Setting Up Hours of Operation
The Business Hours feature allows you to define the operational calendar for your organization, including daily hours and schedules.
The Business Hours definition help calculate the response time (such as escalations). For example, you can determine the incident response time for a technician or execute business rule that escalates a call that has been open for a number of hours.
Further, you can add holidays or days when the office is closed, to the calendar. You can have multiple lists, each with a unique name.
You can view a Business Hours definition from the Configuration console > Configure > Organization Profile > Business Hours > select a schedule to view its definition.