to associate with the group. If you enable queue management, any changes you make to the group’s users or queues also updates the partner telephony users and queues assigned to the corresponding group.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note If you have an Amazon Connect contact center, you associate each contact center group in Salesforce with an Amazon Connect routing profile. Also, Service Cloud Voice with Amazon Connect comes with a default queue, Basic Queue, which doesn't include any members. To add members to and route calls from Basic Queue, associate the queue with at least one group.

1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**.
2. Open the contact center.
3. In the Contact Center Groups section, click **Add**.
    
    The options vary based on your telephony provider. For example, for an Amazon Connect contact center, you associate the contact center group with an Amazon Connect routing profile.
    
    ![Enter the group details, including the name, API name, and associated routing profile, outbound queue, and associated contact center queues](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_group_add.png)
4. Enter the name and API name for the group.
5. In the Amazon Connect Routing Profile or Partner Telephony Group field, select a routing profile or group for this Salesforce contact center group.
6. If you create a routing profile or group, enter a description for it. If you select an existing Amazon Connect routing profile, its description from Amazon Connect is entered in this field and can’t be edited from Salesforce.
    
    A routing profile name can only contain underscores and alphanumeric characters. It must be unique, begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.
7. In the Default Outbound Queue field, select the default queue for outbound calls from reps in this group.
8. In the Associated Queues section, select the queues to associate with this group. All users assigned to the group can receive and accept calls routed to all associated queues. Only queues that are added to this contact center appear in the list.
    
    You can associate a maximum of 10 queues with a contact center group.
9. (Optional) If the group's queues support messaging, set the Maximum Concurrent Chats value to specify how many chat sessions each rep in this group can handle at the same time.
    
    Enter a value from 1 to 10. Voice capacity is always 1 and can't be changed. This setting syncs with the Amazon Connect routing profile's chat concurrency value.
10. Click **Finish**.

When you add a queue to a contact center group, the associated Amazon Connect routing profile is automatically updated with the correct channels (Voice, Chat, or both) based on the queue's supported objects. You don't need to manually update the routing profile in Amazon Connect.

If your contact center is updated to version 22 or later and queue management is enabled, adding messaging queues to a group automatically updates the Amazon Connect routing profile with the correct channel settings. You can then configure maximum concurrent chats directly from the contact center group details page.

## Assign Reps to a Contact Center Group

Classify your reps by assigning them to contact center groups. For example, assign product support reps to a Support group and sales reps to a Sales group. Reps assigned to this contact center group are eligible to be routed work from all its associated queues. By grouping reps, you can manage reps with similar skills and, if needed, reassign the entire group to accept calls from another queue.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e676">User Permissions
                  Needed</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e676 ">To assign reps to a contact center group:</td>

                <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e676 ">
                  <p style="margin-bottom:0;">Manage Users AND Salesforce Voice Contact Center Admin</p>
                </td>

              </tr>
            </tbody>
          </table>

You can assign multiple reps to each contact center group and assign each rep to only one contact center group. If you change the group that a rep is assigned to, the rep is removed from the previous group.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note For an Amazon Connect contact center, don’t associate a user directly to a queue. Salesforce ignores users directly assigned to a queue because Amazon Connect doesn't support it. If you enable Queue Management for an Amazon Connect contact center, when reps are added to a contact center, they’re also added to the default routing profile in Amazon Connect. When you assign a rep to a group, the user is reassigned to the affiliated routing profile as well.

1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**.
2. Open the contact center.
3. In the Contact Center Users section, select the reps to assign to a contact center group, and then click **Assign to Group**.
    
    If any users were previously assigned to another group, they’re removed from that group. You can assign each user to only one group. These changes are also updated in the corresponding Amazon Connect routing profile or partner telephony group.
    
    ![Enter the contact center group name.](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_group_assign_users.png)
4. Select a contact center group. If all selected users are already assigned to the same contact center group, that group doesn’t appear in the list. It’s not necessary to assign users to a group to which they already belong.
5. Click **Save**.

To reassign a user to another group, select the rep in the Contact Center Users section, and assign them to the new group. If you no longer want a user to be assigned to any group, remove the user from the contact center, and then add them back.

## Resume Sharing Rule Calculations

Resume the sharing rule calculations after you finish setting up the contact center queues and groups.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e803">User Permissions
                  Needed</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e803 ">To defer (suspend and resume) and recalculate sharing rules:</td>

                <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e803 ">
                  <p>Manage Users</p>
                  <p>AND</p>
                  <p style="margin-bottom:0;">Manage Sharing Calculation Deferral</p>
                </td>

              </tr>
            </tbody>
          </table>

1. From Setup, in the Quick Find box, enter Defer Sharing Calculations, and then select **Defer Sharing Calculations**.
2. To enable sharing rule calculations, click **Resume**.
3. To manually recalculate sharing rules and do a full sharing rule recalculation, click **Recalculate**. If you don’t manually recalculate the sharing rules, changes that you made while calculations were suspended aren’t reflected in your sharing rules.

#### See Also

- [Change Reps Assigned to Groups](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_change_groups.htm&release=264.0.0&type=5 "When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately.")
- [Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_queues_to_contact_center.htm&release=264.0.0&type=5 "Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.")
- [Defer Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rule_recalculation.htm&type=5&language=en_US)
- [_Amazon Connect Documentation_: Routing Profiles](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html)