Megan Leach

YASSS!!!!! This is a huge change from how it acted prior to the UI change. Additionally, article verification was moved out of article settings, and owners are getting emails to verify yet can't verify as this has ALSO been changed for publishers only. This is silly if only publishers have the ability to verify articles. This needs to be changed ASAP as this moves trivial tasks to more senior associates in order for articles to be up to date. 

When clicking on the replay link, it takes me to the registration page that does not have the recording. Any recommendations?

Julia DiGregorio - I believe it's a part of the out-of-office app. So before, agents who are part of a group that the OOO app is enabled for, can go into any ticket and toggle on/off their availability. They can also do this by going into their profile and using the app on the right-hand side. 

or 

However, recently, in an agent's profile (all agents regardless of if they are in the OOO app group or not) on the left-hand side, there's a checkbox. This isn't listed anywhere in the article and acts differently than the app. 

I want to better understand what this checkbox does as it doesn't demonstrate the same functionality as described above (i.e. no pop-up where the agent can select to unassign tickets). 

This article needs to be updated with the new [Out of Office] Agent Out? feature released within a profile. It's nice because agents, rather than admins, can set themselves as away; however, I would like to better understand the behavior of this checkbox. 

• Does it automatically unassign all open tickets? When doing this via the Out of Office app, the agent has the option to select this. There is no selection option with the checkbox. 
• Does it auto-apply the agent_ooo tag when doing via the checkbox, similar to the OOO app?
• Can agents adjust other agents out of office by using this checkbox on a fellow agent's profile? 

Hi Tara McCann

Can the 8 upvotes in this thread be added to this page's upvote to demonstrate a more accurate representation of this support feature request?