Setting your availability for case and task assignments

As a case agent, set your status to Unavailable if you are not available or if you are out of office. When you set your status as unavailable, the system automatically reassigns new cases and tasks to available agents. This ensures that new cases and tasks are assigned to available agents during auto assignment and round robin assignments.

To set your availability

  1. Click 2008_ProfileIcon.jpg.
  2. Select My availability 21_3_AgentAvailabilityIcon.jpg, and clear the Available for assignment check box.
    Important: By default, the Available for assignment check box is selected and your status is set to Available.
  3. Click Apply.

Results

A message that you are not available for assignment is displayed in a banner in the application:

21_3_AgentAvailabilityBanner.jpg

Related topic

Navigating-BMC-Helix-Business-Workflows

 

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