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Change Reps Assigned to Groups

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.

Required Editions

This article applies to:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony
  • Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To change groups:

Manage Queue Memberships

AND

Manage Users

When changes are made to a Salesforce contact center group, those changes are also updated in the associated Amazon Connect routing profile. 

  1. To see the Change Groups button in Command Center for Service, your admin must perform these prerequisite steps.
    • Enable Queue Management.
    • Add Change Groups to the actions in the supervisor configuration assigned to you.
  2. In the Service Reps tab of Command Center for Service, click Change Groups.
    The Change Groups button appears at the top of the Service Reps tab.
  3. Select the reps that you want to reassign.
  4. Select their new group.
    Note
    Note If Queue Management isn’t enabled, no groups appear. When reassigning a rep, you must assign them to a contact center group. If you don't select a group, you'll receive an error.
    The modal shows the reps assigned to each group.
  5. Click Apply.

All affected reps receive an email about the change. To apply the change, each rep must set their Omni-Channel status to offline, and then back to any available status. If a change can’t be applied, check your email for the details.

See Also