We're a service and consulting company, and we have an SLA service with our agents taking turns being "on-call", or being "backup on-call".
So, essentially, each week a different agent will be on-call and another agent will be their "backup", and next week two other agents will take their turns.
From my understanding, it's possible to set up "primary" and "backup" on-call agents by assigning them to different "Groups" and then selecting which Group is the "default" (or "Primary").
So I already saw how to change which "Group" an agent belongs to.
I also saw that it's possible to change from the Administration panel which agents are currently offline or online.
However, I couldn't find a way to automate this process in advance.
For example, I know in advance that during the week of March 4th to 10th, Agent 1 will be primary on-call and Agent 2 will be their backup.
And during the next week of March 11th, Agent 3 will be primary on-call and Agent 4 will be their backup.
And I know this a long time in advance (generally a quarter of a year).
It would have been great if there was a way for me to schedule these routines in advance, instead of having to make the changes manually every time a shift changes.
Please sign in to leave a comment.