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            Can I create two different shifts on specific weeks where agents have to cover different duties they're assigned?

            Modified on Thu, 15 May at 9:39 AM

            We've devised a workaround to help bridge the gap:

            1. Create two virtual queues: This will separate Team A and Team B's workflow.
            2. Manually alternate weekly routing:
              • Mark Team A as "Always" and Team B as "Do nothing" for one week.
              • Switch assignments the following week, making Team A "Never" and Team B "Always."

            We acknowledge this solution requires manual intervention every week.

            Please refer to the screenshot below:

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