Author Topic: SL calculation for period of time  (Read 388 times)

Offline marmota

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SL calculation for period of time
« on: July 24, 2020, 11:13:33 PM »
Hi!

We need to calculate SL during specific working hours (let's say 6am-8pm) so that calls that come during non-working hours are not considered at SL. Can you advise best approach how to do that?

1) limit working hours at routing (we don't want to go to this option);
2) apply User data to calls that come at non-working hours and then use it to clarify whether to calculate a call at SL;

Any other/better options?

Offline cavagnaro

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Re: SL calculation for period of time
« Reply #1 on: July 25, 2020, 06:16:09 AM »
Get the query by hour and just consider the hours you need.

Marked as best answer by marmota on July 27, 2020, 04:18:10 PM

Offline hsujdik

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Re: SL calculation for period of time
« Reply #2 on: July 26, 2020, 01:36:53 PM »
What kind of report are you considering? Real time (Pulse?)

If so, I like your own idea of using an User Data for filtering.

Offline marmota

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Re: SL calculation for period of time
« Reply #3 on: July 27, 2020, 07:17:47 AM »
Thanks for advises! Will use User Data then.