Support agents avoid ticket routing to staff on leave
Support agents avoid ticket routing to staff on leave
Support agents get tickets sent to staff on leave, risking SLA breaches and unhappy customers. Weekly availability checks keep tickets with available reps, preserving SLAs and improving response.
Overview
Tickets routed to absent agents create SLA risk and frustrate customers. This workflow aligns HR leave records with your helpdesk roster so tickets go only to available reps, eliminating routing mistakes and keeping SLAs intact. Customers report faster response times and clearer audit trails.
Notable Features
- Update agent availability weekly
- Prevent routing to away agents
- Log availability changes for audit