Workdays
- sla
- administrator
- teams
- Agents
- workdays
- time management
- holiday
Configuration > Teams & Agents > Workdays
Configuration > Service Level Agreements > Workdays
Related Guides:
Details
| Field | Type | Description |
| Workday Name | Free Text | The name of the Workday to display in lists and views. |
| Summary | Rich Text | A brief description of the Workday to explain it to other Agents. |
| The working hours are the same every day | Checkbox | When enabled, the below Start and End times will be applied to every day of the week. When disabled, an individual set of Start and End times will be available for each day. |
| Start / End Time | 12h Time Selection | Allows you to set the Start and End time of the Workday(s). |
| [Day of week] is a working day | Checkbox | Marks that day as a Working Day, where working hours will be applied, and non-held SLAs will tick down and other workday-related behaviour will apply. |
| Timezone Override | Single Select | Allows you to choose between the Server's set Timezone or a custom override, selections include global Timezones, with a UTC reference. |
Holidays
The following dates are defined as non working days. Holiday types, which are essentially just text fields, can be configured in Holiday management (Configuration > Teams & Agents > Holiday Management) this is where you would put in a type of "Holiday", then when an agent selects days on the calendar for their holiday, they can checkbox it as a holiday and add in "Holiday" as the holiday type.
| Field | Type | Description |
| Start Date | Date Field | The day on which the Holiday falls |
| All Day | Checkbox | When checked, the Holiday will take up the whole day. When unchecked, an End Time field opens up where you can set the time that the Holiday ends (it will start at 00:00 unless configured differently on the start dates time field). |
| End Date | Date Field | Define what time in the day the holiday ends |
| Desciption | Free Text | The name of the Holiday |
Timeslots
These are used for Project ticket types where "Use timeslots for start and target times" is enabled.
The time pickers will be replaced with an option to choose a timeslot.
| Field | Type | Description |
| Add | Button | Opens the window for adding a Timeslot |
| Description | Free Text | The name of the Timeslot |
| Start / End time | Time Field | The times that the Timeslot lays between. |
| Start / End label | Free Text | Descriptions of the Start and End times. |