Work Hours
Configure user availability and working schedules for optimal customer support coverage.
Work Schedule Configuration
Setting Up Work Hours
- Navigate to user profile
- Select "Work Schedule" tab
- Configure daily working hours
- Set timezone preferences
- Define break periods
Schedule Components
Daily Hours
- Start Time: When user begins work
- End Time: When user finishes work
- Break Periods: Lunch and other breaks
- Overtime: Extended hours when needed
Weekly Schedule
- Configure different hours for each day
- Set weekend availability
- Handle irregular schedules
Holiday Calendar
- Mark company holidays
- Set personal time off
- Configure coverage during absences
Timezone Management
Global Teams
- Support multiple timezones
- Automatic timezone conversion
- Coordinate across regions
Customer Timezone Alignment
- Match support hours with customer locations
- Provide 24/7 coverage when needed
- Optimize response times
Availability Status
Status Types
Available
- Ready to handle new interactions
- Receiving automatic assignments
- Full platform access
Busy
- Currently handling interactions
- Limited new assignments
- Can receive urgent escalations
Away
- Temporarily unavailable
- No new assignments
- Auto-response activated
Offline
- Outside working hours
- No platform access
- Interactions routed to available agents
Shift Management
Shift Types
Regular Shifts
- Standard daily working hours
- Consistent weekly schedule
- Predictable availability
Rotating Shifts
- Changing daily schedules
- 24/7 coverage rotation
- Balanced workload distribution
On-Call Shifts
- Emergency availability
- After-hours support
- Escalation handling
Coverage Planning
Minimum Coverage Requirements
- Ensure adequate staffing
- Plan for peak periods
- Handle unexpected absences
Workload Balancing
- Distribute interactions evenly
- Consider user capacity
- Monitor performance metrics
Integration with Scheduling
- Sync with external calendar systems
- Automatic status updates
- Conflict detection and resolution
- Reporting on schedule adherence
