Configuring Business Hours

Setting up business hours in your SUPPORTSPOC system ensures that your support team is available to handle customer queries during designated times. This helps in managing customer expectations and improving overall service efficiency.

Steps to Configure Business Hours

  1. Log in to your SUPPORTSPOC account. Click on the Admin menu and select Business Hours.
  2. Click on (top right side of the page).
    A page similar to the screenshot below will open:
    Business Hours Configuration Screenshot
  3. Enter the name of the calendar.
  4. If your business support hours are 24×7, select the 24x7 Business option. All day-specific input fields will be disabled.
  5. Define Business Hours:
    Specify start and end times for each day of the week. You can set different hours for each day or apply the same hours to multiple days.
    • Monday to Friday: e.g., 9:00 AM – 6:00 PM
    • Saturday: e.g., 10:00 AM – 2:00 PM
    • Sunday: Leave blank or set to “Closed”.
  6. Configure break timings.
  7. Select the timezone for the business hours.
  8. Add holidays (optional).
  9. Save Configuration:
    Once you have defined the business hours, click on Save to apply the settings.

Note: Holidays and break timings are considered when calculating ticket SLAs and processing incoming calls.