Call Center Closed During Escalation

The system continues to escalate cases even when the call center is closed. Depending on the escalation percentages, skill levels might not receive a case because it is escalated while the call center is closed. In this example, the skill level that receives the case when the call center reopens can manually reassign the case to the initial assignee. The initial assignee receives a full escalation interval, as long as there is adequate time in the time-to-close.