Agent Business Hours

Learn how to set up business and work hours for your Agents

Overview

To get started using work hours on your account, contact Suptask Support.

Inboxes can be set up with your Agent's default work hours, including the timezone they are in.

With the business hours of your Agents, you can get accurate calculation of performance metrics and customize notifications to the work schedules of your Agents.

Each inbox can be configured with business hours for your Agents:

• Start time

• End time

• Business days

• Timezone

• Weekday overrides

Actual Time to resolution

Every ticket is measured on how fast it is resolved by Agents. With business hours configured in the inbox, every ticket is calculated with the respect of the business hours.

This improves accuracy of your metrics, where you can track the Actual Time To Resolution as it respects the business hours.