Best way to handle HR case assignments when agent is temporarily out-of-office
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09-10-2018 08:58 AM
What is the best-practice method to prevent assignment of HR cases to an agent who is temporarily out-of-office (e.g. sick, vacation, etc.)? Assume that assignment is performed normally using matching rules and manual re-assignment.
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HR Service Delivery
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04-13-2020 08:37 AM
Hi Rob,
I am using the HR Skill assigned to a group and mapped to HR Service to auto assign the Case to agents .
Please let me know if you solution will work when using the HR Skills to auto assign the Hr Cases and will it skip if agent is OOO ?
Please suggest .
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04-13-2020 09:14 AM
Hello,
We are not currently using HR Skills to map/auto-assign cases to our agents. Therefore I am unable to speak to whether or not that would still work. The configuration I have in place goes against the users that are OOO, being found when being assigned cases through the Assigned To field.
I am not 100% if someone is OOO, if the system will be able to auto-assign a case to them or not.
Sorry!
-Rob
