Change the value for agents being considered early or late

Change the value that determines whether an agent is early or late.

Before you begin

Role required: admin

About this task

By default, agents are considered early or late if they’re 30% early or late from the specified time. For example, if an agent is 18 minutes late to a one-hour task would be 30% late. You can change this percentage value. You can also switch from using a percentage to using minutes.

Warning:

Don’t change any values related to the conditions or check types. Doing so will break the flows.

Procedure

1. Navigate to All > Process Automation > Flow Designer.
2. Select the Work order task progressed flow.
3. Set the value to minutes by entering a minutes value and setting the percentage value to 0.
4. Set a different percentage by changing the percentage value.
   Note:

   Percentage is prioritized over minutes. If the percentage fields have a value other than 0, then percentage is used as the value even if a minutes value has been set.
5. Select Save.