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Change "Account Should Queue" Setting
Use the "Account Should Queue" option in the Special menu to indicate whether a collector can continue to work an account in the Collector queue after placement in a Clerical or Supervisor queue.
To change the "Account Should Queue" setting
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With an account displayed in the Work Form, from the special menu, click Account Should Queue to change the setting.
Note: If there is a check mark next to the Account Should Queue option, the account continues to appear in the Collector queue so the collector can work it. If there isn't a check mark, the account does not appear in the Collector queue and the collector cannot work it.