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Work schedule refers to the work hours within which a Support Team is available to take chats. Work schedule, Work hours or Business hours, drive the entire support operations. Generally, work-schedule hours are when the other rules of business also apply. For Eg:
Work schedule, whenever mentioned has a tie-in with the timezone. Typically work schedule can be designed to work within the time-zone of specific agents. This information is usually picked up from the account level setting per agent.