Can somebody show me where to find newScale/Cisco documentation regarding task escalations?
We would like task escalations to fire when a task OLA is breached, i.e. x hours after the task is assigned to a queue. Is ths within the escalation rules?
It appears that escalations are not fired until the task due date. How are due dates calculated in regards to task start date and task OLA? How do the task OLA, service SLA, queue time zone/calendar settings, affect when the escalation notices are triggered?