FAQ
Q: How Do You Assign System Operators/Users to Queues & Skill Groups?
A: In a nutshell, you can have multiple Queues, multiple Skill Groups, and users under them.
A Queue can be considered as the Primary Business Process which defines your needs, and Skill Groups may be teams/divisions/or services which make up that offering - versaSRS uses an open-model design to allow you to define your own topology based on your business needs.
As the Queue drives how the calls are handled, email alerts, due dates, notifications, and general look and feel - we usually recommend that you give some thought as to what would work best for your business processes.
For example a SUPPORT Queue would have different requirements for due dates, email templates, notifications and customisation, than say a HR, SALES or ACCOUNTS Queue.
Full instructions regarding how to set up Queues, Skill Groups and Users are covered in the relevant sections of the versaSRS HelpDesk Manual (accessed through HELP > versaSRS Manual menu), or through the Help File (accessed through HELP > Contents).
To view a Video Presentation on how to do this, please click the link below
System Administration - How to Assign Operators
(Viewing time: 2 mins ; File Size: 600 Kb)