Business hours are a way to set your standard working hours - which can be taken into account in SLAs, triggers and also in reports. You can set your business hours in Workforce Management > Business Hours.

You can set SLAs and triggers to only run within your defined working hours and make report calculations based on working hours (eg. average response time in working hours).

You can also add holidays, which are days when your helpdesk is closed and Agents are unavailable to respond to Users.