Creating a My Queue

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.