Is it possible to report on an Agent’s availability for round robin assignment? Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard. From the customer:
Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.
Question
Report on Agent Availability
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