Operating Hours - Adding Public Holidays

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10 Comments

  • Ramin Shokrizadeh
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    Hi there Jonathan,

    Thanks for posting your feedback regarding having the ability to set holidays in advanced similar to what you can do in Support today. I agree there is value in adding this functionality, however, it isn't something the team is planning on working right now.

    Would you see the same holidays apply for your Support account and your Chat account? Or would they be different teams who follow different holiday schedules?

    Thanks,

    Ramin

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  • Jonathan Jongkind
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    Hi Ramin,

    Thank you for considering this. For me the holiday structure would be identical and therefore would be happy to have the same holidays apply for both Support and Chat. 

    However, I can imagine that other teams may have Chat agents across the globe and may not share the same holiday structure in which case it may be better to separate them.

     

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  • Justin Fain
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    I would like this functionality also.  It would be preferable if they were separate for Support and Chat.

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  • Paulo Roberto Baratta
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    With the same problem. Today is a bank holiday in Brazil and clients are now chatting.
    I consider this functionality essential.

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  • Tobias Hermanns
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    Hi Ramin,

     

    we also encounter the issue. We´re on Enterprise Plan in Support and Chat Module.

    We have Multi-Brand and the Chat is roll-out in Europe.

    if for Example UK / Italy / Netherladn have bank Holiday but Germany not, then a lot of Chats come into Germany because we can´t control that these countries now the chat should be closed.

    How can we fix that?

     

    Kind Regards,

    Tobias

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  • Jacob J Christensen
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    Hi Tobias,

    We have our chat agents grouped in Departments according to the language they speak. Ramin helped me customize the chat script, so that chat will only show as available if one or more of the agents in said Department are active.

    I did a write up here. Hope that helps you out.

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  • Jonathan Jongkind
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    With the Christmas period coming up, it would have been good to have this functionality instead of needing to manually go into the operating hours and untick/tick before and after these days.

    Is this feature request on the roadmap yet?

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  • Ramin Shokrizadeh
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    Hi Jonathan,

    Sorry for the delay in getting back to you, most of the team was on leave. Unfortunately, this is not an enhancement on the 2019 roadmap at this point in time.

    The teams are thinking about how schedules in Support and operating hours in Chat can be streamlined, since the functionality is similar. But nothing in terms of feature changes in 2019 at this point in time.

    Thanks,

    Ramin

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  • Karsten M. Jensen
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    We also need this functionality in the chat with departments supporting nine countries with different holidays. It is very inconvenient and risky to manually close and open on specific days, which can even vary year by year.

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  • Jacob J Christensen
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    Hi Karsten,

    If your agents are organized in departments based on the country they serve, and they serve only one department/country, you can show chat as unavailable when no agents are active in said department.

    You can see how here.

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