Alan McKeown wrote:
Thanks for the quick response. I am not sure what you mean though when
you say 'The working hours you set are for your agents, not for your
customers'
Could you explain a bit more for me.
Customers are the people creating the tickets, agents are the people
taking care of the tickets and making sure the customer's problems
are solved. When you set the working hours, you set the working hours
for your agents, not for your customers. If you want to differentiate
on SLA's you'll need to look at something else than the working hours
settings (using different queues, etc.).
Nils Breunese.
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