Business hours define the working hours of an organization. As a call center company, you may have different teams attending to customers from different time zones. You can create time zone-specific business hours for each phone number in your account and associate them with a call queue or other call workflows (IVR, Agent Extension, Voicebot, etc).
For example, if your business hours are from Monday to Friday 9:00 AM to 5:00 PM, you can customize your number properties such that the calls are received only during the business hours. You can also decide what should happen if a call is received outside the business hours. This way, you will never miss any calls.
Adding business hours
Log in to your Freshworks CRM account.
Go to Admin Settings > Phone > Business Hours for Calls. By default, each account has a 24x7 business hours.
Click New Business Hours.
Name: Enter the business hour name.
Timezone: Select a timezone based on the region from where you receive the calls.
Business Hours: Hover over the business hours and click on the edit icon. By default, the standard business hours are set as Monday - Friday, 08:00 hours to 17:00 hours. You can choose to change the time and days of the week. For example, if your working hours are from Monday - Thursday only, then deselect Friday and then click on the tick mark.
Add Business Hours: Create additional business hours based on your company's working hours. For example, if your working days are Monday to Saturday, 08:00-17:00 hours, and on Saturday from 09:00 - 13:00 hours, you can easily customize this.
Time Slot: Use this option to split your business hours. For more details, see Splitting Business Hours.
Add Holidays: Use this option to add holidays. For more details, see Adding holiday.
- Click Add Business Hours. You can now assign the business hour to a number in your account.
Splitting Business Hours
With business hours configuration, you can split your standard working hours and add time slots for usual breaks at work. For example, you can add lunch timings or short tea breaks within the configured business hours. Once added, agents will not receive calls during this time.
- Go to Admin Settings > Phone > Business Hours for calls. Here, you can see the list of configured business hours in your account.
If you want to create new business hours, follow the steps in the section above.
- Hover over the business hours and click on the edit icon. Click on Add time slot.
Here you can split the business hours by adding the start time and end time for each slot within a single day. For example, if your working hours for Monday to Friday are from 8:00 hrs to 17:00 hrs, with a lunch break for an hour at 12:00 hrs and a tea break from 4:00 to 4:30 hrs, you can split your business for all days as follows:
- Once you make the changes, click on the tick mark.
With this feature, you can declare add and declare holidays within your business hour settings. You can additionally configure the business hours to handle calls received during the declared holidays.
For example, you can redirect calls coming on holidays to an overseas team or choose to leave a voice message and your agents can follow up once regular business hours resume. For more details, see Adding Holiday Calendar.