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To comment or vote on this idea, please visit PRD-I-2068 Option to assign through rules or keep assignment even if assignee is Out Of Office/Busy.
OOO status should allow re-assignment but no new assignments
Merged
OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.
THIS IS ESSENSIAL!
When a customer reaches out for support inside the working schedule of the contact center, agents must finish that conversation/session. and send multiple promts until customer is satisfied before dropping a conversation.
current status/lack of functionality in FRONT, makes impossible to do this since new messages into n existing conversation out of the working window will be assigned to a different agent. MAKING THE END USER TO START FROM SQUARE ONE.
This is a direct harm to customer service, and very frustrating for the stake holders of a contact center.
I think this is a basic one rather than a Vote improvement!
Daniel