Work schedule
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. Outside the working hours, the SLA timer will be idle. You can select a standard schedule for the rule or create a custom schedule.
If the SLA timer should run without weekends and holidays, select the system schedule Moscow. Round the clock.
Creating work schedules
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In the left-hand panel, click Queues and select a queue.
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In the top right corner of the queue page, click Queue settings.
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Select Work schedules.
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Click Create.
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Enter a name for the schedule.
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Select the time zone.
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Set a schedule.
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Select Holidays and transferred holiday days. To do this:
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Select your country from the list to use the occupational calendar of your region.
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Specify the year.
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If your work schedule differs from the occupational calendar, you can add holidays and transferred holiday days that differ from the default schedule. To do this, click Add exceptions and set the parameters:
- Date.
- Type: Holiday or working day.
- Description.
- For working days, specify the Working hours.
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Click Create.
Editing work schedules
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In the left-hand panel, click Queues and select a queue.
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In the top right corner of the queue page, click Queue settings.
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Select Work schedules.
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To view a schedule's parameters, click next to its name:
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To edit a schedule, click → Edit.
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To copy a schedule, click → Copy.
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To delete a schedule, click → Delete.