Change Reps or Groups Assigned to Voice Queues

If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only.