Holidays & Absences - Reactivation of cases does not look at absence of agents


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 ac...

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Category: Unified Routing- Assignment (27)

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Completed