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That's correct, the feature is only available in Lightning. The use the feature, a Supervisor also needs to have the following permissions: Customize Application Manage Public List Views and Manage Users To change skills: Create, Read, Update on service resources Read Access and Edit Access for the Active field on Service Resource Field-Level Security ...


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Based on the snap-in tag on your post, I'm going to assume you're using a custom snap-in with the Live Chat APi instead of your own custom JS to connect to the Console from your web site. How you send the info can provide you with some options. You also have the option (I'd assume you would be) to use separate agent queues for EMEA and North America. A ...


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