Assign incident/task if people are not available

[SnowUserDev]

Hi Community,

I want to assign tasks/incidents to agents even when they are not available on workspace via advanced work assignments

Can this be achieved?

[Danish Bhairag2 · Accepted solution]

Hi @SnowUserDev ,

OOTB this is not possible. As the agents need to be available in workspace in order to recieve the tickets in their queue.

But there is an alternate way where u can try doing this by going to presence state table & for state Offline u can make the column recieve chats/tickets as yes. This way whenever the agents are offline still they will receive the tickets. Make sure auto assignment is turned on for this. Also make sure u do this only for your service channel.

Thanks,

Danish