Hi, I have created a set of escalation agents that are used in GenericAgent as I needed granularity for each ticket/queue. I do, however, have a small problem that I cannot seem to find the answer to. When using the in-built escalation system on a queue I believe that the calculations used can take into account days of the week, working hours and holidays using TimeWeekdaysCounted, TimeWorkingHours and TimeVacationDays. Obviously this is great when calculating a 4 hour escalation period should a ticket come in over the weekend. If I use GenericAgent and TicketCreateTimeOlderMinutesto calculate the age of a ticket will it take the above exceptions into account? If not is there an easy way of calculating this in GenericAgent. Many thanks, Dean