How to Customize Agent Availability Settings

Agent availability settings are crucial for calculating the first response time of your staff and organization. With ProProfs Help Desk, you have the flexibility to customize these settings according to your needs. By customizing agent availability, you can effectively manage when your agents are active on the help desk platform.

You can customize agent availability by navigating to the "Agent Availability" section under the "Settings" tab.

Benefits of Customizable Agent Availability:

• Enhanced SLA Accuracy: Customize agent availability to establish a more precise Service Level Agreement (SLA) based on first response time, aligning customer expectations with actual agent availability.
• Flexible Work Hours and Holidays: Set up specific business hours and easily configure holidays to ensure accurate determination of first response times, maintaining seamless operations and consistent support.
• Timely Responses and Customer Satisfaction: Customized agent availability enables sending timely responses to customers, leading to increased satisfaction and an improved help desk experience.

How To Set Up Your Business Hours

Under the "Business Hours" tab, you can set up the working hours of your agents. Choose the "24 Hours x 7 Days" option if your help desk is active 24/7. To set up specific business hours, select the "Select working days/hours" option.

You can set the day and time when your agents will be available. To indicate the days on which your agents are online, simply select the checkboxes. The times can be set using the drop-down menus.

If your agents work different shifts on the same day, you can set up multiple shift timings with the "Add Shift" option.

How to Set Up A Holiday List

Sometimes, agents won't be available due to a holiday. To ensure correct response times are displayed, you can exclude holiday days by adding them to the holiday list. Go to the "Holiday List" tab under the "Agent Availability" section.

Here's how you can add holidays:

Step 1: Enter the duration of the holiday.

Step 2: Enter the holiday name and click "Add Holiday."