Unable to add users to queues

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Hi,

I'm quite new to Dynamics and am currently setting up queues. I've added several but when I go into a queue, any of them, I have a message informing me no users are assigned to it.

When I try to add 'users', zero appear for me to select from. I have 4 enterprise user licenses which have been activated so I would have thought they would have appeared at a minimum, but no, nothing appears so I'm unable to add any and get rid of the message.

I've read through the documentation but cannot find anywhere that users may not appear here due to X Y Z.

Any ideas? Any help would be much appreciated.

Regards,

Ken

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Community Member on at

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Hi KJohnR,

Which type of the queue you have created?

Public or Private? Basic queues or advanced queues?

Could you share screenshot about it? and share detailed alert message?

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Hi Leah,

I've created several queues, Private and Basic. I can create the queues fine but when I go inside to configure other things, it states I don't have any users assigned to the queue and I need to add one/some.

I've attached two screenshots to show what I see.

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Hi KJohnR,

Based on your screenshot, the queue you created is advanced queue.

Please note that only users who have been enabled for Omnichannel (ie had the necessary security role/s given to them) will be available to be added here.

So if you’re trying to add a user to the queue, please check that they have necessary omnichannel security roles given to them, Please give them at least one omnichannel security role.

Settings > Security role, select one user you need and manage roles, select one Omnichannel security role:

Once role/s have been selected and saved the user, you’ll be able to see the user show up in the in 'Omnichannel users' view:

Now, you can add the user to the queue:

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Hi Leah,

Thank you so much for this, it's just sorted out a load of other 'understandings' about the system. It was actually a basic queue but I followed the same instructions and it worked. I added some users to some security groups and like magic, they appeared!

Thank you again, you're a star.

Ken

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