On the Agent dashboard screen, does the response and service times take into account the Default schedule SLA times? That way they match what the operations hours of the help desk are?
The Dashboard existed prior to work schedules. I would be shocked if the dashboard took hours of operation into account.
ntozier LOL. Understood. I was trying to figure out why some of the times looked off, and I started wondering if SLA times/hours of operation were not being factored into them.
