Hi, just need some help! When support tickets arrive I want to be able to assign directly into an Agent's calendar. Allowing support to identify the best agent based upon how much work they already have on. Thanks
I'm working on cleaning up old confluence posts when I came across this one. I'm not sure how this apply directly to confluence though. It seems to be more of a JSM question. In any event answering for JSM and specifically for cloud you can leverage automation to balance the workload for your agents. There are specific rules for this. Let me know if there is any recent pertinent info on your post that might steer you in the right direction.
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