Business hours

You’re in charge of your time schedule. Business hours can be setup to help your customers move around your schedule. Even the best agents need a break and not every business is capable to operate their help desk 24/7. 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.

Example of business hours

Setting up your business hours will allow you to get your agents some breathing room, inform customers when you’re next available and prepare for the next wave of customer support shift. In case your customers still want to contact you, they can do so by leaving you a message. A ticket will be created and you can get back to your customers whenever you’re next available.

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.

Knowledgebase resources

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