To make it as easy as possible for you and your team to get started, we put together some articles to ensure your onboarding goes quickly and smoothly.

This section describes how to add users and the roles they can have. We often refer to an employee who works on tasks or communicates with customers as an "agent".

Information on the logic which determines how agents are grouped and selected within queues.

Using agent presence and availability rules and controls in your queues.