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Dynamically set escalation time in business rules

Received Response
edited Jan 23, 2020 12:54PM in Agent Desktop 1 comment


Dynamically set escalation time in business rules


Hello Everyone ,

Currently we have a requirement regarding the escalation time for particular SR

for example based on some product , category sub category, SR is assigned to an agent and escalation level 1 is set after 48 hours
but to resolve that SR agent is booking a appointment with a technician which is not stored in system and appointment booked for after 5 days Now our requirement is once agent put the appointment date-time on SR, escalation level 1 time which we sat for him should pause and continue after the scheduled  appointment date time.

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