BR|SP|Francisco Yamauti|GN|PTBR|EX

That makes a lot of sense =) 

We will run some tests here to tweak around biz hours, but I'm pretty positive it will work pretty similar to what you guys have over there. 

Cheers =D

Hello Mat! Thanks for the insights!

From your example I get the notion that you guys are operating across time zones as well, were you able to set up different business hours rules for it to work independently ? (so that no matter what country the service is being tackled on, it would make sense to the agent's schedules)