Agent Availability

Manage when and how your agents receive tickets to ensure balanced workloads and timely responses.

Agent Status

Agents can set their availability in the top-right corner:

Online: Available for new tickets and live chats

Away: Temporarily unavailable (shown to customers in chat)

Do Not Disturb: No new assignments or notifications

Working Hours

Each agent configures their working hours:

Go to Profile > Working Hours

Set daily start and end times

Select working days

Set timezone

Auto-Assignment and Availability

The auto-assignment system respects availability:

Only online agents receive new tickets

Agents outside working hours are skipped

Load is balanced based on current open ticket count

Assignment Strategies

Configure how tickets are distributed under Settings > Ticket Assignment:

Round-robin: Equal distribution in order

Load-balanced: Fewest open tickets get next assignment

Skill-based: Match ticket tags to agent specialties

Capacity Limits

Set maximum concurrent tickets per agent under Settings > Ticket Assignment > Capacity. When an agent hits their limit, they are removed from the assignment queue until they resolve or close tickets.

How to Manage Agent Availability and Schedules