Working hours define the specific times during which an agent, queue, or team is available to handle cases. Setting these hours allows workflows to accurately assess availability and ensure proper case management. By configuring working hours, businesses can automate case routing, response expectations, and service-level agreements (SLAs) efficiently.
Agents in Supportbench can have individual working hours that reflect their availability. Follow these steps to configure an agent's working hours:
Navigate to Configuration → Organization → Agents.
Select the agent whose availability you want to modify.
Define the agent's working days, working hours, and associated time zone.
Click Save to apply the changes.
This ensures that workflows and routing mechanisms respect the agent's availability when assigning cases or triggering automated actions.
Queues represent groups of cases based on priority, issue type, or other categorizations. Each queue can have distinct working hours to reflect when cases within that queue should be actively managed.
Navigate to Configuration → Organization → Queues.
Select the queue that requires updated working hours.
Define the queue's working days, working hours, and time zone.
Click Save to finalize the changes.
Configuring queue availability helps ensure that cases are only routed or escalated when the queue is actively monitored.
Teams consist of multiple agents working on related cases. Establishing working hours for teams ensures that workload distribution and case assignment align with real-time availability.
Navigate to Configuration → Organization → Teams.
Select the team you wish to update.
Set the team's working days, working hours, and time zone.
Click Save to confirm the changes.
This allows Supportbench to optimize case distribution and automate processes based on team-wide availability.
Workflows in Supportbench allow for automation based on availability criteria. This ensures that cases are only assigned, escalated, or triggered when the responsible agent, queue, or team is available.
To create a workflow using availability conditions:
Navigate to Configuration → Workflows from the side navigation menu.
Click Add New Workflow and provide a descriptive name.
Select the Rules tab on the left.
Define the trigger for when the workflow should activate.
In the Requirements or Conditionals section, search for "Agent working hours or Queue working hours" and configure the conditions:
Specify whether the action should occur during working hours or outside working hours.
Click Save to finalize the workflow.
This ensures that cases follow the correct automation paths based on real-time availability, preventing unnecessary escalations or misrouted assignments outside designated hours.
Properly configuring working hours and availability settings within Supportbench is essential for optimizing workflows, improving case management, and ensuring efficient team operations. By setting up these parameters at the agent, queue, and team levels, businesses can ensure that their customer support functions smoothly and efficiently.
For additional support on working hours or workflow automation, consult the Supportbench documentation or reach out to your system administrator.
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