Round Robin

Seeing the “queue” for round robin would be helpful. Who is the next agent that will receive a ticket? Also, to have the ability to change the queue. Suppose we receive a ticket assigned to an agent that needs to be re-assigned to the support manager. That agent just lost their turn in the round-robin after reassigning that ticket. Also, if an agent changes their status to unavailable even for a 15-minute break, they are sent to the back of the line. If a ticket comes in and is marked as spam the user also loses their turn. Once the ticket is marked as spam the user should be put back in the que.