We utilize auto assignment within several of our group levels. This works great 90% of the time however. If an agent is out sick or on vacation we must take one of the following steps. it would be great if an Admin could remove an agent from the auto assign pool via the Agent page or within the group without dropping the user from the group.
1) Drop user from group
2) Turn off auto assignment or override auto-assignment by updating observer/dispatcher rules.
+12Hello,
The auto-assignment of tickets would work only if the agent has made him/herself available for ticket assignment. If this option is turned off, the system would skip assigning tickets to the agent. The admin can also monitor the available agents and control their availability using the Agent availability dashboard.
Cheers!
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
