We use round robin auto assign for our calls, but it's frustrating to use in terms of coping with technician unavailability.

It would be nice to be able to use the calendar to mark technicians unavailable and have the auto-assign take this into account. But for some odd reason it only takes into account the day the call SLA becomes due and not whether the technician is actually available when the call is raised. This seems very odd behavior to me.

Since all our calls come in with a default long SLA, this means using the calendar is useless to us and we have no better recourse than to try and remember to manually edit the 'exclude technicians' list on a daily basis.

I'm aware that there's a new feature to allocate calls only to signed in technicians but we often have cases whether they are available but not signed in (e.g. travelling between sites) so it's not a huge help.

Does anyone have any suggestions as to how we could make this work for us ? Or why it works how it does with leave ?