About Business Calendars

Calendars are used to map the working hours of contact centers. Calendars are primarily used in:

• Setting due dates for activities routed through workflow. When activities are routed through a workflow that has an SLA node, a due date is set according to the calendar.

• Reports: Calendars are used in reports. For example, reports like Email volume by queue, Email age by queue, and Email volume by alias.

In a calendar, you set up the working and non-working times of users. This enables the functioning of service levels. Service levels are used for setting due dates for activities, tasks, and cases, and trigger alarms to alert supervisors. To create your business calendar, it is essential that you first create shifts and day labels.

It is not mandatory to set calendars. If not set, the system uses normal hours and considers the agent’s work time as 24*7*365. If a calendar is set, all workflows only use business hours; normal hours are not considered for SLAs in workflows.

Shift labels

A shift label describes the type of shift, and whether agents work in that shift or not. For example, you can create shift labels like:

• Morning shift and Evening shift, when agents work.

• Lunch break, Holidays, and Weekends, when agents do not work.

Day labels

Day labels define the work time for each shift. Shift labels are used for creating day labels. For example, you can create day labels like:

• Weekday

8 am to 12 pm: Morning shift

12 pm to 1 pm: Lunch break

1 pm to 5 pm: Evening shift

• Holiday

12 am to 11.59 pm: Holiday

Use day labels to create calendars.

Related Topics

• Managing Shift Labels

• Managing Day Labels

• Creating Business Calendars

• Deleting Business Calendars