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Round Robin assignment based on Agent Schedule

Is there any app on the marketplace that will allow you to assign tickets based on the agent's work schedule?  We run a helpdesk and not all agents work the same schedule. We are having to change the round-robin automation daily to account for when people are working, but it would be nice to have a way of entering their work times so that round-robin only assigns to them when they are at work.

 

Thanks!

3 answers

Any updates on this?

0 votes
Brant Schroeder Community Leader Apr 28, 2021

@Greg Siegel and @Ashley Hill - I would suggest submitting a feature request here https://jira.atlassian.com/secure/Dashboard.jspa since this does not exist.  

Hi Greg,

I have the exact same requirement at the moment, did you manage to find anything?

Unfortunately, we have not.  We are trying to write something in house to accomplish what we need.

Hi Greg - Did you have any success writing this in house?

Yes, we did, we utilize a webhook to call an API that we have set up.  Our dev team created an app that allows us to put in what agents we want to receive certain requests.  When a request comes in, it reaches out and the app will check which agents are actually clocked in at that time and then randomly assigns the request to one of them.  If it comes in after hours, it waits until the next morning to assign the tickets.  

This way, tickets never sit waiting on someone that may be on vacation or just not working for several days.

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