Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Create Working Hours Profiles
You can configure working hour profiles to tell the system when to trigger SLAs and escalations. Triggering will only occur during the working hours of the "working hours" profile(s) placed in effect. You can also set holidays and exceptions to disable SLA triggering & escalation for non-working days.
- Click on the SLA tab located at the bottom left of the Administrator pane on the Administration screen.
- In the left pane, click on the [Working Hours Profiles] folder.
- Right click anywhere on the right pane, then click [New...]
A "Working Hours Profile Properties" screen will pop up with 2 tabs, the [General] tab and the [Holidays/Exception] tab. Scroll down to learn about each tab and how to configure a new working hours profile.
Define General Working Hours
The [General] tab allows you to configure your working hours which SLA will be triggered within the time defined here.
- Name your working hour profile in the [Name] field.
- The [Time zone offset] defines your time zone. If you are in a "negative hour" (e.g. -5) time zone, enter "-5".
- Define your work hours for each day.
- If you wish to select all days, click on [7 day week] to check all boxes.
- If you want the SLA function to remind you, continuously of updates, click on the [24 hour day] link to set reporting time around the clock.
The [Holidays/Exceptions] tab, allows you to configure all days that your department or organization is not working and unable to respond. SLAs will temporary be disabled on the days configured in this tab. Click [Ok] once you are done with your configurations.
Your new working hours profile appears in the right pane of the [Working hours profile] folder. You may configure multiple working hours profiles, which will be stored and listed on this page of your FocalScope system. To learn how SLAs are configured and handled, view the lesson Create SLA Profiles.
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