Module SubModule

Unified Routing
Capacity Configuration

Queues

Agents
Entity

Channel's Value

Can be interrupted by

Business Hours

ACW

Routing Configuration -> if not assigned then -> Backup Queues

Assignees -> Users

Assignees -> User Groups

Assignees -> Rules

Assignees -> Agent Status when Available

Capacity Profile
Modifications
1. Edit and Clone icons on each of the custom channels in drop down.
2. Option to create a new custom channel

1. Edit and Clone icons on each of the custom channels in drop down.
2. Option to create a new custom channel

1. Edit and Clone icons on each of the Business Hour in drop down.
2. Option to create a new Business Hour

1. Edit and Clone icons on each of the ACW in drop down.

2. Option to create a new ACW.

1. Edit and Clone icons on each of the work queues in drop down.
2. Option to create a new Work Queue.

1. Edit Button redirecting to the User Edit Page

2. Option to create new user

1. Edit and Clone icons on each of the user groups in drop down.
2. Option to create a new user groups

1. Edit and Clone icons on each of the Rules in drop down.

2. Option to create a new Rules

1. Edit Button for the user availability status Custom Field

1. Edit and Clone icons on each of the Capacity Profiles in drop down.
2. Option to create a new Capacity Profile
Comment

We don't want these icons on the standard channels like Livechat, voice etc

We don't want these icons on the standard channels like Livechat, voice etc