Work schedule

Restriction. By default, only the queue owner can configure a queue.

Work schedules allow you to set up the timeframe for when the SLA rule applies. The SLA timer will not work during non-work hours. You can select one of the pre-set schedules for the rule or create your own.

Creating work schedules

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the Work schedule tab.

  4. Click Create schedule.

  5. Click the icon and enter the schedule name. Click to save the name.

  6. Select your time zone.

  7. Specify the general work schedule.

  8. Select the dates for weekdays and weekends when the schedule should deviate from the norm. To do this, click Configure exceptions and set the following parameters:

    • Select a country to apply your region's business calendar.

    • Add exceptions if your work schedule differs from the business calendar.

  9. Click Save.

You will be able to view the schedule you created in the My schedule section. Other users will not be able to view or use your schedule.

Editing work schedules

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the Work schedule tab.

  4. Click the name of the schedule you need.

  5. Click Edit.

  6. Make your changes and then click Save.