We use guided mode for all of our support engineers. This works great during working hours however some engineers like to do overtime to help the team out. It would be really great if we could disable guided mode outside of scheduled hours so engineers can see the queues and jump on any "quick wins".
We do have a separate queue called quick wins however tickets only appear in there if the Triage Engineers mark it as a quick win. Some engineers are product champions so a hard ticket for one engineer could be a quick win to another so this queue is not effective enough.
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