Business hour sets can be customized to align with a specific timezone, define operating hours for each day (including designated break periods), and account for vacation days.
Business hour sets can be utilized across the help desk, for example to define the operating hours of a specific Voice queue, running SLAs, triggers, and more.
On Professional or Enterprise, multiple business hour sets can be created, catering for a variety of working hours or timezones across teams.
On Team only one business hour set can be created.
In the Admin Interface, go to Workforce Management > Business Hours > Business Hour Sets.
To create a business hour set, click the + New button.
Enter a name for the business hour set and select a timezone.
Select any vacations that should be excluded from this business hour set. To create a vacation set, see here.
Configure the days and times for the business hour set. Click + to add an additional shift to the day.
Click Create at the bottom of the drawer.
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