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