> For the complete documentation index, see [llms.txt](https://virtualcontact.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://virtualcontact.gitbook.io/docs/omnichannel-contact-center/queues-and-groups.md).
# Queues and Groups
Queues are pools of incoming conversations that wait to be assigned to an agent. Each department has one or more queues. Groups are collections of agents that can be assigned to handle conversations from a specific queue.
Configure queues from Settings > Departments. For each queue, define the assigned agents or group, the routing method (round-robin, least busy or manual), SLA targets and escalation rules.
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# Agent Instructions
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