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When the Help Desk Queue is manually changed, do service entitlements pause?
We have automatic routing turned on with Omnichannel for Help Desk requeusts, but sometimes the reporter will misidentify the Category (which, based on our rules, will put it in the wrong queue). The agent that is automatically assigned the request will manually change the queue, but we were wondering if this will pause Service Entitlements such as the First Response Metric. Also, when the queue is reassigned, will a new agent be automatically be reassigned? Thanks in advance.
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