Hi,
We are using chat Omni-Channel Queue-based routing.
We are looking for a way to assign backup agents.
For example, an agent from queue 1 will support another queue (let's say - queue 2). So, when all of the agents in queue 2 are busy or offline, the agent from queue 1 will be also assigned to chats assigned to queue 2. How can this be achieved?
Example:
7 answers
Eventually, I've created a custom object and that allows managers to define rules that will set users or queues to be backups of other queues based on the weekend day.
The process is triggered by a scheduled flow.
