Round Robin - option to consider agent work schedules
In our company, we use a Round Robin rule via sequential assignment to split incoming tickets across multiple agents. All these agents work full-time, but we may have part-time agents in the future. It would be great if there was a feature to specifiy not to assign tickets to Agent X on a Friday, for example, as it is their non-working day. Basically having more granularity on who is included on the Round Robin at different times, to avoid situations where lots of tickets are sitting with one agent and are not being looked at.
We already remove agents from the Round Robin temporarily during longer periods of planned leave, but if we have situations where people have set days of the week they are not working, this would be a great feature.