Hi

So we have a helpdesk of 4 people who work a shift rota as per below:

7am-3pm

9am-5pm

10am-6pm

2pm-8pm

An example of what I am looking to do is below:

From 7am to 9am I need the system to only assign calls to 1 person who is online and started at 7

From 9am to 10am I need the system to only assign calls to 2 people ( 1 that started at 7am and 1 that started at 9am)

The issue is that when Auto assign is on, it assigns calls to all 4 technicians even though 2 of those are not in the office. Is this normal? Has anyone encountered this issue and if so is there a solution?

I understand that there is a feature in the road map for down the line but ideally I need a solution now.

Also it is not possible to configure this in the Calendar as it will only allow for daily entries and not hourly entries. How then does one put a technician on a half day??

Cheers