Overview
Set up queues, skills, eligibility, capacity, routing rules, and manual or automatic assignment.
Prerequisites
Permissions required
Steps (4)
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1
Create the queue
Create the service queue and configure its operational settings and coverage policy.
Tips
Validation
Success criteria
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2
Define eligibility and required skills
Attach eligible agents or queue groups and define the skills required for the queue or case type.
Tips
Validation
Success criteria
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3
Choose the assignment strategy
Configure manual pickup, direct assignment, round-robin, skills/capacity routing, or the required assignment strategy and routing rules.
Tips
Validation
Success criteria
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4
Simulate and verify routing
Use routing history/simulation and a test case to confirm queue, candidate, capacity, and assignment behavior.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.