Operating Hour is the days and hours when your ticketing system clock runs. Days when your team working hours are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when rules are calculated.
Holidays, on the other hand, are days when the system clock won't run.
Step by Step Instructions
Log in to your Cloudfon CX Control Panel.
From the left navigation menu, go to Global Settings > Office Hours.
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Select“Default by global Settings” or "Default by specific Settings", and select your Time Zone.
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On the Working Hours tab, add your working hours for the days on which your customer service team is working.
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On the Holidays tab, click the Add Holiday button to set your holidays. You can also remove an existing holiday from the Operations column.
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Click Save.