Have agent auto-assignment recognize when an agent is associated to a work schedule and only assign tickets during the hours configured for that work schedule.
As of now, if I have an Agent Group associated to business hours of 8a-8p and I have an agent associated to a Work Schedule with business hours of 9a-6p, that agent will still be assigned tickets during the entire time the Group’s hours are configured for. Having the agent set themselves ‘Out Of Office’ is a very poor work around and configuring a workflow when you have overlapping shifts is kludgy.
