dumindat7886 Member since 2019 2 posts
Posted: June 19, 2019
Last activity: June 21, 2019

SLA re-calculation and re-initiation inside an assignment.

i am currently working on a business requirement that involves SLA of the current assignment to be re calculated and re initiated without moving out of the assignment.

the goal and deadline gets calculated based of an action that is performed in the assignment. however this action does not advance the flow. nor does it take it out of the current assignment. i can verify that the new goal and deadline are being set but the SLA is not being picked up by the agent as a new SLA.

any idea on how to achieve this functionality?

***Edited by Moderator: Lochan to update platform capability tags***

Case Management
Moderation Team has archived post
Share this page LinkedIn