How to add Agent Availability related fields in Automation

In this document you can get the details about the status, category, and condition of agent availability in automation.

Agent availability status

Agent Availability Status field is enabled in Update Trigger and Time Trigger automation.

By monitoring agent availability status, the administrators are allowed to:

• Identify potential bottlenecks
• Troubleshoot issues
• Optimize task allocation within the automated environment

Additionally, it helps in providing transparency and insights into the overall health of the automation system which is crucial for effective system management.

The following three fields are mandatory in Agent availability status:

• Online - The agent is active and ready to execute tasks.
• Offline - The agent is not active and cannot perform tasks.
• Away - The agent is online but not currently engaged in any tasks.

You can customize the status like Busy, Call, Break, etc. by clicking on Create Status in the agent availability status tab of the Admin module.

Agent availability status depends on the agent availability status category’s value.

Agent availability status category​

Agent availability status category field is enabled in Update Trigger and Time Trigger automation. The availability status can help in efficiently managing and routing incoming requests.

The following are the three fields in available in the agent availability status category:

• Online - The agent is ready and able to take on new tasks or assist customers.
• Offline - The agent is not currently logged into the system or is not available for any interactions.
• Away - The agent is temporarily away from their workstation or is on a break.

These statuses are essential for automation systems to make informed decisions about how to distribute tasks or requests.

Automation systems can use this information to route customer inquiries to available agents, manage workloads, and provide better customer service.

Is assigned agent available

“Is assigned agent available” field is enabled in Update Trigger automation.

The agent availability field is utilized in the automation to track the availability status of assigned agents. The following conditions and requirements apply to the Is Agent Availability field:

• If the rule has “Is Assigned Agent Available” should add the additional condition of “Assigned Agent” is not empty.
• If the ticket is assigned to an agent, then the condition Is Assigned Agent Available will work based on the availability of the assigned agent’s status category.
• If Agent Availability Status Category is Away or Online, then Is Assigned Agent Available is True.
• If Agent Availability Status Category is Offline, then Is Assigned Agent Available is false.

Rule creation steps

Use Case

In the ticketing process, customer satisfaction and convenience are of the utmost importance. However, there may be times when the assigned ticket agent is temporarily unavailable for few days. In such cases, it is crucial to take the required steps to ensure that the consumer receives uninterrupted services.  To resolve this issue, create a rule based on agent availability and in action you can either intimate the group regarding the agent unavailability or assign the ticket to some other agent. 

1. Select the Admin module.
2. Select Update Triggers from the Ticket Automation menu.
3. On the top of the screen, click Add Rule to begin creating a new rule.
4. Provide a suitable name and description for the rule on the Choose Condition screen. This information will help identify and describe the rule's purpose.
5. In the Condition section of the rule creation process, select these fields. This condition will be used to trigger the rule

6. Click Next to proceed and configure the 'set assignee' actions to be applied to the tickets when the condition is met.

7. After selecting the appropriate actions, click Add to save the rule and make it active.