You can create new calendars to make sure your goals are tracked based on the times and days your agents respond to requests. New calendars will be available in the Goals calendar to be selected for an SLA.
To create a new SLA calendar:
From your service desk project, go to SLAs > Calendars.
Click + Add calendar.
Name the calendar.
Select the time zone.
Click Delete for the day of the week where the hours will be added/modified. In order to create new times for the calendar, the pre-existing times need to be deleted from the calendar.
In the first row, select the required day of the work week from the drop-down menu.
Select the from and to times for the day. Multiple time periods can be added to the day. For example, to add a lunch break, add a timeframe for before lunch (for example, 09:00-12:00) and after lunch (for example, 13:00-16:00).
Enter any holidays if required. Enter the name, date and whether the holiday repeats. If holidays were entered, click Add.
Click Save and then Close.
By default, when you create a new calendar, the hours are preset from 09:00 to 17:00 (9-5).
In order to add and change times for a particular day of the week, click Delete for the day in the calendar to remove the existing hours.
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