In a workplace, some agents can be Out of Office.Those agents shouldn't be assigned to any new tickets. For that, NeetoDesk is providing an option called Availability on the agents' page. It will be checked for all available agents and unchecked for all unavailable agents.
Set an agent as Out of Office
Go to Agents.
Click on the Availability checkbox for an active agent, a modal will be displayed.
If Do not assign any further tickets to <Agent Name> the option is checked, there will be no automated rules or manual assignment of new tickets to that Agent.
If <Agent Name> has <Number of tickets assigned> active tickets. Mark all the tickets as unassigned the option is checked, all the tickets assigned to that agent will be marked as Unassigned.
Click on Save Changes; the agent won't be available for NeetoDesk.
Round robin and Load balanced ticket assignment rules
Using the automation rules, tickets can be assigned to available agents using these automated ticket assignment rules, and if the agent is unavailable, it should not be assigned.
For this to be operational, the option Do not assign any further tickets to <Agent Name> should be checked for that particular member. Below, we can see how it works for these rules.
Round-robin ticket assignment:
If an agent is unavailable, the ticket will be assigned to the next available agent. Suppose there are 3 agent, A1, A2 and A3, and A2 is unavailable. Then the first ticket will be assigned to A1 and the next one to A3 instead of A2.
Load balanced ticket assignment:
If an agent is unavailable, the ticket will be assigned to the next available agent with the least number of tickets assigned.