Inc not call to first line

I have set schedule online support via phone on Call L1, L2, L3
but have some problem when I have alert but not call to L1 then wait a 15mins will raise to L2 support and have to call in normally.
In timeline log show Call L1 not response then call to L2.
I already test to reassign to Call L1 can call normally

Pls help to check? how can I verify?


Your request is not so clear. From what I see. the Escalation Policy was followed as is expected. Please can you clarify what your expectation is.


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