1 Reply Latest reply on Jan 10, 2018 1:10 PM by Lorraine Sanner

    Has anyone else had an issue with Record Assignment after a shift change?

    Lorraine Sanner

      Two of my agents changed their business hours, but the new hours are not reflected in Record Assignment - Staff Auto Assignment.


      Jake moved from "MidShift" to "Exclude Fridays," while Art moved from "Mondays off" to "MidShift."  All looks good until I apply a filter.




      As you can see, Jake is displayed when filtering for "MidShift," even though he's got Fridays off now.


      When filtering Exclude Fridays, Jake's not there:

      Ditto for Art:


      Tickets are not being given to Art on Mondays, while Jake is getting his full share on Fridays.  This is across the board for all queues using Record Auto Assignment.