We’d like the ability to set agent availability independently per channel, rather than having a single global status that applies to all of them.
Currently, when an agent is set to “Away,” they stop receiving both tickets (email/chat) and phone calls at the same time.
This makes it impossible to have agents who are dedicated exclusively to phone calls, if they go away to avoid incoming tickets, they also become unavailable for calls.
Our use case: we need to mark an agent as Away for email and chat tickets while keeping them available to receive inbound calls. This would allow us to designate phone-only agents without workarounds.
The ideal solution would be a per-channel availability toggle, so managers can configure each agent’s status for email, chat, and phone independently in HelpDesk.