Out of Office Agents ticket/case auto allocation
Kamal Saran
Merged in a post:
functionality to be able to set a Substitute Assignee(s) from any individual user to another individual user(s) during Annual Leave or Sickness Absence.
A
Amber Hayes
• Ability for Team Leader or the User to set an individual as “out of office/unavailable to accept work”
• Ability for Team Leader or the User to name/configure on Enate a substitute or multiple users using round robin by capacity when you are absent
• The Substitute User should be assigned any packets which would otherwise been assigned to the other user (regardless of the type of allocation rule being applied)
• If individual user is set as “out of office/unavailable to accept work” but does not have a substitute assigned then the The user is just ignored from all allocation methods, the work items to be assigned to other users depending on the allocation method in place or it just goes into the departments queue as unassigned
• The Home Page/Inbox/Team Inbox views should clearly identify the difference between these work items which have been assigned to the Substitute User and normal work items which have been assigned to that same user.
• The Substitute must be defined in advance and only packets assigned post the substitute being set will be actioned