After hours are still considered in SLA

Farzaneh Shalbaf Hosseinabadi

Hi there,

We have predefined first time to response and time to resolve which our agents have to make. Time zone, working hours and public holidays are set in SLA calendar. However, after hours are still considered making our SLA useless. Do you have an idea why this is happening? And how I should fix it?  

Susan Hauth

Hi,

Do you think you could past in your calendar and SLA rules so we could help figure it out?

Susan