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How To Stop Auto Allocation Of SR To The Agents In The Queue? (Doc ID 2530123.1)

Last updated on SEPTEMBER 09, 2020

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.19.01.0 and later
Information in this document applies to any platform.

Goal

To enable SR auto assignment to queues, we have defined rules.

As a pre-requisite for this functionality, we have enabled Omni Channel.
With Omni channel, the SR that are getting created are assigned to the Agents (as per the capacity), but we do not want the SR to automatically get assigned. As per our requirement, we just want the SR to be assigned to the Queue and the Agents to pick the SR.

On this context we want to understand how to disable this auto allocation to agent feature?
 

Solution

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In this Document
Goal
Solution


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