When the collaboration is over and the issue is resolved, close the swarm from the swarm’s Slack channel. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on agents’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports.
- In Slack, from the swarm thread that you want to close, select Finish Swarming. You can also use the /service-swarm-close slash command.
- If applicable, select the swarm that you want to close.
- Optionally add members that weren’t accounted for to give them credit for collaborating in the swarm.
- Select Finish.
You can still add members to a closed swarm. Doing so reopens the swarm, adds a new swarm request, and sets the swarm record status to In Progress.