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NextGen HR Helpdesk: Multiple availability schedules for different time zones
Summary:
Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand Agents servicing all the queues. The Availability Schedule for both countries is the same, with Australia having extended hours during daylight saving periods.
Entitlement rules for the SLA's and milestones would be the same for both countries, however should be applied according to the time-zone of the agent.
I understand from Subscription Management configuration, multiple schedules can be configured (I've configured the Australia availability schedule including the extended hours) and use it within a Standard coverage.
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