Round robin assignment depending on availability status
Hello, it would be good to have the round robin rule have an option of giving priority to an agent who is online before assigning. This is to cater for teams that work in shifts. Currently if you set channel tickets to auto assign they will go to both off shift and on shift agents. It should be set to assign to only online agents or else assign to a team if none is available to receive tickets
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Hi Baker Ayekundira ! Thank you for your feedback on the round-robin rule feature! I read that the addition to be able to filter on agent availability in the rule would be very beneficial for you. I will keep track of this post and keep you updated in case there is any news or developments!
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Hey Jules ! I saw you left a similar post concerning this topic (assigning based on agent availability) - feel free to like and follow the post and leave a comment. I have deleted your other post in order to maintain visibility and avoid duplicate posts 😊
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Hey there Baker , Yaron , Jules ! Great news 🎉 We launched the option to take agent availability into consideration when using the round-robin rule!
You can now have to option to take into account whether or not an agent is online and available for chat. When enabled, the Rule will skip agents based on their availability when assigning tickets to your teams! If you have any questions regarding this, feel free to reach out to us! 😊
