Customer Guide - Understanding Agent Out of Office
Overview
Information for Customers about how Out of Office Assistant ensures continuous service when support agents are away.
🎯 What This Means for You
✅ Continuous service during agent absences
✅ Clear communication about availability
✅ Automatic reassignment to available agents
✅ Maintained SLAs and response times
What to Expect
When Your Agent is Away
Automatic Coverage: Your requests are reassigned to available agents
Professional Messages: Clear notification about who's handling your request
Same SLAs: Response times remain unchanged
Seamless Handover: Covering agents have full access to help
Typical Messages You'll See
- "Thank you for your request. John Smith is currently out of
- office until December 20th. Your request has been assigned
- to Jane Doe who will assist you promptly."
Common Questions
Q: Will my request be delayed?
A: No, coverage ensures normal response times are maintained.
Q: Can I wait for my regular agent?
A: Yes, for non-urgent requests you can specify this preference.
Q: How do I know who's handling my request?
A: You'll receive notifications with the covering agent's name.
Escalation Options
Covering Agent: Your primary contact during absence
Team Lead: For complex issues or concerns
Service Manager: For major service issues