What are reassignment hours in a team?

This article will help you understand how to set up reassignment hours in a team.

Reassignment hours are the time period selected for reassignment of records to other team members, users or queues when the team is not in its business hours(not active). 
This is the time period when the team's SLA policy for outside business hours will be checked. If SLA policy for outside team’s business hours expires, reassignment will take place.

Steps for setting up reassignment hours in team:

  1. Open the Team page in the People section.

  2. Click on the team for which you want to set SLA.

  3. Click on the Reassignment Hours. This opens a dialogue box where you can specify when reassignment will occur when the team is not active or not in its business hours.

  4. Enable the checkbox Apply to all Days if you want the same time periods for reassignment on all days of the week.

  5. If you want different time periods for each day, select the day of the week and then set the time period.

  6. For selecting the time period we have two options:

    1. Custom Schedule: Enabling this checkbox will allow you to select a particular time period in a day by selecting the start time and the end time for reassignment.

    2. All Outside Hours: Enabling this checkbox will allow you to select the whole day for reassignment.

  7. Click on Save.

You can now set the SLA Policy time for Outside buisness hours for this team used in any Route To Team component. 

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