Feature Request Summary:
I would like an API endpoint available for agents that can query other agents' statuses and capacity.
Description/Use Cases:
Using Omnichannel routing, it is possible to manage assignment to agents based on status and capacity. However, this does not prevent manual assignment. So anyone can assign a ticket to an agent who is "Out of Office" or at maximum capacity. To tackle this limitation in the agent workspace, an app would need an endpoint that can GET other agents' status and capacity.
Business impact of limitation or missing feature:
Handling time is severely affected when tickets are manually assigned to unavailable agents. If dashboards are not monitored in time,
Other necessary information or resources:
Expanding allowed roles for this endpoint would solve this feature request:
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!