Feature enhancement on operational Hours

Dear Customers,

We are in the process of enhancing our operational hours feature(roadmap). We would like to share our proposed model and also would like to get your feed back/ideas for this enhancement

As of now, you can set the working hours (eg: 9 AM to 6 PM) for all the days in common.

We are planning to change this behavior, so working hours can be configured for each day separately as shown in the below image.

Also we are planning to set a common operational hours for the "Day" specific calculations in the Service Level Agreement(SLA) part.

If your configurations are 'day' specific in the SLA, you may have some confusions in the SLA calculations with the above model. Hence we are providing a common operation hours section, where customer can set the hours.

For example:

If you have a SLA with 2 days for Resolution time and 1 day for Response time,

If the operational hours for Monday to Friday is set to 9 AM to 6 PM, and for Saturday and Sunday 9 AM to 1 PM.

Here considering the day calculation in the SLA , Saturday and Sunday will be calculated as two individual days. Instead we have planned to provide a separate option, where customer can set the standard operational hours for the SLA (standard working hours). Based on this operational hours, SLA will work and this setting is specific to each Business Unit.

We appreciate your suggestions and feedbacks for this enhancement

Note: In the roadmap, we have two features for the operational hours, we have taken the first one in this enhancement.

Regards,
Arun

SupportCenter Plus