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A) Dump - it is a queue for a reason the agent should not wait. B) Transferring to contact center queues for contact center agents should always be through the contact center queues. If an agent needs to transfer to an individual then the directory is appropriate for Non- Contact Center agents. Transferring ...

Create a duplicate Agent Group with same settings as original, name it simalar but including "Trainer". Place the individuals that are trainers in that group so the new agents can only monitor those individuals and limit reporting and other capabilities. Please note: when reporting that these agents ...