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Round Robin & Manual Pull 'Harmony'

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edited Feb 15, 2020 12:42AM in Agent Desktop 1 comment

Summary

How can we configure 3 queues with 2 different profiles?

Content

I've come upon a problem I don't know that there's a fix for.

We have three incident queues. Staff who have been fully trained work incidents from all three queues, which we've set up as round robin (logged in) queues.

When we hire new staff, depending on when they are hired, we will train them on only one of those three topics at a time. We'd like for new, 'single topic' staff to be able to manually pull from any of the three queues, while the seasoned staff have incidents automatically assigned to them from all three queues.

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