Dear WHD Development team
Our business(Bank Of Abyssinia Customer Support) is highly affected by the newly updated version(12.7.12) changes Which is 'Out Of Office'.
We have got the following major problems on 'Out Of Office' option.
1. A technician can select back up tech. Solution A team Leader must assign who should replace the absent employees. A technician just expected to submit that he will be out of office.
2. A technician can only select one back up tech. Solution It would be good if a technician will select a tech group so that tickets will be assigned to one of the live agents in that tech group.
3. If a technician who submit 'out of office' option stays out of office longer than the submitted date and time, tickets will be assigned to that agent immediately after that date and time. Solution there should me a method to check or uncheck the active 'out of office' option
4. Recommendation: It would be nice if Vacation and 'out of Office' settings work parallelly. Both options are necessary for different kinds of businesses. So Please let them exist together.