#126: Managing Schedules in Swarmica

In Swarmica, there is a management of work schedules, which are used for the correct calculation of metrics and SLA counters. For example, calculating response or ticket resolution metrics can take into account only working hours, excluding weekends and holidays for:

1. Agent groups that work in different time zones.
2. Customers whose SLA contract must take into account their time zone.
3. Within SLA policies depending on the priority of the request.

When creating a request, a schedule is attached to it according to the following logic:

• The schedule of working hours tied to the user who submitted the request.
• If not, then the schedule of working hours for the user's organization.
• If not, then the schedule of working hours for the group where the request is directed.
• If not, then the schedule specified as default.

Further, if the SLA policy specifies counting 'only during working hours', the schedule selected according to the above algorithm is used for the calculation.

To set up a schedule:

1. Go to Settings > Schedule Management.
2. Click Create New and enter the name of the schedule. Click Save. The configuration window will open.

Schedule Configuration

1. Select the time zone by which working time will be taken into account. The default is UTC.
2. Check if this schedule should be used by default.
3. For a 24/7 schedule, check the 24/7 checkbox. If 24-hour work is selected, the window for filling in working hours and days collapses, but it is still possible to add weekends and holidays.
4. If the 24/7 checkbox is not selected, then filling in the working days and hours is available. Fill in only the working days.
5. For weekends (for example, Saturday, Sunday), leave the default time 00:00.
6. To add holidays, click Add Holiday in the upper right corner. Fill in the dates and times of the holidays.
7. Click Save.

Assigning a Schedule

• For a group: go to Settings > Group Management > Group Name.
• For a company: go to Clients > Companies > Company Name.
• For a user: go to Clients > Users > User Name.