All agents are divided into virtual groups called desks. They are distributed by such criteria as their language, call purpose, or experience.
To configure desks, go to Configuration in the main menu and select Desks. The page displays the available desks, queues assigned to certain desks, and agents included in each one.
Click Edit in the Actions column to make changes to the desk.
Here you can rename the desk, assign a queue to it, and change the agent list.
Then click Save.
To create a new desk, click Create New Desk in the top right corner of the page.