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Do agents in a "group" need to be assigned to the queue I need back up on, or do they inherit that queue once thresholds set for CGA have been met?
You assign the Group(s) to the Queue membership, then select which Group(s) you want to activate for a CGA rule.
No, you don't assign the agents in a group directly to the queue - they are added as Members when the Group is added
Makes sense. Thank you!
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