out off office agents incidents
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?