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With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into account and someone has to manually follow cases with this agent’s name and assign them to other agents which results in extra work or it is not being noticed at all and the customer is unhappy about long response time.
Category: General
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