Hi Will, I am using Behavior Score for my Relative Urgency setup and I when looking at record activity I see that when a record's Behavior Score increases, the Urgency value increases by the same amount, but what I'm having trouble identifying is the calculation the determines the decrease in a record's Urgency value goes down. It looks like the Urgency value decreases after a record has a period of inactivity, but I've looked at several records and it seems like the criteria for Urgency value decreasing is all over the place. I found the following while looking at the activity for several records: Record 1: 3 days inactivity. Urgency: 63 to 10. (3 days, 63 pts) Record 2: 2 days inactivity. Urgency: 77 to 74. (2 days, 3 pts) Record 3: 1 day inactivity. Urgency: 46 to 42. (1 day, 4 pts) 24 hours later, the Urgency value decreased again (more day of inactivity). Urgency from 42 to 40. (1 day, 2 pts) Total: 2 days, 6 pts Record 4 - 2 days inactivity. Urgency: 58 to 42. (2 days, 16 pts) A few days before: 0 days inactivity. Urgency: 55 to 46 (0 days, 9 pts) So there doesn't seem to be a solid algorithm for the decrease in Urgency, but I'm probably missing something. Any insight is appreciated!
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