How to Manage Queues

You can use queues to help you manage live assistance sessions. End users join queues where you have access to assist them, and you provide live assistance as follows:

End users request live assistance and are forwarded to the appropriate queue.
The administrator determines your queue access.
Select users from the queue and begin assistance sessions.
Use the Support Automation Analyst Interface to provide live assistance.
Close or transfer assistance sessions as necessary.

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