When skill-based, load-balanced routing is enabled with “assign to available users only,” tickets that arrive outside business hours remain unassigned. We need an option to automatically assign that after-hours backlog to the right agents as soon as business hours resume using the same routing rules (skills, teams, and distribution logic).
Problem
- Overnight and weekend tickets land in the Unassigned queue and stay there at opening time.
- Leads to manual triage every morning, delays first response, and creates uneven workloads.
- Undermines SLAs aligned to business hours because the “clock” restarts at open but assignment doesn’t.
Business impact
- Slower time to first response at the start of each day.
- Morning spikes for managers who must manually reassign.
- Uneven agent utilisation and diminished adherence to skills-based routing intents.