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Hi Folks,

A question regarding your best practices - our team follows the follow-the-sun principle, meaning that we have members in most time zones and the conversation is passed from one to the other. Now, as we all know things such as SLAs or resolution times are calculated within business hours only. So do you know how Front calculates that given the principle I mentioned earlier? At the same time, I wanted to use shifts to understand who is available at the given moment. 

Finally, how do you handle holidays? Do you know of a way to exclude certain day from business days for given group of users? Tried using the Calendar feature, but couldn’t figure it out…

Thanks!

Hi there! Cat here from the Front support team 🌻

Our own support team follows a similar follow-the-sun model and operate pretty much continually 24/5 with teammates across the Americas, Europe and APAC 🌏

Our workflow is to set up the business hours of our support inboxes to reflect the overall time when our team is online, so roughly starting in Australia on Monday mornings and working through to Friday evenings in US (east coast). Teammates have their shifts applied according to their regular schedules.

To account for public holidays, vacation time and sick days, our managers update our shifts in advance to reflect our availability. We also update the inbox business hours if an upcoming period (Christmas → New Year for example) will affect all availability.

Hope that helps!

Cheers,
Cat

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