Hi All,
I have a requirement where I need to map queues with multiple planning groups, but it's not happening.
I have 3 agents and 3 queues. Like,
Agent1 has to take calls from Queue1 and Queue2.
Agent2 has to take calls from Queue1 and Queue3
Agent3 has to take calls from Queue3 only.
I thought I will create 3 Planning groups for each of the above mentioned combination. But what I noticed that one queue can only be a part of one planning group.
Please help me how can I achieve this requirement.
Thanks.
#Unsure/Other------------------------------
Rahul Tyagi
Accenture India
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