Setting the Online Chat Service Time

An agent can set working hours to maximize agent utilization.

This section describes how to configure non-working days for agents to manage working hours on working days and non-working days.

The online chat service time allowed by an agent is affected by OUs. The specific requirements are as follows:

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the agent can view and set the online chat service times of accessible OUs.
When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the agent can view and set the online chat service times of the owning OU, accessible OUs, and Unorganized.

Choose Configuration Center > Workbench Configuration > Service Time.

Set Select non-working days.
Select non-working days of each week from the selection box, which is valid every week.
Set specified dates to non-working days.
Add a rule to specified dates and set extra non-working days. For example, set October 1 to October 7 as non-working days.
Set exceptional working days.
Add a rule to set a day in a cycle or consecutive non-working days as a working day.