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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculation — Cloud Customer Connect
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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculation

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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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