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workflow-> office hours or agent status as a triger for workflow

Related products:Workflows
  • January 14, 2025
  • 1 reply
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hello, have an idea to create trigger which will be triggered in workflow based on office hours(time condition) and based on agents status- as example new status away and unassign.

 

We are working in 2 shifts and we want to stop tickets solution when one shift is finished tickets should be reassigned.

And i think that so advanced AI based platform it should be done based on triggers not manually.

    1 reply

    L

    For this, you can create a path with team capacity and if available= yes, route to agent, if available=no, create a path that would inform the customers of no availability or else.


    I support that but would add open hours, closed hours, holidays, outages.

     

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