Out of Office

Out of Office entries inform the Distribution Engine when team members are not available for distribution. While out of office, active users will not receive assignments from any team. Managers can enter OoO entries on behalf of team members, or team members can create entries for themselves.  Salesforce calendar can be synced to the Distribution Engine Out of Office calendar.

Out of Office is intended for short periods of absence for a subset of users, such as annual leave. Consider using Distribution Holidays for national holidays and other events that affect regions of teams.

A team member will need a managed package license and a permission set to access the Out of Office page. 

Out of Office List

To view the Out of Office pages from the Distribution Availability tab, click the Out of Office option from the vertical navigation if not already selected.

This will display a list of Out of Office events for your org. For each event you can see the dates that the out of office event runs, the user it affects, how many teams that user is a member of (hover for a list), the reason for the absence and the timezone the OoO applies to.

By default, only upcoming out of office events are shown. You can see past out of office events by using the time filter at the top of the page.

Additionally, you can filter the list by team and use the quick filter to find specific users easily.

Out of office records can be edited and deleted from the row menu for each entry.

 

Adding an Out Of Office entry

From the Out of Office list, click the Add Out of Office button. This will show the New Out of Office dialog.

Clicking the team member picker will let you select one or more team members. You can use the team filter or the name filter to quickly find specific users.

Once you have selected a user, you should populate the following fields:

  • Reason - Why the user(s) are out of office.
  • Start date / time - When the out of office period begins. The all-day checkbox signifies that the event starts at midnight on the chosen day. If the event is not all day, enter a start time.
  • End date / time - When the out of office period ends. The all-day checkbox signifies that the event ends at midnight on the chosen day. If the event is not all day, enter an end time.
  • Timezone - Select the timezone this out of office period should use. Defaults to the target user's timezone.

 

Add Queue Out of Office

If you are using Q2Q teams, you can add an out of office for queues from the dropdown next to Add Out of Office. This will stop a queue from receiving any assignments for the specified time period.

Calendar Integration

You may optionally configure Calendar Integration which allows you to synchronize your Salesforce Calendar to Distribution Engine Out of Office entries. 

How did we do?

Shift Hours

Distribution Holidays

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