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Round robin question

Is there a "toggle off" button when the agent is off-shift so that he/she is not assigned a ticket? And easily turn on when he/she is back online.

1 answer

1 vote
Carlos Faddul Community Leader Sep 01, 2022

@Bryan Tito you can use conditions in your automation to filter this.

Thanks Carlos, do you have a sample automation for this so that I can check?

@Bryan Tito follow the example, but you must adjust the JQL defaults for your business rule.
What I exemplified here were two examples based on if/else with JQL
- Cases where the ticket is created 2 hours before the start of the day (so I use round-robin with action
- Cases where the ticket is created 1 hour before the start of the day (so I use round-robin with action)

Captura de tela 2022-09-01 102937.png

I hope I helped you.

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Thanks Carlos. This is helpful. What if the agent/s is member of the same group but they have different work schedule? Is it also possible to be automated?

Carlos Faddul Community Leader Sep 01, 2022

Hi @Bryan Tito , you can use something like the Insight to do this (it is not the best option, but it will work :)

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