Hi ​@erodriguez,

To allow for holidays, you'll need to manually adjust your team's Business Hours to take these into account. By default, Front analytics don't know about holidays, which is why you'll need to manage them manually as they come up in your schedule. If this is something you'd like to be able to manage automatically, I'd encourage you to add a vote and comment to the following idea in our Product Ideas Portal: ​https://front.ideas.aha.io/ideas/PRD-I-3529

With that said, you can set up auto-reply rules on your channels if necessary so that you can reply to your end-users when they contact your team during a holiday - either by setting the rule to be active only on that day/days or enabling/disabling it manually as required! You can find out more about auto-reply rules here: Use rules to set up auto-replies

Hope that helps!