Skillset Service Mode Hours not working

[adminkirk]

Hi all,

I have a call center made up of multiple skillsets. The other night, the customer service agents noticed that their skillsets were still accepting calls after the time they thought the system was set to for night mode. It was about 6:30PM on Friday when they saw this.

Skillset 1: Mon-Sun (Day Start is 08:00 and Night Start is 17:00)
Skillset 2: Mon-Sun (Day Start is 08:00 and Night Start is 19:00)

Skillset 2 was not accepting phone calls--the caller would hear our "Please call back during normal business hours" message. Skillset 1 was open though.

Is there a global level setting that might be having an effect on these times? Any info on setting times for SSs to start and stop would be great!

Thanks again!

 

[cook1082]

It use to be in the F982 had to be set to auto.