We started to use the round robin feature for assigning tickets. This is a great feature however, the agents have to remember to take themselves out of queue when they leave. If they do not, tickets continue to be assigned to them. This can occur when an agent goes to lunch or leaves for the day. There is currently no way as an administrator to set the users queue status. My only option is to remove them from the round robin group and then remember to add them back.
