SLA is not working as per The callers timezone
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07-17-2024 09:25 PM
Hello All,
We have defined an SLA with 8-5 weekdays excluding Holidays and the 'Timezone source' of SLA is set to 'The caller's time zone' and the schedule is set to floating. and the system timezone is in CST.
There are 2 users imaging A, B. A supports during CST hours (8AM - 5PM) and B supports during GMT hours (8AM GMT - 5PM GMT) and B's user record was updated to CST related timezone,
the task_sla is running commenly for A and B users being as callers and SLAs are running as per the system timezone.
Please let me know if we can configure single SLA defination for users who are supporing during different time zones.
Appreciate your time, Thank you
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07-18-2024 02:03 AM
Sorry Dinesh, I'm not fully understanding your question. What is it you're wanting to measure here?
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07-18-2024 02:27 AM
Hi,
SLA Definition there is OOB schedule for 8-5 weekdays excluding holidays, where the time zone is floating.
where floating means the TZ changes based on SLA definition TZ that you define. As per the case Caller Time zone.
Please mark it as Helpful, if the solution is fine
Thanks
Arun
