Been using Omni channel for a good while however my managers want the agents to switch between different queues. We have multiple queues and multiple omni configurations.
Is it possible for agents to switch between statuses in Omni channel and pick cases from different queues? Say: 9-1 CS Queue and then switch and use Omni to deliver cases from Onboarding 1-5?
I tried to test it but we were getting no-where for some reason
Thanks in advance
Alexander
14 answers
Hi Kenneth
No, not really - but it does work for us (with a bit of flexibility). If you would like to have a chat, happy to help
Thanks and regards
Alexander
