Skip to main content
bcc
bcc
Conversationalist
January 13, 2025
Solved

How to Exclude Holiday Hours from Metrics and SLA Calculations?

  • January 13, 2025
  • 3 replies
  • 319 views

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?

    Best answer by PhoebeatFront

    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:

    • Your inbox's "regular" business hours might be something like Mon - Fri | 9am to 5pm

     

    • Since today is already Thursday, in this example you could update your inbox's Business Hours setting today to not include Monday

     

    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. 

    3 replies

    PhoebeatFront
    PhoebeatFrontAnswer
    Fronteer
    January 16, 2025

    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:

    • Your inbox's "regular" business hours might be something like Mon - Fri | 9am to 5pm

     

    • Since today is already Thursday, in this example you could update your inbox's Business Hours setting today to not include Monday

     

    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. 

    -Phoebe, Senior Customer Support Specialist @ Front
    rmace
    rmace
    Conversationalist
    February 2, 2025

    That's a good workaround. I've run into this issue with my SLAs. It would be really nice if holiday hours could be set by date in advance and automatically expire. I plan to speak with more of my teams regarding setting up SLAs so this would be super helpful. I may submit a feature request for this, if one doesn't already exist. 

    Sadie
    Sadie
    Fronteer
    February 3, 2025

    Thanks for your follow up! You can vote on the existing feature requests below:

    https://front.ideas.aha.io/ideas/PRD-I-6740
    https://front.ideas.aha.io/ideas/PRD-I-3529

     

    Thanks!

    Sadie - Senior Customer Support Specialist
      Terms & ConditionsAccessibility statement