We have on-call schedules created and they are working fine. However, for one of our Workspaces, we have a group that would like the Agent Group to be notified of Urgent/High incidents during business hours to all agents of that group. The way the on-call schedules are made up, only one agent group can be assigned to one On-Call Schedule and within that schedule I cannot make separate condition of business hours vs. non-business hours.
Is this something that can be looked at as an enhancement? We have a workflow that directs incidents matching Urgent/High priority and differentiates the hours of business vs. non-business hours.
We don’t want to notify those who are not designated as on-call for non-business hours during the night.
Thank you for any guidance.
