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How can I automate assignment of specific tasks to specific agents?

I have 7 agents working on different Ticket Groups. I want to assign a specific agent to  single ticket type - "Vehicle Reservations".  I also want to assign a different agent to "Vehicle Repairs".  I would still see the overall ticket count on a que.  We also were wondering how we could identify vehicle reservations that were approaching the Due date/Turn in Date

Any help would be appreciated.

1 answer

1 accepted

Lawrence,

Make use of components and make the agents Component leads.

Victor

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