Note: Developed into an idea via this question here:
When adding Custom User Fields, particularly on Agents, it would be useful if we were allowed to use an existing ‘Data Source’ type when setting these up:
In my scenario it would prove useful when exploring the concept of a Primary Agent Group for all Agents where any Agent may be a member of multiple Agent Groups but you would like one to be their default Agent Group for Automation purposes.
I am sure there are other scenarios that would benefit from this, particularly if the Data Source is set to a Custom Object table.
Other Examples I can think of off the top of my head that could be more easily leveraged if Data Source was made available:
- Automatically set a Delegate for Approvals when an Agent is recognised as being Unavailable
- Automatically set an Agent as Unavailable when they are marked as being on leave via data in a Custom Object table
- Automatically assign an Agent’s tickets out to a wider Agent Group if an Agent is marked as on leave
What does everyone else think?
