Who can activate or deactivate an agent from a queue?

The ability to activate or deactivate an agent from a queue is typically governed by permissions set within the system. In this case, both supervisors and agents equipped with appropriate permissions can perform this action. Supervisors generally have oversight responsibilities and are often tasked with managing agent performance, which includes activating or deactivating agents as needed to optimize queue management and operational efficiency.

On the other hand, agents may also be given specific permissions that allow them to manage their own status in relation to the queues they are part of. This dual access helps foster both oversight by management and self-management by agents, contributing to a more flexible and responsive operating environment. Therefore, any system that allows for both supervisors and agents to have this authority acknowledges the role of each in maintaining effective queue operations.