Assigning Agents to CS tickets

Configuration tasks are assigned to agents based on their workload and their availability. Check the CS Ticket Workload schedule to determine who is on shift when the ticket is generated: https://sighten.atlassian.net/jira/dashboards/12065

In the example below, a CS ticket can be assigned to Nenad Monday through Friday from 8:30am-5:00pm Eastern Standard Time

Likewise, Elenito could be assigned as QA on a CS ticket Monday through Friday from 5:00pm-11:30pm Eastern Standard Time

*If there are multiple agents available, assign the ticket to the agent with the least amount of tickets in the ‘To Do’ status, Marko in the example below

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