Agent Schedule not working

[Community Alums]

Hi,

I have created one agent schedule for 9AM-5PM. But Dispatcher can assign  work order task outside the agent schedule.

Thanks, Alok

[Anurag Tripathi]

Hi,

AWA doesn't assign work to Agents out of shift but it can still be manually assigned by supervisor etc.

Its the same with Capacity, if agents are at max capacity they will not be assigned work but supervisor can still assign more work manually to agent,

[Community Alums]

@Anurag Tripathi Thanks for your input. In Field Service Management Dispatcher are able to assign the ticket to agent out side the agent schedule. How I can stop it, like no one can assign the ticket out side the agent schedule.

Thanks,Alok

[Anurag Tripathi]

You might have to write a BR specifically to check this. 

Or

Maybe a reference qualifier to show only Agents in the Shift.

[Community Alums]

@Anurag Tripathi it means there is no OOB functionality for that.