ervin jason

Yes, old tickets and the metrics that were already recorded on those tickets won't be affected. New schedules will only apply moving forward to newly submitted tickets, and to metrics that have yet to be recorded on ongoing conversations/tickets.

This makes it much clearer. Thank you!

Hi Gab,

Thank you for clarifying it.

New schedules won't affect the historical data and won't be applied on older tickets.

Okay. I understand.

Ticket metrics like First reply time recorded on tickets won't be adjusted/changed when you create a new schedule

Got it.

it will only apply on tickets and our ticket data moving forward.

You lost me on this one. What does it mean? You said 'New schedules won't affect old tickets in any way, shape or form, that's how I understood it. Then you're saying it will apply on tickets and 'our ticket data'. This needs a bit of clarification.

Thanks

I set our agent schedules for 9am - 5:30pm, however, but I arrived there was no schedule set. When I pull data from before the schedule was set, will the new schedule apply to it? 

For example: if I set the schedule in 2020, Alight Motion Mod Apk, video editing app support pulled First Reply Times from 2019, would the schedule be applied to it after the fact?