Agent Availability allows you to route and assign Issues to Agents based on when they are available. It is designed to help you mediate the following difficulties support managers encounter when in their team’s workflow: Time management: Admins and Supervisors can’t tell when Agents are logged into the Dashboard but working on something else Shift […]
Auto-Assignment/Agent Availability
How can I make sure Issues aren’t assigned to an Agent who is sick, taking a break, or otherwise unavailable?
There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time: Option 1: Allow your Agents to manually mark themselves as available or away Option 2: configure your settings to automatically detect changes in Agent availability based on the following: The Agent is logged […]
How do I limit the number of Issues Agents are assigned?
If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to those Agents. This prevents your Agents from being overwhelmed with too many new Issues at once. First, you’ll want to figure out […]