Note:
If a life cycle has no Org Chart assigned to it, coverage options will not be active. You must assign an Org Chart before configuring coverage.
Note:
Options on the Coverage tab are only active if a queue is load-balanced with Users as Members. If the queue is configured as Match Keyword to Username, the options will not be active.
Document coverage is not transitive. For example, when using the See Other User's Documents option, if Employee 1 covers for Employee 2, but Employee 2 is also covering for Employee 3, Employee 1 will not see Employee 3's documents.
Note:
When using coverage, documents are not reassigned to available users. The assignment to the original user is maintained, but other users are able to view the documents.