Best way to handle agents vacancies?

Peter M shared this question 13 months ago
Answered

Could you please give advice how we should handle agent vacancies?

Incoming answers of older tickets should not be assigned to the agent who is away for several days. Instead of this those tickets should be assigned automatically either to nobody or to a deputy.

Thanks!

Comments (3)

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Hello Peter,

We are already working on business hours and holidays and it would be available in the next release.

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Hello Stas,

Thanks for the very fast reply. Could you provide an "estimated time of arrival" for the next release?

In the meantime would you suggest to check the queues individually or use a trigger function?

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Hello Peter,

Business Hours and Vacations should be available in about 2-3 weeks.

By that time we recommend using triggers where in conditions you can set time and day intervals in order for those agent who are on vacation won't be notified or assigned.

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