Hi,
We are currently using a Queue based routing for chats.
We have a requirement to allow agents that are assigned with Queue 1 to also work on weekends in Queue 2. Also, sometimes agents are going on vacations, and we want to set beforehand another agent from a different Queue to replace them.
Is there a declarative and automated tool/feature that does it?
Thanks!
4 risposte
Hmm.. I think your approach is correct, but, just wondering, what if an agent already has cases assigned to him and he's removed from the queue, will he be able to retain the cases as owner?
