To Set-Up Business Hours

1. Log into Sprinklr Social/Service. On the Sprinklr Social/Service Home window, click the Settings icon on the left navigation. Click Business Hours within Global Governance.
   
   

2. To create a new business hour, click Create Business Hours in the top right corner of the Business Hours window.

   
   
   

3. Select the desired Timezone for your Business Hours from the drop-down menu. All hours that you fill in will be configured according to the local time as per the selected timezone.

   
   
   

   
   

4. Select Operating Schedule from the drop-down menu under the Set Business Hours section based on your teams’ operation timing. The operating schedule is a part of business hours where you can configure the time when you are operational. These are the following operation schedules to select from:

   • 24 x 7 Days Support - Select this option if your team operates round the clock.

   • Custom - Select this option to customize your business hour duration.

   If you select Custom as Operating Schedule, you will have further options to select the business Days along with Opening and Closing Times. You can toggle on/off the operating day(s).

   
   
   

5. Business holidays are official holidays when banks and most businesses are closed for the day. These holidays are beneficial in routing tickets, workforce management, and setting Service Level Agreement (SLA) limits.

   Under the Configure Business Holidays section, you can provide holiday information such as Holiday Name and Date or select from a list of holidays with a set of business hours that you already have configured.

   
   
   

6. You can add multiple holidays to your business hours. All holidays will be treated as outside the business hours and will not be counted towards any metric you measure in business hours.
   
   

7. Additionally, you can click Add National Holidays to import a list of standard holidays pertaining to a specific geography. You can then make changes and add custom holidays as needed.

   
   
   

8. Click Add and then the list of national holidays pertaining to specific country will be generated.

   
   
   

9. Once done, click Create in the bottom right corner to save your business hour.

To Edit existing Business Hours

1. Hover over the Options icon alongside the desired business hour and click Edit to modify the previously created business hours.

   
   
   

2. On the Edit Business Hours window, make the desired changes and click Update in the bottom right corner to save.

   

To Clone existing Business Hours

1. Hover over the Options icon alongside the desired business hour and click Clone to modify the previously created business hours.

   
   
   

2. On the Create Business Hours window, make the desired changes and click Create in the bottom right corner to save.

   
   
   

To Delete existing Business Hours

1. Hover over the Options icon alongside the desired business hour and click Delete to permanently delete the previously created business hours.

   
   
   

2. On the Delete Business Hours pop-up window, click Delete to finalize your selection. You can not undo this action.