Creating and Maintaining Working Hours - (Business Hours Tab) (Performset)

• Click on Performset icon (1).
• Click on Configure tab (2).
• Select Business Hours page (3).
• Choose corresponding Working Hours pattern from the drop-down list (4).
• Press the Rename button (5). Choose a suitable name for the Pattern names.
• New Pattern Names can be added by clicking on the Add button (6).
• Any working patterns no longer required can be deleted (7).

Using the Business Hours tab it is possible to rename your working hour patterns, or add new working patterns.

Rename an Existing Working Hours Pattern

The name of each pattern is referenced within drop-downs for selection in Policies and Regions.

To change a name, choose the corresponding Working Hours pattern from the drop-down list (4) and select the Rename button (5).

Add a new Working Hours Pattern

A new pattern can be introduced to your performance measurement solution by selecting the Add button (6).

This will create a new Working Hours pattern that can be selected within the drop-downs for Policies and Regions, with default or empty values in all configuration settings.

If no longer required an existing Working Hours pattern can deleted (7).

It will often be the case that for one or more of your contractual service level agreements it will be necessary to specify the business operating hours during which agents are available to work on completion of events.

It might also be the case that the working hours will be different for each weekday, e.g. Monday to Thursday 9am thru 5pm, but on Friday 9am thru 12pm.

Define Working Hours for each Weekday

Select the Custom radio button (1) and enter a Start Time (2) and End Time (3) for each weekday or weekend day during which agents will be available to work on tickets within specific hours.

For Policies and Regions that select this Working Hours set, the due date/time calculation for event completion will assume that agents will only be available to work on tickets on these days during the specified hours.

For example:

If the SLA for an initial response is 1 hr, and working hours are specified as Monday to Thursday 9am thru 5pm, but on Friday 9am thru 12pm

• If a ticket arrives at 10am on Monday the due date/time for an initial response will be 11am Monday
• If a ticket arrives 4:30pm Monday the due date/time for an initial response will be 9:30am Tuesday
• If a ticket arrives 12:30pm Friday the due date/time for an initial response will be 9:30am Monday

Depending upon the contractual service level agreements with your customers there might be a need to specify one or more weekdays as non-working to ensure they aren't considered within the business operating hours when calculating due dates/times for completion of events.

This is most often the case when business operating hours don't include weekend days.

Select Weekdays and Weekend days as Non-Working

Select the Non Working radio button against the corresponding weekday or weekend day (1)

For Policies and Regions that select this Working Hours set, the due date/time calculation for event completion will assume that agents will not be available to work on tickets during these days, e.g. an initial response will never be given on a Saturday or a Sunday.

For example:

If the SLA for an initial response is 1 hr, both Saturday and Sunday are set as Non Working and Monday is a 9am thru 5pm working day

• If a ticket arrives at 10am on Saturday or Sunday the due date/time for an initial response will be 10am Monday
• If a ticket arrives 4:30pm Friday the due date/time for an initial response will be 9:30am Monday

For some of your SLA contracts it might be necessary to provide more comprehensive coverage in which agents are available to work on tickets 24hrs a day.

This might involve only certain days, or it might be necessary to provide 24x7x365 coverage.

Select Weekdays and Weekend days as All Day Working Hours

Select the All Day radio button against the corresponding weekday or weekend day (1).

For Policies and Regions that select this Working Hours pattern, the due date/time calculation for event completion will assume that agents will not be available 24hrs to work on tickets during these days.

For example:

If the SLA for an initial response is 1 hr and all weekdays and weekend days have been set as All Day

• Regardless of when the ticket arrives the due date/time for an initial response will be 1hr from ticket creation

If the SLA for an initial response is 1 hr, both Saturday and Sunday are set as Non Working and Monday to Friday are set as All Day

• If a ticket arrives 11:30pm Friday the due date/time for an initial response will be 9:30am Monday
• If a ticket arrives at any time during Saturday or Sunday the due date/time for an initial response will be 1am Monday
• If a ticket arrives 10:30pm Monday the due date/time for an initial response will be 11:30pm Monday