Overview
A "My Queue" serves as a direct queue route to a specific Q user. This is most beneficial for Q users who are also likely to receive direct calls to a DID, as it provides a dedicated queue path tied to that individual user.
By default, new users are generally assigned My Queue. However, in some instances, a user may need an Administrator to create one using any of the three methods outlined below.
Method 1: Create a My Queue During New User Creation
The most efficient way to provision a My Queue is at the time of user creation.
Steps:
In the Sharpen UI, navigate to Admin > Settings > Manage Users.
Click New User.
Fill in the required user information.
Ensure the Create My Q checkbox is selected.
Click Save.
A My Queue will be generated automatically for the new user upon save.
Method 2: Create a My Queue via CSV Import
For bulk user creation, a My Queue can be provisioned through the CSV import process.
Steps:
In the Sharpen UI, navigate to Admin > Settings > Manage Users.
Download the template CSV to ensure the correct column format.
For each user that should have a My Queue, set the Create My Q column value to 1.
Save the CSV and import it into Sharpen.
Each user with a value of 1 in the Create My Q column will have a My Queue generated upon creation.
Method 3: Create a My Queue for an Existing User
If a user was created without a My Queue, one can be added retroactively from the user's profile.
Steps:
In the Sharpen UI, navigate to Admin > Settings > Manage Users.
Select the user that requires a My Queue.
Scroll down to the Queues section.
On the right side of the Queues section, click the Create My Q button.
The My Queue will be generated and assigned to the selected user immediately.
Additional Notes
A My Queue, once created, is tied to the individual user and functions as a direct route alongside any standard queue assignments.
If you do not see the Create My Q option in the UI, confirm that a My Queue has not already been generated for the user.