Use Workload Manager
From Genesys Documentation
This topic is part of the manual Intelligent Workload Distribution Administrator's Guide for version Current of Intelligent Workload Distribution.
Learn the layout and controls of Workload Manager's universal work item queue on the Universal Queue tab.
Universal Queue display
ImportantYou can only view and/or use features and functions in Workload Manager if you have the appropriate roles and privileges assigned to you. On-screen features that are grayed out are not available. Contact your administrator to update your privileges.