Use Calendar Days in Escalation affects this calculation. Define this field in Escalation Control. It displays in the Escalation Monitor.

Set Use Calendar Days in Escalation to Yes for the system to use calendar days to calculate Days Allowed in Status. The system adds the value of days allowed in status to the system date. After the system determines this date, it examines the service coverage days. If the calculated date is not a covered day—if it is a weekend or holiday, for example—the system changes the date to the next covered day.

Set Use Calendar Days to No for the system to use work days to calculate Days Allowed in Status. The calls’s service type defines valid service coverage days and hours. This method can result in a later date, and Escalation Monitor response time can increase due to extra calculations.