Creating and Maintaining Non-Working Days - (Holidays Tab) (Performset)

• Select a name from the drop-down list (1). 
• If required, click on the Rename button (2) and key in a suitable name.
• To add a new holiday pattern, click on the Add button (3). Key in a suitable name (1).
• To remove a holiday pattern, click on Delete button (4) to delete a holiday pattern.

Rename an Existing Public Holidays set

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

To change a name, choose the corresponding Holidays set from the drop-down list (1) and select the Rename button (2).

Add a new Public Holidays set

A new Public Holidays set can be introduced to your performance measurement solution by selecting the Add button (3).

This will create a new Public Holidays set 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 Holidays set can deleted (4).

Add a description that relates to your business as example shown (5).

• Select the year and month of the calendar. Click on the non-working day, such as a public holiday (1).
• Click the Add button (2) to add the selected date.
• A list of non-working dates will be added to the list (3).

It will often be the case that for one or more of your contractual service level agreements cover will not be provided during one or more public holidays or other specific non-working days.

*Note: this does not include regular weekdays (e.g. no cover on Mondays) or weekend days (e.g. no cover on Saturdays and/or Sundays) since these are defined using the Business Hours tab.

Define Public Holidays or Non-Working Days in the Calendar

Select the corresponding date using the calendar (1) and Add (2) each public holiday or non-working day to the list associated with the Holidays set (3).

For Policies and Regions that select this Holidays set, the due date/time calculation for event completion will assume that agents will not be available to work on tickets on these dates.

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 Fri 4th July is defined as a non-working day

• If a ticket arrives at 4:30pm on Thursday 3rd July the due date/time for an initial response will be 9:30am Monday 7th July
• If a ticket arrives at any time Fri 4th July the due date/time for an initial response will be 10:00am Monday 7th July

• Check the boxes with holiday dates of the past (1).
• Click on the Delete button (2).
• Click on the Save button (3).

Once the date has passed or an invalid entry has been made it is possible to delete a public holiday or non-working day by checking the corresponding box (1) and selecting the Delete button (2).