If your support doesn’t operate 24/7, it doesn’t make sense for your helpdesk to take weekends into account in your SLA Levels. Otherwise, Monday morning SLA reports will be quite threatening. Same applies for holidays – you don’t want your Tickets’ SLAs to age when nobody’s working.
LiveAgent’s Business hours configures your SLA Levels to take action only during specified time periods with a possibility to exclude holidays.
Your helpdesk operates standard office hours 9-5, Mon – Fri. If a ticket is received at 4 pm on a Friday, then by 9 am on Monday it should be only 1 Business hour old.
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