Out of office synchronization
No more assignment of tickets to agents that are not in the office. Keep your tickets processed in time by having your agents informed who is available.
Take existing information on the absence from your MS Exchange, HR system, etc. and update the agent preferences.
It's just a simple CSV file which can be created everywhere. This file and some automation do the trick.
Have the information on every agent available who is absent, logged in or logged out wherever the name is shown.