Sync calendar for Agent Availability

We were thinking it would be handy to be able to set agent availability by calendar. Rather than people having to toggle availability manually. So if your outlook calendar has you in a meeting then SolarWinds would automatically switch you to offline.

Alternatively how about something similar to the business hours you can set globally, but been able to set them on an individual level so you can add your holidays or meeting into it and then it making you unavailable.

Thanks

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Comments

smayher

We have a rotating queue so it would be great to have the agents "check in" on their queue days and "check out" at the end of the day. I'd like to also see who is available on/off in a widget or some other view.

smayher

It would be helpful if this feature had more visibility. From the customer's perspective, they select the virtual agent chatbot and have to type "live agent" to get access to a live agent. The agent has to set their availability ON to be reachable. But NOWHERE does it show this to the portal admins or other general view. There is no visibility to show there is an agent available at all to chat. If my whole team is offline because of a Team Meeting, then the customer should see an "away" message saying there aren't anyone agents currently available and direct them to submit a ticket or continue chatting with the virtual agent. As supervisor I cannot see if anyone on my team is set to available or turn on/off their availability if they forgot. It would also be great to synch availability to their Outlook calendars or make it easily accessible to toggle off or show busy if they actively working with a customer.