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EngincanY Member since 2018 67 posts
Tekfen Holding
Posted: 1 year ago
Last activity: 1 year 4 months ago
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SLA and Calendar relation

Hi,

I defined an SLA and during testing I have noticed that when user's business calendar time zone is set to Europe/İstanbul, the assignment is routed to user's work group manager as he is unavailable. However when I change the business calendar time zone to America/New York, the assignment is routed to user's worklist.

Operator is available to receive work and I check the availability on the assignment shape.

Can anyone describe the relationship between SLA, operator's time zone/calendar preferences and Business Calendar ?

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