A
Andrea Moretti
Business Problem:
Currently, agent availability must be managed manually, which makes it difficult to plan ahead for shift coverage—especially for businesses that operate 24/7 or have rotating schedules. This results in missed handovers, delayed responses, and inefficient workload distribution.
Desired Outcome:
Enable a built-in calendar or scheduling feature that allows admins or managers to define agents’ availability in advance (weekly or monthly). Based on the schedule, the platform should automatically:
  • Mark agents as available/unavailable.
  • Trigger relevant automation (e.g. shift-based routing or task reassignment).
Use Cases:
  • Customer support teams with rotating shifts (e.g. morning, evening, overnight).
  • Service businesses operating in multiple time zones.
  • Automatically adjust assignment logic based on agent availability without manual intervention.