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Thirdlane

Queue Membership

The Queue Membership screen gives you a single, consolidated view of every agent-to-queue assignment in the tenant. Assignments are made on individual queue and agent records, which makes it hard to see the overall picture; this screen brings it all together so you can audit coverage at a glance instead of opening each record one by one.

Overview

This screen shows a grid where each row represents an agent and displays their queue memberships, making it easy to see at a glance which agents are assigned to which queues.

Use this screen to:

  • Review assignments: See all agent-queue relationships in one place
  • Identify gaps: Find queues with too few agents or agents assigned to too many queues
  • Balance workload: Ensure agent distribution across queues is appropriate

Managing Membership

To change agent-queue assignments, edit the individual Queue or Agent records. The Queue Membership screen is a read-only overview.

Best practices

  • Check for single-agent queues. A queue with only one assigned agent has no coverage when that person is out; the overview makes these easy to catch.
  • Watch for over-assigned agents. An agent in many queues may be pulled in too many directions during peaks; balance membership against expected volume.
  • Audit after staffing changes. Review this screen whenever agents join, leave, or change teams to confirm every queue still has adequate coverage.
  • Queues - manage queue settings and assign agents.
  • Agents - manage agent settings and queue membership.
  • Live Monitor - see real-time agent availability per queue.