Set up SLA calendars

You can create SLA calendars to make sure your goals are tracked based on the times and days your agents respond to requests. Calendars will show up in the Goals section when you’re setting up or editing an SLA.

To create an SLA calendar:

1. From your service project, go to SLAs.

2. From the top right corner of the page, select the calendar icon.

3. Select Add calendar.

4. Name the calendar and select the time zone.

5. Set up the calendar to suit your team’s needs by choosing working days and adding the required time slots for each day.

   1. Select the plus icon to add multiple time periods to a single day. For example, to add a lunch break, add a time slot for before lunch (for example, 09:00-12:00) and after lunch (for example, 13:00-16:00).

6. Enter any holidays if required.

7. Once you’re done, select Save. By default, when you create a new calendar, the hours are preset from 09:00 to 17:00 (9am-5pm).