Guest Paul Alexander Posted July 25, 2017 Share Posted July 25, 2017 Could there be a setting which, when an analyst marks themselves as on holiday, people cannot assign any new calls to them please? I know the Service Desk admin can go in and change the 'assignment' setting in the admin tool, but having this as an option when the analyst marks themselves as on holiday would make this a lot easier for us. thanks Link to comment Share on other sites More sharing options...
Paul Morrow Posted July 25, 2017 Share Posted July 25, 2017 Top right corner under users status there's the settings cog. We click on that and then set status again at top right. Link to comment Share on other sites More sharing options...
Guest Chaz Posted July 25, 2017 Share Posted July 25, 2017 If you do set your availability in Hornbill as @Paul Morrow has highlighted, we actually display this information when trying to assign a request: Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 25, 2017 Share Posted July 25, 2017 Hi @Chaz and @Paul Morrow Chaz, I can't see your attachment unfortunately, but we don't get any messages pop up when we try to assign to an analyst who is set to 'do not disturb' o 'on holiday'. Is this a setting somewhere? thanks Link to comment Share on other sites More sharing options...
Steve Giller Posted July 25, 2017 Share Posted July 25, 2017 It's not a pop-up, where you start typing the name to assign the call, and the dynamic drop-down of names appears the status appears next to the name. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 25, 2017 Share Posted July 25, 2017 Ah....ok. Thanks @DeadMeatGF Does anyone think that an option to prevent assigning calls to analysts whose status is 'do not disturb' or 'on holiday' might be a good idea? Although the status message is handy, it doesn't prevent anything and we're still getting calls assigned to people who won't have a chance to deal with it for possibly a couple of weeks. I know that 'education' reinforced by baseball bats might work, removing the 'assign' option might be a little less messy..... Link to comment Share on other sites More sharing options...
Steve Giller Posted July 25, 2017 Share Posted July 25, 2017 I always prefer the 'education' option ... Link to comment Share on other sites More sharing options...
Victor Posted July 27, 2017 Share Posted July 27, 2017 @Paul Alexander @DeadMeatGF now I understand why the sales reports are showing quite a big gap between sold baseball bats and baseball balls... 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 1, 2017 Share Posted August 1, 2017 Hi @Paul Alexander Have you had a look at the BPM options for auto assigning? There is the Assign on Round Robin Basis operation which will take into consideration the availability of the analyst. Regards, James Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 9, 2017 Share Posted August 9, 2017 Hi @James Ainsworth Sorry for the late reply.....it's holiday season! Yes, I've looked at the Round Robin assigning in the BPM, however this will only work for new requests, and doesn't help when calls are being reassigned (which is the problem we're having at the moment....PEOPLE are trying to reassign calls to other staff who are showing as on holiday. Again, I realise that having staff who could read and take notice of another analyst's status would be nice, but apparently we can't have it all Link to comment Share on other sites More sharing options...
Steve Giller Posted August 9, 2017 Share Posted August 9, 2017 Maybe you could try the old 1950s army "group punishment" option? Have a webhook set up for reassignment, if a call is reassigned to an analyst who is marked as away you utilise the api to log a really unpleasant job (cleaning the Dorito crumbs out of the keyboards?) to everyone and make the whole team suffer? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 9, 2017 Share Posted August 9, 2017 haha...as an ex-squaddie there's a lot of encouragement tactics I'd love to try (cutting the grass with a pair of nail scissors, cleaning the toilets with your toothbrush etc...) but apparently they're frowned upon these days! Didn't do me any harm...apart from the gnarled knuckles from trying to keep hold of the scissors when it's raining, and really bad breath because I was too tight to buy a new toothbrush......it's all character building stuff ! Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 9, 2017 Share Posted August 9, 2017 @Paul Alexander We do have a change in our backlog for including the Round Robin assignments as part of the Assign Action on a request. Not scheduled yet, but maybe this will help contribute to improving this. Regards, James Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 10, 2017 Share Posted August 10, 2017 @James Ainsworth That Round Robin option outside of a BPM would be a really handy option. I look forward to it! (i need to get out more ) thanks Link to comment Share on other sites More sharing options...
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