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Agent sees only SRs designed to him/her.

Received Response
edited Nov 14, 2020 10:59AM in Fusion Service 3 comments


Can the Agent see only SRs designed to him/her?


Hello experts.

We are trying to use the queues to direct to specific agents.
Still we'd like to the agents to see only the SRs designed to his queue. Can it be done?

Also there are levels of these agens. For example it reach lvl1, and then if needed raised to level 2.
In this case the level 1 continues seeing since started on him. And Level 2 shall only see when it is configured to him/her.

is it possible to be done? How/where?
Thanks a lot

P.S.: I'm quite new in this module so even allocate in the right queue automatically I'm having trouble. If possible to give me some direction on this case as well would really help.

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