Could we look at creating a setting for agents to foward all tickets to another agent while they are on vacation or ill or outside of working houts? This would be best if it could be done by the actual agent and not the admin. It could also for example prevent agents from receiving chats after working hours.
- I think maybe the option to either allow full takeover of the ticket or adding the agent taking over the tickets as a follower would be a nice option for the agent going on vacation.
- Adding a comment next to agents name on all open tickets that he is on vacation.
- Maybe it should be up to the ticket submitter. Agent sets status to on vacation. He picks replacement agent who would receive tickets in his absence. Then when the user is filling out his ticket maybe before he submits it, it alerts him the agent for this department is on vacation. Then the user has two choices use replacement agent or wait for assigned agent to return.
Those are a couple of my thoughts.
It could possibly be implemented with an 'away from desk' icon at the top of the agent screen (similar to when you log in and out of chat).
This would mean if a user was going into a meeting for an hour or something, they could click 'away from desk' which would remove them from the round robins they are in (like they are logged out) and it would log them out of chat.