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When looking at the case assignment recommendations, why do some of the time overlaps say 12am-12am?

Modified on Tue, 6 Jun, 2023 at 11:36 PM

The time overlap is determined based on the agent's first and last respond on cases. Therefore, if it is 12 am and 12 am, we would not have any information on that specific agent's support tickets.

The timeframe will be defined, if we have support ticket responses are sent by agents.

When shifts are set up, this is handled more precisely because the shift timing will be utilised to assign cases. Our model examines the past casesto determine when the agent typically responds to cases.

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