11-17-2011 05:28 PM
Service Group Review Escalations
We have a queue with a Mon-Fri 8 hour schedule with no weekends. The initial escalation set at 0 is firing off as expected. However, the next escalation with is set to 168 hours is firing off about 2 weeks later. The 3rd escalation which is set to 120 hours if firing off 7 days or 1 week after the 2nd one.
How are escalation hours calulated? Is it based on an 8 hour day, 24 hour day, 5 day week, or 7 day week?
11-17-2011 05:28 PM
Hi Liz,
There is a post on this site where you will find the answer to your question about the schedule used by RequestCenter to send Escalations here.
11-17-2011 05:28 PM
Fred and I checked that out and I'm afraid we may have a "defect". He'll probably be logging it soon. Thanks for your help!
11-17-2011 05:28 PM
How it was explained to us, this is a 24 hour clock, we have a similiar setup and it seems to be working.
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