I just want to clarify my understanding of groups and queues... Is there a one-to-one relationship of queues to groups? Meaning that you can only associate a queue with a single group? I'm trying to understand how queues become available to agent users. I created a new user and gave them read-only access to a group or groups then they can see the queues that are also associated with that group correct? That appears to be the case. So to state it more plainly: Groups have a one-to-many relationship to queues?