Hi All, say the company is manufacturing two products.X & Y..so we will make two queues supportQ_X & supportQ_Y (may be we can make sub queues for each module also)
Now to make the support team first we should make roles..say role_X with rw access to supportQ_X and role_Y with rw access to supportQ_Y..Then we need to make two groups grp_X with some agents as members (A,B,C) and grp_Y with some other agents (D,E,F) as members... But the above can be done without any roles...simply groups..?? Regards, An
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