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how to associate an agent for working with two queues (voice + email)

hi, i actually have configured

-a voice queue, and one email queue

i would like to know how to configure the CRS for the following:

i want that the same agent could manage both types of information (voice and email), what do i have to do? in the same team...

thanks in avanced

1 REPLY
Hall of Fame Super Silver

Re: how to associate an agent for working with two queues (voice

Simply include the skill the agent belongs to in both CSQs, or if you want  a seperate skill for voice and email, asign both of them to the agent.

HTH,

Chris

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