Having the ability to add more to an Agent Group so that details can be recorded against the Agent Group:
- Who is the queue owner, whether this is a person or a role
- Who is the queue manager, who assigns tickets and manages their teams tickets and processes
- What is their Shared Mailbox (if a ticket comes in instead of going to individual agents you should be able to select that it only goes to a Shared Mailbox and have this able to be entered in manually) - Agent Group - Shared Mailbox Assignment | Freshworks Community
- What is the contact number / preferred method of contact for escalations
