To have some sort of availability calendar for agents to include holidays, lunch hours, and shift patterns would very useful. The auto-assigning of tickets could then omit the times the agent isn't available. At the moment, we would be reliant on agents to manually switch the 'do not disturb' option on and off several times a day.
This feature would be great!
This would be a great feature. I have agents that work varied schedules some Mon-Tues, Wed-Thurs, Friday... our schedule unfortunately makes the auto assignment feature unusable.