Changing the Status of Queues
When a queue is created, by default it is active. If you are using a queue in workflows or are intending to use it, do not make the queue inactive. If a queue used in workflows is made inactive, no new incoming activities are routed to the queue. All activities coming to the inactive queue are routed to the exception queue.
If the queue is used in workflows, and agents have pull and transfer permissions on the queue, they can pull activities from, and transfer activities to inactive queues. If you want to restrict these actions, remove the pull and transfer permissions for the inactive queue.
Queues used in chat entry points cannot be made inactive.
To change the status of a queue:
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From the Partition and Departments dropdown menu, select a department.
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From the Navigation menu, browse to Business Rules > Queues.
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On the List page, select a queue.
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On the Properties page, on the General tab, click the Toggle
button in the Active field to make the queue active or inactive. -
Click the Save button.
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