Hi All,<div><br></div><div>say the company is manufacturing two products.X &amp; Y..so we will make two queues supportQ_X &amp; supportQ_Y (may be we can make sub queues for each module also)</div><div><br></div><div>Now to make the support team</div>
<div><br></div><div>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...</div>
<div><br></div><div>But the above can be done without any roles...simply groups..??</div><div><br></div><div>Regards,</div><div>An</div>