Configuring business hours

Business hours define when your agents are available to handle requests. You may have different teams or groups working across various time zones, regions, and shifts, which means they have different working hours. You can set unique business hours for each group, ensuring that their service level agreements (SLAs) match their actual working hours.

Note: Business hours define a group’s working schedule for SLAs. Agent Availability is an individual agent status that agents control from their profile. Round-robin assignment uses live Agent Availability to skip agents marked Away, even when business hours define the broader working schedule. To learn more, see Manage agent availability.

For example, say your IT operations are split between the US and Singapore teams and handled in the following shifts:

• 9 AM to 5 PM EST, handled by the US team (Day shift)

• 5 PM to 1 AM EST, handled by the US team (Swing shift)

• 1 AM to 9 AM EST (2 PM to 10PM SGT), handled by the Singapore team (Night shift)

By defining business hours for each shift, you ensure that SLAs account for the team's working hours. So, if your US team works from 9 AM to 5 PM EST and a request is assigned to them at 6 PM, the SLA will pause until their next working day.