A Workspace Work Schedule can be defined for a Workspace and for individual Agents. Regular working hours, days off, and holidays can be defined by the Workspace Administrator. Escalation rules can be configured to follow the calendar. Holidays and exceptions to the regular schedule are also defined here. In addition, administrators can set a schedule for a second shift.
Select Administration | Workspace | Calendar and Scheduling | Work Schedule to access the administrative options for these features.
Schedules are created for the entire Workspace and for individual Agents. The corporate schedule, as reflected in the Workspace Work Schedule, can be tied to the Agent schedule for company holidays, or separated if Agents need to be available to work when the organization is officially closed. These options can be defined as follows:
Note
If no date fields are highlighted here or no date fields exist in the workspace, the current date/time at the time of assignment is used to determine availability when assigning Issues.
Type in your password to save changes and click Save.
Using Availability with Round-robin Team Assignment
In addition to using Agent availability when creating appointments or assigning Agents to Issues manually, Agent availability can be taken into account when auto-assigning Issues using the Round-robin Team Assignment feature. When enabled, this option assigns each Issue that is assigned to the Team to the next available Team member in the list. It is applied when Issues that are assigned to a Team manually, via auto-assignment, and via an Escalation rule. Refer to Round-robin Team Assignment for more information.