Working hours

How to open Support settings

Select the Settings gear button to the right of the project name, then select Working hours in the Client service group.

The Working hours page contains:

• the support schedule — shifts and operator assignments;
• the operator response SLA — mode and waiting-time thresholds by dialog priority.

Dialog routing rules and operator groups are described in Automatic operator assignment.

A shift is a saved work-time template. An assignment connects an operator, a specific date, and a time interval; it can use a shift template or a manually entered interval.

Schedule settings

In the timezone field, select the region in which shifts are created and displayed. The timezone is saved with the schedule settings.

The Use schedule in response statistics switch controls whether first and average response times count only support working intervals. Changing the switch or timezone is saved immediately.

Calendar and compact views

The schedule view list offers Calendar and Compact. The selection is remembered in the current browser.

In the calendar, assignments are grouped inside days; the back arrow and forward arrow change the month. Click an assignment card to edit it.

The compact view displays operators in rows, dates in columns, and totals for shifts and hours. The filled-cell menu can edit the assignment or add another one on the same date; an empty cell offers an add action.

For repeated assignments, select quick assignment for the required shift, then select operator and date cells. Selecting a cell adds that shift, while selecting it again removes the shift. The shift stays selected until you leave quick mode; the help button summarizes the flow.

The compact schedule can be printed, downloaded as PNG, or copied as an image. Copying depends on browser support; if it fails, download the PNG.

How to create a shift

In the Shifts block, click Add.

Enter the name, start, and end. For an overnight shift, enable Ends next day, then click Save.

Creating a shift does not assign an operator. Add an assignment in the calendar or compact table afterward.

How to assign an operator

Click the add button on the relevant day.

In the form:

1. Select the date and operator.
2. In the Groups for this shift field, keep all operator groups or choose a restriction for this shift.
3. Select a shift. If No shift is selected, enter the start and end manually.
4. Enable the next-day option for an overnight interval. Add a note if needed.
5. Click Save.

Only members marked as support operators are listed. If the list is empty, click Go to members: the Members section opens. Open a member and enable that flag.

Group for a specific shift

When adding an operator to the schedule, All operator groups is selected. This uses their current memberships: membership changes also apply to existing shifts. To restrict the work, clear this checkbox and select one or more of the operator’s groups. For example, an employee belongs to both support lines but handles only second-line requests today. The restriction is saved for the shift and does not change group membership. If the operator is removed from a selected group, they no longer receive new requests from it. Clearing every checkbox, or inheriting memberships when the operator has none, allows only requests from the general ungrouped queue. Automatic assignment must use All operators for these requests.

If a shift has selected groups but none is still available to the operator, the calendar shows a warning. That shift is excluded from automatic assignment and does not fall back to the general queue. Edit the shift to select available groups, inherit all operator groups or explicitly clear all selected groups to work with the general queue. You can edit its note before fixing the groups. These restrictions do not prevent manual dialog assignment to an operator with the required permissions.

Editing and deletion

An assignment card opens its form. The Delete button opens an assignment confirmation dialog, and confirming deletion removes the assignment from the schedule.

A shift is edited from the Shifts block. To delete its template, click Delete in the form.

In the shift confirmation dialog, confirm deletion. The template is no longer offered for new assignments.

One operator's working intervals must not overlap. Change the time, select another operator, or edit the existing assignment.

How to configure SLA

Click Configure in the SLA block.

In the form:

1. Select First response only or Every client question.
2. Enable the relevant rows for urgent, high, medium, low, and no-priority dialogs.
3. Enter the warning minutes and breach minutes. Each value must be from 1 to 10,080 minutes, and the warning must occur before the breach.
4. Click Save.

In First response only mode, SLA applies from the client's first message to the operator side's first response. In Every client question mode, SLA starts for every new client message.