Hiding the Out-of-Office (OOO) Calendar:

Purpose:

This update allows organizations to tailor the visibility of the OOO calendar based on their specific operational setups. Particularly, for teams where agent availability is managed directly through CRM systems like Omni Channel, the OOO calendar in SupportLogic may not reflect real-time availability. To mitigate potential confusion arising from such discrepancies, administrators now have the option to hide the OOO calendar.

I

By configuring these settings, organizations can ensure that the Agent Insights interface aligns with their agent availability management practices, providing a clearer and more accurate representation of agent statuses.

Note: Implementing this feature requires that agent availability is managed via the CRM. Please contact our support team to enable this feature.