Adding Agents to Call Path

Overview

You may want to add employees to an existing Call Path so that they could start receiving calls.

Solution

1. From the Playbooks Manager App, click on the Settings tab.
2. From the left pane, select Calls > Call Paths.
3. Click on the ellipsis button next to the required Call Path and select Edit.
   Note: If you haven't created a Call Path yet, click on the yellow plus button to create a new Call Path, enter its name, select the time zone and click Save. Then, add the required elements.
4. Double-click on the Rep Queue element.
   If there is no Rep Queue element, add a new one.
5. From the Teams dropdown, select the team to which the required agent is assigned - calls will be distributed among all team members.
   If you want to add an individual person to the Rep Queue, click on the arrow next to the required Team name and then select the required rep.
6. Click Save.