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in call queue, we can add agents by using groups or channels. what's the difference and benefits
Yes, you can add a group to a call group: you would use this in a situation like adding a department to a call queue
You can also affix a call queue to a Team/Channel. This surfaces the call queue in Teams so you can see the call history, presence of agents, easily call back and visibility for all call agents.
Hope that helps,
Best, Chris
- My bad, question is what is the difference adding group vs channel in call queue