Route work items based on external schedules
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Mar 4, 2024 |
- | - |
Business value
You can route conversations to the right agents who are available according to their schedules, thus avoiding misrouting and delays in addressing customer inquiries.
Feature details
Configure assignment rules to route and assign cases and conversations based on agents' shift schedules that you can import from external workforce management (WFM) systems through a plug-in. By verifying agents' schedules in advance, organizations can avoid routing tasks to off-duty agents, and reduce the risk of delays. You can incorporate shift assignments and time-off considerations into the routing process to foster an employee-centric approach, and streamline operational workflows for productivity and improved retention rates.