Work schedule
Warning
By default, only the queue owner can configure a queue.
Work schedules allow you to set up the timeframe for when the SLA rule applies. Outside the working hours, the SLA timer will be idle. You can select a standard schedule for the rule or create a custom schedule.
Note
In the Round the clock system schedule, holidays are considered non-working days, and the SLA timer is idle on these days.
Creating work schedules
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In the left panel, click Queues and select a queue.
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In the top-right corner, click Queue settings.
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Select SLA rules.
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In any SLA rule or form for creating a new SLA rule, click Work schedule . This will redirect you to the old Tracker interface. Click Create schedule.
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Click the
icon and name the schedule. Click 
to save the name. -
Select the time zone.
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Set a schedule.
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Select Holidays and transferred holiday days that will be different from the main work schedule. To do this, click Manage exceptions and set the following parameters:
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Select the country to choose the occupational calendar of your region.
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Add SLA exceptions if your work schedule differs from the official calendar.
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Click Save.
You can view the schedule you created in the My schedules section. Other users will not be able to view or use your schedule.
Editing work schedules
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In the left panel, click Queues and select a queue.
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In the top-right corner, click Queue settings.
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Select SLA rules.
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In any SLA rule or form for creating a new SLA rule, click Work schedule . This will redirect you to the old Tracker interface.
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Under My schedules, click the name of the schedule you need.
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Click Edit.
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Make your changes and click Save.