Configuring Ticketing Preferences for Inactive Agents

Configuring Ticketing Preferences for Inactive Agents

• In the Wavity platform, the Preferences feature is used to define actions when an agent becomes inactive or goes out of office.
• Actions to be performed when an agent goes inactive while setting up preferences.
  1. Reassign from Group: When the agent is inactive it will reassign the agent from the other group.
  2. Redirect Communication: Any new communication (such as ticket updates, emails, or chats) will be automatically redirected to other active agents or a designated backup.
• Setting up preference is easiest way in Wavity platform.
• Click on the Profile Icon.

• From the options, select the General.

• After selecting General from the options, you will be directed to the Platform Settings – General page.
• Navigate to the Ticketing tab and select Preference.

• Ticketing Preferences is performed in below scenarios:
  1. When Agent is  out of office.
  2. When Agent is removed from the Tenant.
  3. When Agent is removed from the Group.

• You need to select the appropriate option from the dropdown — either Reassign Group or Redirect Communication — based on the action you want to perform when an agent goes inactive.

• When an agent is removed from the group, you can only select the Reassign Group option.

• You need add the signature in content box while clicking on the question mark as shown in the below image.

• Copy the link as needed.

• Paste the link into the content box, click on the Save button, and your preference will be saved.