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.
I figured it out - I'd been updating their profile in Salesforce, not the Clients screen in RemedyForce Workspaces, which still reflected their original hours.