Configuring Ticketing Preferences for Inactive Agents
Configuring Ticketing Preferences for Inactive Agents
In the Wavity platform, the Preferences feature is used to define actions when an agent becomes inactive or goes out of office.
Actions to be performed when an agent goes inactive while setting up preferences.
Reassign from Group: When the agent is inactive it will reassign the agent from the other group.
Redirect Communication: Any new communication (such as ticket updates, emails, or chats) will be automatically redirected to other active agents or a designated backup.
Setting up preference is easiest way in Wavity platform.
Click on the Profile Icon.
From the options, select the General.
After selecting General from the options, you will be directed to the Platform Settings – General page.
Navigate to the Ticketing tab and select Preference.
Ticketing Preferences is performed in below scenarios:
When Agent is out of office.
When Agent is removed from the Tenant.
When Agent is removed from the Group.
You need to select the appropriate option from the dropdown — either Reassign Group or Redirect Communication — based on the action you want to perform when an agent goes inactive.
When an agent is removed from the group, you can only select the Reassign Group option.
You need add the signature in content box while clicking on the question mark as shown in the below image.
Copy the link as needed.
Paste the link into the content box, click on the Save button, and your preference will be saved.
