Set Availability Status of a user group as 'Available' at a specific time of the day
Chetan Tiwari
Published:
10/09/25 1:08 PM
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Context: Live Chat cases which have received DSAT, get assigned to Client's CS Supervisor team directly at 8am the next day, through Business Hours Condition from a case update rule.
Use Case: To set status of a user group as 'Available' at 8am IST.
Issue: For assignement, the status should be 'Available' as per the work queue assignment logic. At times, the Supervisors skip/forget to do this step, especially if they are new, due to which the cases are assigned to whoever are in available status, skewing up number of cases assigned to them or projected v/s actual assigned number of cases.
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Tushar Sharma
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we can use login rule to change the status of the user to available as soon as they login in the morning