In the FSM Dispatcher workspace, when selecting a job and using the 'Assignment assistance' the functionality is calling back engineers who are On call. We need to know which script this functionality is calling. Below is a summary of the requirement but pls do advise the best practice approach for this.
The general ask is to have the assignment assistance count the agents on shifts and either:
• Calculate the Match% with the shift off agents and have them appear at the bottom of the list with their relevant start and end dates times accounting (filtering out) the time that they are off shift or on call. Highlight the match% with different color to know that the agent is not really available at the specified times. OR
• when trying to assign to agent who is on call during that time, to block that assignment and allow it only if the dispatcher agrees with this change (have a confirmation message before the assignment happens) OR
• if that is not possible and easy to achieve, have a notification message on the pop up window, informing which of these agents are on call during the specified start and end time
