You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

out off office agents incidents

Received Response
19
Views
11
Comments
edited Jun 5, 2019 2:57PM in System Admin and Configuration 11 comments

Content

Hello,

I need to find a way to solve the issue below:

We are using queue feature of rightnow for the incidents. Our all queues are Round Robin Login. It works well.

But when the agents log out from the system while they have unresolved incidents, to be able to catch the SLA, the client wants to assign these incidents to the queue again. And then the queue will assign the incidents to the login agents. So my purpose is to check the agents who is not online to the system in last one hour and assign their incidents to the related queue again. Do you have any idea to handle this need?

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!