Hi Front Community,
I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office.
Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?
Hey there!
Phoebe here, from the team at Front.
The best way to ensure that SLAs and response time metrics aren’t impacted on holidays is by updating your Workspace or Inbox Business Hours during breaks or bank holidays, to reflect the additional time that your team will be away.
So long as your SLA rules are configured with the "within business hours" option, this will help to avoid SLA breaches while the team's offline.
To put this idea into context, let's say that the coming Monday (January 20th) is a Bank Holiday, and you have an SLA rule, and Business Hours configured for your team's shared inbox:
Mon - Fri | 9am to 5pm
During the Monday holiday, conversations will act as they would outside of business hours, including for SLA. When the team is back on the Tuesday, things will continue as normal.
You can then reset the business hours back to the regular configuration until the next time they need changing.
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