Business hours

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.

How to setup Business hours

LiveAgent’s Business hours configures your SLA Levels to take action only during specified time periods with a possibility to exclude holidays.

Example

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.