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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculation
Summary:
Hi All,
I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different
queues have different schedule also each queue Agents work in different schedule.
Example: Agents who support Payroll queue has multiple schedules. 4 Agent work from M-F 8AM-4PM & 3 Agent work from M-F 11AM-4PM
As I understand from Subscription Management configuration. We can create multiple schedules from Manage Availability task and
use it in Standard coverage under Entitlements Management.
I need help in understanding.
1. If we create multiple schedules, how it is linked to Agent. How would system know which Agent is working in which schedule.
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