Hi,
Currently we do have a specific queue that during some specific hours should be scheduled for only a few specific agents. The solution today is to use an activity code and then for the agent to manually change which queue they are active on.
I figured this would be a much smoother transition for the agent if the queue somehow could be connected to the activity code. So if they between 8AM-10AM are scheduled to be in the activity "Special group" then they would automatically also be assigned the correct queue instead of manually activating/deactivating queues. Or if there is any similar solution, it doesn't need to be connected to specifically Activity codes.
I've been looking around to find an answer to this but really haven't found any. Trying to reach out here for some assistance in this.
#Genesys Cloud CX
#Workforce Engagement Management
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Fredrik Jansson
Dustin AB
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