User Management - Can’t see queues/users in application/statistics

If a queue is not visible in Agent Application, check if the user reporting the problem has a resource filter applied. Go to Users->Access Control->Assign Resource Filter and check the user or usergroup. If a filter is applied, it will show as On for the user – see image below. Here we see that Puzzel Partner Troubleshooting Filter is applied to user Steffen Andersen 

To check the contents of a filter, go to Users->Resource Filters and click on the corresponding Filter Name. 

If a queue is not displaying in the Agent application, check that it is added under Display Queues.

If a queue is not available to see in the Statistics tab, make sure the queue is added under System Queues.

Please keep in mind the checkmarks for Active on: in the right side of the Resource Filter page. If a System Queue is added to the System Queues filter, but Active on: Statistics is not checked, the filter will not be active for Statistics.