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Agent presence and availability tool functionality

in Help Desk 2 comments

Summary:

Agent presence and availability tool functionality

Content (please ensure you mask any confidential information):

I recently enabled the presence tool for a client so that Agents can make team members aware of their availability in Redwood's HRHD.

In the case where an Agent may have an unplanned leave of absence I wondered if it was possible to automatically reassign the requests held with the absent agent to other available agents to manage ?

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