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CAN I ASSIGN SERVICE REQUEST WORK ITEMS TO OFFLINE AGENTS? (Doc ID 2950022.1)

Last updated on APRIL 08, 2024

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.23.01.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.23.01.0 version, Service Request

CAN I ASSIGN SERVICE REQUEST WORK ITEMS TO OFFLINE AGENTS?

Customer has defined automatic queues and after completing all the queues rules it seems if the agent is not logged on the CX, the service request is
not assigned to him.

Customer's client wants the service requests to be assigned immediately even if the agent is not logged in or unavailable.

Customer would like to know if service requests can be assigned to queue resources that are OFFLINE?

 

Solution

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In this Document
Goal
Solution
References


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