To activate an agent for a queue, what must be true?

• A. The agent must be a member of that queue
• B. The queue must be empty
• C. The agent must be online
• D. The agent must be assigned to at least one skill

Answer: (A)

Activation for a queue is determined by the agent’s membership in that queue. Only agents who are members of a specific queue can be activated to handle work from that queue, because membership defines who is eligible to receive interactions from that queue. The current state of the queue (whether it’s empty) does not affect activation, and an agent’s online status or having at least one skill aren’t required for the act of being activated for the queue. Skills influence routing decisions once active, but they aren’t what gate activation itself.