We currently use Verint (monet) for our scheduling solution for our agents. Curious if anyone is using Verint and has figured out how to have auto-ticket assignments work in conjunction with team member's daily schedules.
We use Round Robin right now however it is a lot of manual adjusting. Ideally we have Verint and Zendesk "talk" to each other and assign tickets based on availability.
ie. don't assign tickets when they are on break, don't assign Critical tickets when they are currently scheduled for chats
Has anyone used something that works well?