How do you take an agent out of rotation who is sick?

Question

When an agent is out unexpectedly how do you take them out of a rotation so they do not get automatically assigned tickets?

Kathryn Carter · Accepted Answer

@DPauliThis will only work by having the agent change their status to “Out of Office” on their calendar. Here is an idea to upvote when the agent forgets to update that:@jclark16Always lending a hand; Ilove to see it! Thank you as always😄

jclark · Answer

Unfortunately there’s not a way for an admin or another agent to set this for their team members. The agent themselves will need to go into their iiQ profile and set themselves out of office to avoid any automatic assignments.

I thought there was an idea post on here somewhere for that as a feature request, but I can’t seem to find it. I know we’ve had the same issue. Our helpdesk team has a round-robin ticket assign for any tickets that get routed to them via rules we have set up, and he always has to remind his group to use the out of office feature within iiQ - or he removes them from the Team temporarily and has to remember to add them back. Both are kind of a pain.

We’d like to ultimately have a permission option for a supervisor to set OOO periods for members of their teams.

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