Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Agent sees only SRs designed to him/her. — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Agent sees only SRs designed to him/her.

Received Response
14
Views
3
Comments
edited Nov 14, 2020 10:59AM in B2B Service 3 comments

Summary

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

Content

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!