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CSRs using Interactive Service Hub to manage cases don't have a real agent console but rather a list of tickets in a queue that does not take into account real time availability of the agents.


The request is to add a switch (similar to what parature had) to enable CSRs to set their availability.

STATUS DETAILS
Planned
2019 Release Wave 2
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are releasing this feature as part of Omni-channel engagement hub

Sincerely,

 Vamsi

PM, Microsoft.