Redistribution of current agent cases

If an agent has several open cases or active chats, but needs to leave for a break or take another urgent task, you can create an automation rule that, for example, when adding a certain label will redistribute cases among other agents. This will allow the agent to avoid waiting for all chats to end or for all open cases to be processed, in which he or she is set as an assignee.

Since the automatic distribution allocates assignees in alphabetical order, the current agent can be reassigned if it is his/her turn. To avoid such a situation, add the "current assignee" option in the "except" field, so that the agent who needs to pass the case to a colleague will not remain the assignee in it.