All agents are divided into virtual groups called desks. They are distributed by such criteria as their language, call purpose, or experience.
IMPORTANT
Agents must be assigned to desks if you want the agents to appear on the Realtime page.
To configure desks:
Go to Configuration in the main menu and select Desks. The page displays the available desks, queues assigned to specific desks, and agents included in each one.
Click Edit in the Actions column to make changes to the desk.
You can rename the desk, assign a queue, and change the agent list here.
Then click Save.
To create a new desk, click Create New Desk in the top right corner of the page.