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Update queue memberships for agents in real time

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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Oct 30, 2024

Business value

When a contact center experiences a surge in conversations, admins and supervisors are suddenly faced with a staffing shortage. To handle these surges, they need to quickly add or redistribute the workforce between channels and lines of business represented by queues. With this enhancement, the queue membership updates made by admins will happen faster. These benefits help maintain low customer wait times even during peak traffic periods and avoid unintended work assignments.

Feature details

Administrators who manage these updates won't have to wait for 15 minutes for an agent's queue membership update to reflect in the system. With the real-time queue membership update, agents can take work in their new record queues immediately after they are added. When you remove agents from queues, they won't receive work from the removed queues, thus reducing the wait time due to reroutes.