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SLA-Different working hours for Teams and SLA should breached in product level

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edited Mar 19, 2019 10:21AM in Agent Desktop 6 comments

Summary

SLA-Different working hours for Teams and SLA should breached in product level

Content

Hello All,

We have two groups and the working hours as below

1. Group A --->24/7
2. Other Groups----> 8 AM to 9 PM

The resolution time should be based on the products.

For example - Product1, product 2 have a resolution time of 2 hours.


If the incident is assigned to Group A with product 1 at 8 PM, then it should escalate in 2 hours that is fine for the contact center team since they are having 24/7 working hours.
Suppose, the Group A team member assign the incident to other groups at 9 PM but they won't work on the incident since their working hours are 8 AM to 9 PM but the incident is escalated already. 

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