Business Hour

Business Hour in Qiscus Helpdesk allows your support operation to run with a clear, customizable working time policy. It enables accurate SLA tracking, analytics, and automation behavior based on your actual working schedule instead of assuming 24/7 support.

With Business Hour applied, your tickets can be evaluated using both:

• Calendar Day Metrics (24/7, real-time based)
• Business Hour Metrics (based on your configured working hours and holidays)

Both metric types are visible in the Helpdesk Analytics menu.

Feature Capabilities

Qiscus Helpdesk currently supports the following actions for managing Business Hour:

• Create new Business Hour
• Edit existing Business Hour
• Duplicate a Business Hour configuration
• Delete a Business Hour

Each Business Hour includes:

Holidays are applied yearly, using only date and month (e.g., 25/12), so they automatically apply again every year. For holidays with varying dates (e.g., Idul Fitri), you must manually update them each year.

How Business Hours Are Applied

• A Business Hour schedule can be assigned to a Division in Helpdesk.
• When an agent handles a ticket under that Division, the ticket will use the assigned Business Hour.
• Once applied, the name of the Business Hour will be shown in the Ticket History.

Step-by-Step: How to Set Up Business Hour

1. Open the Helpdesk Settings as an Admin or Owner user.

2. Go to the Business Hour menu under the People section.

3. Click the Create Business Hour button.

4. In the General section, fill in the name, description, and time zone, then click Next.

5. In the Business Hour section, choose the type:

   • Always Available: 24 hours, every day.
   • Custom Business Hour: Configure specific days and times.

6. If choosing Custom Business Hour:

   • Set your operational hours for each day (Monday to Sunday).
   • You can uncheck days to mark them as closed.
   • You may define multiple time ranges for one day to support break times or shifts.

7. In the Holiday Date List section:

   • Add specific holidays so SLA will not be counted during those days.

   • Optionally, use preset public holidays by country.

   • You can skip this step if no holiday is needed.

   • Review and adjust the holidays, then click Create to finish.

8. After creating the Business Hour, go to the Division menu under People, then assign the created Business Hour to a Division so it will apply to all tickets handled by agents in that Division.

Metrics Calculation Logic

When a ticket is under a Business Hour, two types of metrics will be calculated:

These dual metrics help you compare general responsiveness versus performance during real working conditions.

When a Business Hour is updated after a ticket is created, Qiscus will:

• Keep existing metric calculations based on the original BH
• Use the new BH only for future calculations on the same ticket

That means a metric like Resolution Time might have two formulas:

• "Before BH Update" (old config)
• "After BH Update" (new config)

Business Use Case: Why Business Hour Matters

Benefits of Using Business Hour:

• Ensures SLA is measured based on your team's real availability
• Prevents unfair SLA breaches due to off-hours or holidays
• Helps identify true operational delays vs. outside-hour activity

Reporting & Visibility

• Both Calendar Time and Business Hour Time SLA metrics are shown in the Helpdesk Analytics menu
• Ticket History displays which Business Hour was applied
• Use this information to track team performance more accurately