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Hi, Travis - Thank you for sharing your idea. I've submitted this idea to our Product Management group on your behalf.
If you are taking about this, I may be able to help;
If you want to have agents that do not take chats, but are only given voice or email interactions when on a queue then do this;
Add the following ""Skill" to the PC webchat config;
skills-(Optional) List of skills. Example: ["Computers", "Printers"]
// Requested agent skills (Agent must have these skills to receive chat)
This would add the ACD skill "Chat" to all chat interactions.
Then configure an ACD skill "Chat" in PC, then add to the agents you want to take chats, or remove when you don't want them to.
I have queues that have voice, email and chat on the same queue and sometimes remove agents from phone, or chat skills to help balance with tricky times
Hope this helps
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