I would like to be able to perform multiple actions when an SLA or time period is passed.
Specifically, if a response is not given within X business hours and an agent has not been assigned, set/change the group, set an agent, set a tag and a note.
The SLA system only looks at the time, not time and if agent assigned AND it's only action is to assign an agent.
I can create a supervisor automation that looks at time since creation and if an agent is assigned BUT the time is calendar hours and i need it to be business hours.
So, I would think it would be a good thing if :
A) the SLA process could call a scenario automation (for multi step actions)
B) if the "time since" check in Supervisor automation could have a flag to be business hours.
This would give a great deal more power to the customers and would involve only minor code changes as the automation processes are already there to be called.