I wanted to integrate a logic :Tickets or calls should be routed to agents based on availability and specialisation.
You can configure this via an assignment rule. Specialization can be a field which can be used to configure the assignment rule. Availability is a feature we are working on - agent is AFK, Online, etc.
Hi @michelle,
the docs seem to indicate this feature (Agent Availability Status) is now in production, but the main branch on github does not have it. Can one assume the main-hotfix and develop branches, which seem to both have this feature, are stable enough for production deployments?
Hi @kachmul2004 we will release it in a week or two. Till then, I would suggest you wait for the main release. That being said, develop seems stable enough since our internal helpdesk is also on the branch as is working fine for us, nbut for best case, suggest you wait for the main release.
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Great, thanks