We recently implemented the round robin / auto assignment of tickets for our agents. They're still getting used to this and can forget to enable/disable auto-assignment at the start/end of their shift.
This is important at the end of their shift. If the agent forgets to disable auto assign at the end of their shift, they will continue to receive tickets even though they're no longer available.
It would be great for managers to receive alerts / emails if an agent has had auto-assigned enabled for X hours (configurable per group and/or agent). This would allow the manager to go in and manually disable auto-assign if needed.
(Maybe an overall workforce management system would better resolve this issue but that's likely a different request. This would be more of a stop-gap measure.)