Roster Management

The Roster Management module provides functionality to assign tickets to users which are currently available from the groups which are fetched by GenAI Studio based on ticket description. The assignment groups and users belonging to those groups are created. Then for the created users, shift is added, and leave can be applied. When a ticket appears in the queue, based on the ticket description, the assignation service fetches a suitable group to assign the ticket. Under the chosen group, the users which are available based on the shift and leave details will get assigned with the ticket in round robin fashion.