April Waugh

Hi Arianne,

Thanks for the reply, but it makes it more complicated for folks implementing capacity rules since we have to create a separate rule just to exclude the light agents. 

Please raise the priority of correcting this.

Why are light agents automatically included in the capacity rules?  They can't be assigned tickets, so they shouldn't be added to the capacity rules. 

We're also interested in doing something like this. Would be great to see what others have done. 

Will Zendesk be adding the ability to sort User Segments based on Name or User Type?   There doesn't seem to be a sort order at this time.