Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We need the ability to turn off auto-reassignment when an agent is offline
What problem do you see this solving? (1-2 sentences)
In our business the MTTR is significantly higher than in a traditional Contact Center. Therefore we need the tickets to stay assigned on the particular agents for days, even if they are offline
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Daily basis and it requires manual reassignment
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We have increased the log-out time significantly but that does not solve the problem permanently.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
There should be a toggle in settings to turn on/off auto-reassignment when an agent is offline
