We are looking at implementing a split working pattern into our Support Department in our organisation spread across 3 shifts:
E - Early - 8am to 4pm
S - Standard - 9am to 5pm
L - Late - 10am to 6pm
Agents can be active on more than one queue at any point in time.
We would like to implement automated case allocation rules, on a round robin basis, based on the following:
1. Agents on the Early shift - they should not be active on any queue between 4pm and 6pm. They should be reactivated on all queues they are members of from 6pm again
2. Agents on the Standard shift should not be active between 8am and 9am or 5pm and 6pm
3 Agents on the Late shift should not be active on a queue from 6pm to 10am the following morning
1. We would like to be able to allocate a shift against a user in advance when the schedule is known i.e. From 24/04/2017 to 28/04/2017 Joe Bloggs is on the Early shift
2. We would like to have an ability to input out of office functionality that would integrate with a calendar so that annual leave/sick leave can be entered as planned leave date/time and planned return date/time, can be input in advance so that when the date/time of planned leave arrives, the user is automatically deactivated from any queue they are a member of, and reactivated when the return date/time is again met.
E.g. On 26/04/2017 Joe Bloggs is on annual leave from 13:00 to 18:00. As a result he should be automatically deactivated from any queues he is a member during this time
What solutions have others implemented in your organisations to achieve something similar?
Kind Regards,
Patrick.
2 个回答
Greetings,
Thanks for your reply.
I guess this is part of what I was hoping to find out in terms of finding out how other organisations have implemented their solution from allocating a shift identifier against a user, activating/deactivating them from being allocated cases based on date/time in a manner that allows this to be configured well in advance of the day in question. Essentially:
1. Are out of the box customisations possible to satisfy the requirement as set above that would not require developer input? What customisations would satisfy the above?
2. Would other organisations that have implemented a similar solution engaged with a developer input to created customised code?
3. Would other organisations that have implemented a similar solution have gone down a free installation route that works well and if so what is it?
4. Would other organisations that have implemented a similar solution have gone down the paid for licensed package route that works well and if so what is it?
Kind Regards,
Patrick.
