Change the value for agents being considered early or late
Change the value that determines whether an agent is early or late.
Before you begin
Role required: admin
About this task
By default, agents are considered early or late if they’re 30% early or late from the specified time. For example, if an agent is 18 minutes late to a one-hour task would be 30% late. You can change this percentage value. You can also switch from using a percentage to using minutes.
Warning: Don’t change any values related to the conditions or check types. Doing so will break the flows.
Procedure
Navigate to All > Process Automation > Flow Designer.
Select the Work order task progressed flow.
Set the value to minutes by entering a minutes value and setting the percentage value to 0.
Set a different percentage by changing the percentage value.
Note: Percentage is prioritized over minutes. If the percentage fields have a value other than 0, then percentage is used as the value even if a minutes value has been set.
Select Save.