we have an calender with our servicetimes and 3 sla settings.
sla works great but 2 questions we have:
the escaltion warning send 15 minute before the escalation comes.
Is this time changeable like to one or 2 hours ?
the escalation renew notification on the next day, runs in the night at 0:00 aclock. this is not praticable for agent with an handy.
is it possible to change this renew notification to 8 aclock in the morning or to our service time in the calender?