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  • 1.  Relationship between queues and groups

    Posted 05-14-2026 10:53

    I wanted to confirm that agents would receive inbound calls based on their assigned queues regardless of what group they are in. We are looking into using groups to create tasks for inbound leads and want to make sure changing the groups will not affect inbound call permissions for agents.


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    John Wendt
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  • 2.  RE: Relationship between queues and groups

    Posted 05-15-2026 05:32

    I can confirm that queues and groups are totally independent. 



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    Alisha Marcom
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