A new action has been added to forward work as training. This is useful to allocate work to users learning to work cases. Training work is shown / counted separately in the productivity report which ensures user productivity statistics are not negatively impacted while training.

Managers can right click ‘forward as training work’. This will set a training flag and enable managers to assign and track progress of training cases.

Please review the post implementation instructions to understand how to set up and activate this functionality.

General Configuration to Activate Features


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