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Ability to view or control the "Do-Not-Disturb" status for agents

Related products:Freshservice
  • Apr 10, 2015 4:43 PM UTC
  • 6 replies
  • 99 views
Apprentice

We currently utilize the round-robin/auto ticket assignments for our groups of agents. We really like the feature and the ability for agents to turn on and off their availability to receive new tickets with the toggle in the upper right:



However, we would like the ability to see in real time what agents who are or are not available to received auto assigned tickets. What I'm getting at is, if agents abuse the ability to turn off incoming tickets, we would like the ability to report on this.


Thanks in advance!

6 replies

Community Debut
  • ray.kaddiss
  • Community Debut
  • Jun 7, 2018 1:04 AM UTC

This is a must have people. WE need some sort of audit report for logged hours maybe.

Community Debut
  • jhall
  • Community Debut
  • Apr 24, 2020 1:13 PM UTC

Agreed, this is a critical metric that would be extremely beneficial for managers to review. Any word on this Freshservice Support?

Community Debut
Forum|alt.badge.img+5

We don't have this on our roadmap at the moment. We'll pick this up at the next available opportunity.

Community Debut
  • snelson
  • Community Debut
  • Aug 31, 2020 5:51 PM UTC

Just adding a "me too" to this.  We'd very much like this feature.

Contributor
Forum|alt.badge.img+6
  • gwelsted
  • Contributor
  • Sep 2, 2020 6:07 PM UTC

this is needed from a management perspective, being able to take an agent out of the assignment queue for a day if they call out sick or something is a much needed feature.

Community Debut
  • patric.wenk
  • Community Debut
  • Sep 4, 2020 8:49 AM UTC

Why was this not taken?
this is crucial feature that a lot of people would need in their daily business.

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