Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
There should be a way to buffer new tickets from being assigned to Support agents (30 second delay, 1 minute, etc.,)
What problem do you see this solving? (1-2 sentences)
Avoid overloading agents when they are the only agent available.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every morning
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, agents are getting slammed with tickets when they first sign in, but sometimes the discrepency in sign in from other agents is only a few seconds (ie., one agent signs on at 9:00 AM, the second signs on at 9:01 AM). Agent 1 will have x number of tickets and agent 2 will have 0
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Give us the ability to delay routing in some fashion
