Calendar Enhancements: Smarter Scheduling and SLA Awareness

We’ve rolled out major improvements to the Supportbench Calendar, making it easier than ever to manage schedules, track availability, and ensure SLA accuracy across your teams.

These updates expand the existing calendar functionality and introduce holiday scheduling and SLA-aware time tracking, giving administrators more control over how service timelines are calculated.

Holiday Scheduling for Teams and Global Use

Administrators can now create custom holiday schedules directly within the calendar configuration.

These schedules can be applied in two ways:

• Globally – applies to the entire organization

• Per Team – assign unique holiday schedules to specific teams

This allows organizations with multiple regions or departments to manage their calendars more accurately.

For example:

• A North America support team can follow U.S. holidays

• A European team can follow EU holidays

• A global schedule can apply company-wide closures

Holiday schedules are fully visible in the calendar interface, allowing teams to easily understand when service coverage changes.

SLA Exclusions During Holidays

One of the most important enhancements is how the calendar now interacts with Service Level Agreements (SLAs).

When a case is assigned to a team with a holiday schedule:

• SLA timers automatically pause during scheduled holidays

• Holiday time is excluded from SLA calculations

• This ensures teams are not penalized for non-working days

This improvement creates more accurate SLA reporting and better reflects real support availability.

Improved Calendar Visibility

Holiday schedules are now displayed directly within the Supportbench Calendar, providing clear visibility for agents and administrators.

Teams can now quickly see:

• Scheduled holidays

• Non-working days

• Service coverage gaps

• SLA-excluded periods

This helps support teams better plan workloads and understand response expectations.

Why This Matters

These enhancements improve operational transparency and SLA accuracy by ensuring that support timelines align with actual working schedules.

Benefits include:

• More accurate SLA tracking

• Better team scheduling

• Clear visibility of non-working days

• Flexible multi-team calendar management

Available Now

These improvements are now part of the Supportbench Calendar, delivering smarter scheduling and more accurate SLA handling for modern support team