Originally Posted by
Mike_Paris
I know this could be related to last-minute cancellations or no-shows, but it seemed strange. This confirms that the TA in off-times may not be as useful as we would like.
Responses off-business hours and during thr weekend are done mostly by the PSL agents, though in theory at least a more experienced and empowered agent is nominated to deal with Ulti requests.
So, during off hours, I've found email works better than phone calls for non-standard requests because while some PSL agents can handle the Ulti requests, not all can. But the ones answering emails seem to be able to do things regular TA can.