Please add the ability 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.
Under Review
Report on Agent Availability in Freshservice
+2
+1Exactly!!!
I wonder why Freshworks offer the flexibility without proper governance.
I noticed our ticket become unassigned more frequent nowadays but i couldn’t provide supporting evidence that this is due to no available agent. At the end agent blame system bug. This has affected my management view on Fresh Service credibility as reputable ITSM.
Offering flexibility is good but admin should have certain level of control as well to prevent any misuse by the agent.
This makes a lot of sense visibility is key for accountability. By the way, for a quick break between monitoring dashboards, dk9 game is a fun way to unwind!
This would be extremely beneficial.
- A report that allows the agent status of ‘Available for auto-assigning tickets’ either on/off based on toggle status.
- A historical report that shows time stamps of this toggle per agent at a workspace level for the Leadership team to review.
- A quick view widget by workspace rather than just Agent Group to view the status by agent for auto assign status.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.