How to Validate Which Virtual Teams, Orgs, and Queues an Active/ Inactive User Belongs To

Purpose

This KB explains how to see which Virtual Teams, Virtual Orgs, and Assignment Queues an active/ Inactive agent is associated with.

Steps

1. Open Agent Insights

Go to the Agent Insights page in SupportLogic.

2. Open the Agent Profile

Search for the agent and click their name to open the profile.

3. View Virtual Teams and Orgs

In the agent profile, you can see:

• Virtual Teams the agent belongs to

• Virtual Orgs the agent belongs to

4. View Assignment Queues

Scroll to the Assignment Queues section to see all queues assigned to the agent.

5. Use the “Go To” Option (Optional)

Click “Go To” next to a Virtual Team or Queue to:

• Open the related configuration page

• Edit or review assignments if needed

Please refer to the below GIF.

Note : This will be very useful while removing an inactive user from the virtual queue, virtual team/ orgs since inactive user might prevent the case assignment.