Question
Vodafone Intelligent Solutions
IN
Last activity: 9 Jul 2025 19:47 EDT
Workqueues from secondary team is not accessible to user
Hi,
We have two teams assigned to operator, the operator can see workqueues of only default team , but not the second team.
We have a requirement where ,the operator should also access workqueues of secondary team assigned.
Could anyone help us withthis.
Thank you
Pegasystems Inc.
CA
Define two workgroups and associate the respective work queues with each workgroup. Then, add the workgroups to the respective operator in the Operator Work tab.
Vodafone Intelligent Solutions
IN
Hi ,
We have our configuration in the same way mentioned , but it does not work.
The OOTB widget on UserPortal , only shows list of operators and list of workqueues associated with the default work group.
Thank you
HCA Healthcare
US
If an operator is part of two teams, by default they can only see the workqueues of their primary (default) team. To allow the operator to access the workqueues of the second team as well, you need to manually add those workqueues to the operator’s profile. Go to the Operator ID record, open the "Work" tab (or "Worklist/Workbasket" tab in older versions), and add the secondary team’s workqueues under the list of accessible workbaskets. Once added, the operator will be able to view and access assignments from both the default and secondary teams’ workqueues. This ensures that users can work on tasks from both teams as required