Genesys Cloud - Activating / Deactivating Queues

Introduction

This help article will cover the basics of activating and deactivating queues. When a queue is activated, a responder can expect to receive interactions in that format and language. For example, activating the SMS - English queue means that you'll begin receiving SMS interactions in English.

How to Activate / Deactivate Queues

1. Click the Profile icon in the top left of the window
2. Click the "Activate Queues" button near the bottom of the profile that is displayed

1. You will now see two sections on the right listed as Active and Available. Active queues have been activated while Available queues can be considered deactivated.
2. Next to each queue, you will see the option to either Activate or Deactivate
3. Once you have activated or deactivated a queue, you will see a popup message - click Reload so that the changes apply
4. Sometimes you may need to log out, then log back in to Genesys Cloud before the changes are live