Question
I would like to change the business hours of my schedule. Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?
Answer
Adjusting business hours won't have a retroactive impact on ticket metrics and SLAs tied to operating times. This is because these metrics are assigned based on the current business hours at the time of their assignment, and remain unchanged even if the business hours are modified in the future.
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1 comment
Judy Correia
If a ticket moves between groups with different business hours (for example ticket came in assigned to Americas Group based on an organisations default group, but the ticket ends up being assigned to an agent in Europe Group) do business hours applied adjust to reflect Europe business hours vs America business hours?
What happens if agents in both groups are assigned to the same ticket over a period of time, how do business hours apply? Does it take into account the movement between groups?
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