Queue Targeting: Active Role

A new Active Role targeting option is now available in Queue Targeting rules. When enabled, only users whose Availability Active Role matches the specified value will be targeted. Matching is case-insensitive and supports comma-separated roles. For example, a user with Active Role "dispatcher, on-call" will match a targeting rule set to "Dispatcher".

Targeting on Active Role is helpful when roles and queue targeting need to be more fluid. For example, when the dispatcher is out on PTO, another member can take over Dispatcher duties for the day by setting their Active Role to "Dispatcher" without needing to change the targeting rules.