Allow customisable service hours for 'special days' to be taken into account by scheduling / forecasting
I have SLA calendars set up for our phone and digital workstreams and these are all set up with their regular operating hours.
Is there a way, or is it planned for there to be away, to customize operating hours for special days eg: public holidays? For example, over Easter we were only open from 10am-8pm, but even adjusting the forecast it still forecast for calls over the standard operating hours of the contact center (therefore creating a requirement for staff between 8am and 10am on the Friday and the Monday that wasn’t needed.)
Ideally when we add a special day to a calendar, it would be nice to be able to define the opening hours on that special day and have any requirements for that day worked off the special opening hours.
I don’t think this can be done currently. Is there a way we could work “around” it, or am I missing something with the way I’m using the calendars?
AdminAnonymous
(Admin, Playvox)
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