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Working Hours

Configure your organization's working hours for accurate SLA calculations.

Why Working Hours Matter​

Working hours affect:

  • SLA time calculations
  • Response time metrics
  • Resolution time tracking
  • Agent availability expectations

Configuring Working Hours​

Accessing Settings​

  1. Navigate to Settings > Working Hours
  2. View current configuration
  3. Click Edit to modify

Daily Schedule​

Configure each day:

FieldDescriptionExample
DayDay of weekMonday
Start TimeWork begins09:00
End TimeWork ends18:00
WorkingIs this a workdayYes/No

Standard Configuration​

Typical business hours:

DayStartEndWorking
Monday09:0018:00✓
Tuesday09:0018:00✓
Wednesday09:0018:00✓
Thursday09:0018:00✓
Friday09:0018:00✓
Saturday--✗
Sunday--✗

Extended Hours​

For support with longer hours:

DayStartEndWorking
Monday07:0022:00✓
Tuesday07:0022:00✓
Wednesday07:0022:00✓
Thursday07:0022:00✓
Friday07:0022:00✓
Saturday09:0017:00✓
Sunday--✗

24/7 Support​

For around-the-clock support:

DayStartEndWorking
All days00:0023:59✓

Timezone Configuration​

Setting Timezone​

  1. Go to Settings > General
  2. Select Timezone
  3. Choose your timezone

Timezone Impact​

  • All times displayed in configured timezone
  • SLA calculations use this timezone
  • Users see times in their local timezone
  • Reports respect timezone setting

Multiple Timezones​

For global teams:

  • Set primary timezone for SLA
  • Users see converted times
  • Consider follow-the-sun support

Break Periods​

Configuring Lunch Breaks​

If your team has standard breaks:

Option 1: Ignore breaks (simpler)

  • SLA counts all working hours
  • Small breaks don't significantly impact

Option 2: Exclude breaks

  • Configure split shifts
  • Morning: 09:00 - 12:00
  • Afternoon: 13:00 - 18:00

Impact on SLA​

  • Excluded breaks don't count toward SLA
  • More accurate but complex
  • Most organizations skip this

Multiple Schedules​

When Needed​

Different schedules for:

  • Different groups
  • Different service levels
  • Regional teams

Future Feature​

Currently, one schedule applies to all. Multiple schedules planned for future release.

Workaround​

Use per-tier weekend settings to differentiate:

  • Tier 1: Include weekends
  • Other tiers: Exclude weekends

SLA Calculation Example​

Scenario​

  • Request created: Friday 4:30 PM
  • Working hours: 9 AM - 6 PM
  • Weekends: Not working
  • SLA Target: 8 hours

Calculation​

PeriodHoursCounted
Fri 4:30 - 6:00 PM1.5✓
Fri 6:00 PM - Sat 9:00 AM15✗
Saturday24✗
Sunday24✗
Mon 9:00 AM - 3:30 PM6.5✓

Result: SLA due Monday 3:30 PM (8 working hours)

Displaying Working Hours​

For Agents​

Dashboard shows:

  • Current working status
  • Hours until end of day
  • Next working period

For Managers​

Reports include:

  • SLA compliance by working hours
  • After-hours activity
  • Peak hours analysis

Best Practices​

Setting Hours​

  1. Reflect reality: Set actual support hours
  2. Be consistent: Same hours daily if possible
  3. Communicate clearly: Users should know support hours
  4. Build in buffer: End a few minutes before actual close

Managing Changes​

  1. Announce changes: Notify users before changing
  2. Update documentation: Keep records current
  3. Train team: Ensure everyone knows the hours
  4. Review impact: Check how changes affect SLA

Seasonal Adjustments​

Consider:

  • Holiday seasons (reduced hours)
  • Summer schedules
  • Special events
  • Emergency coverage

Troubleshooting​

SLA Seems Wrong​

Check:

  • Working hours configuration
  • Timezone setting
  • Holiday calendar
  • Weekend settings

Time Calculation Off​

Verify:

  • No overlap in times
  • Start before end time
  • No gaps unintentionally
  • Timezone correct

After-Hours Activity​

Note:

  • Actions after hours still logged
  • SLA just doesn't count until working hours
  • Timestamps accurate regardless