Team - set a minimum number of technicians
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Sarah Dockendorf
Ability to set a minimum number of technicians available before offering time to client.
Scenario based on attached example:
- You have a team of 4 technicians that operate in a phone queue
- Supervisor would like to have any 1 of the 4 technicians available to answer incoming customer calls
- 3 of 4 of the technicians are already booked at 8:45 AM
- Offering 8:45 AM to the client would book 4 of 4 technicians and prevent any availability in the phone queue
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Shannon Gomes
I think this is similar to the "Always Allow 1 Team Member to be Free" request.
Jason Casuga
Sarah Dockendorf, would it help if each user had custom availability set to not be schedulable during their "phone queue" time? In the screenshot below, the user is not available on Monday from 7am to 9am b/c they're handling the call queue at that time.
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Sarah Dockendorf
Hi Jason Casuga, I think the idea is to have one person available at all times, but this person may change by the hour, depending on who has scheduled appts and who does not.
For Example: If 4 techs are grouped as part of the blue team - let's say 3 techs have scheduled meetings that include 9:30am-10:00am - it would then not allow the 4th person to be scheduled for that time - it would automatically adjust the 4 techs availability to exclude that time so they would be available for the call queue. If no one has scheduled appts, then they are all available for the call queue and round robin the calls. Hope this explanation helps.