Working Hours
Understanding Working Hours Calendars and Rules.
Working Hours Calendars and Rules
Working hours are the hours of operation for customer service. They can be set at the organization level and changed at each level down the tree for local hours.
To define working hours in the organization, you create one or more Working Hours Calendars and apply them to the organization.
To define working hours in a unit, you can inherit the parent unit or organization's working hours or create a local Working Hours Calendar and apply them to the unit.
Normally, you'd inherit the parent working hours and create local rules to overwrite specific days where working hours differ.
A Working Hours Calendar consists of rules defining the working hours on specific dates or recurring days of the week, days of the month, etc.
Here are a few examples of rules:
Every Monday to Friday: 8.00 am to 4.00 pm.
Every Saturday: 8.00 am to 14.00
Every Sunday: No Work
On 31/12/2024: No Work
One or more working hour calendars can be applied to the organization and each unit.
Example: Configuring Working Hours for Acme Inc.
Consider the following scenario:
Acme Inc. is an organization with 5 branches. The branches operate Monday to Friday between 8.00 am and 4.00 pm.
In Madrid, the branch closes early on Tuesdays.
To accommodate this scenario, a "Default Hours" working hours calendar is created on the organization level with the following rules:
Every Monday to Friday: 8.00 am to 4.00 pm.
In the Madrid Branch unit, a local working hours calendar named "Madrid Hours" is created with the following rule:
Every Tuesday: 8.00 am to 2.00 pm.
The calendar is applied to the unit on top of the inherited working hours:
Working hours in the Madrid Branch are the same as the rest of the organization, except on Tuesdays when the local rules precede the inherited working hours.
See Also
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