Supervisors can now control ticket assignment within a group 

 

Supervisors get a new privilege to manage automatic ticket assignment (round-robin). This means that they get a bird's-eye view of the availability of the agents in the group that they manage. 

 

Once the Admin enables this feature for the Supervisor, they will be able to see the groups that they belong to under the Admin tab. Although they can't edit the group name or agents in the group, they can decide whether:

    i) automatic ticket assignment needs to be turned on/off for the group

    ii) agents should be able to control their availability

 


Agent availability controls for each group

 

Admins and Supervisors can individually manage agent availability for each group instead of managing the agent availability for all groups at a time. This means the Admins will have more control over every group and Supervisors can manage only the group they are a part of. For example, Admins can let agents control their own availability for group A; while in group B, they may want to prevent agents from having that control. 

 

This can be done by enabling or disabling the toggle that says Allow agents the ability to turn on/off automatic ticket assignment in every group 

(off by default).


 

 


Supervisors can now control ticket assignment within a group 


Supervisors get a new privilege to manage automatic ticket assignment (round robin). This means Supervisor gets a bird's eye view of the availability of the agents in the group she manages. 


Once the Admin enables the Supervisor to use this feature, 

a. Supervisor can see the Groups icon under Admin tab

b. The groups that the Supervisor belongs to will be listed here

c. Although they can't edit the group name or agents in the group, they can decide whether:

    i) automatic ticket assignment needs to be turned on/off for the group

    ii) agents should be able to control their availability

 


d. They can also manually change the availability of agents in their groups from the dashboard.



Note: When a supervisor turns on the availability of an agent, the agent is made available for all the groups the agent belongs to.


Agent availability controls for each group


Admins and Supervisors can individually manage agent availability for each group instead of managing the agent availability for all groups at a time. This means the Admins will have more control over every group and Supervisors can manage only the group they are a part of. For example, Admins can let agents control their own availability for group A, while in group B, they may want to prevent agents from having that control. 


This can be done by enabling or disabling the toggle that says, 'Allow agents the ability to turn on/off automatic ticket assignment' in every group. (It will be off by default).



Agents belonging to a group where they can control their availability will be able to see the availability toggle next to their profile picture.



Note: For the existing groups, the value Admin has assigned to control agent availability for all the groups will be migrated to each group.


However, if an agent is a part of multiple groups, she will not be able to control her availability even if she is not granted the ability in one of the groups. For example, let's say Susan is a part of group A where she is allowed to control her availability and group B where she is not allowed to control her availability.  Because of group B settings, Susan will not be able to control her availability for any group.