auto technican assignment from queue
... based on workload/round-robin/weighted and perhaps included a new feature option tech availability.
Techs (or their managers) should be able to set a tech "in" or "out", perhaps also allow a timed range (allowing future availability to be set i.e. vacation or doctors appointment or if your sick a day). When a queue request is going to be auto assigned, the availability of a tech should be checked before assignment, which would ensure requests are assigned to people that are off sick...
TJ
Techs (or their managers) should be able to set a tech "in" or "out", perhaps also allow a timed range (allowing future availability to be set i.e. vacation or doctors appointment or if your sick a day). When a queue request is going to be auto assigned, the availability of a tech should be checked before assignment, which would ensure requests are assigned to people that are off sick...
TJ