Add Holidays to Business Hours

I would like to be able to manually add holidays. We work on some holidays, and then our company has random holidays each year - like if Christmas falls on a Thurs, we'll close the office on Friday. But we have a small crew that works on Presidents' Day. Also, I adjust business hours on a holiday so we don't get SLA breaches - but, then I forget to put the hours back and screw up my analytics. Thanks!

Please add the option to add holiday hours as our metrics are not accurate for days the company is closed

It makes no sense that this functionality wouldn't be baked into scheduling from the start. This is causing confusion about metrics and accountability.

Totally agree, without a way to account for public holidays, our SLA and individual performance analytics are misleading. It looks like our team is underperforming.

We need an easy way to set “off hours” for holidays across multiple Workspaces at once. This would ensure our SLA reflects closures and prevent messages from being routed to agents during these times. Right now, we have to update each Workspace’s business hours manually, which is time-consuming and error-prone.

Agreed! SLA rules are not really helpful without the ability to factor in public holidays and other closures that shouldn't impace on them. It creates an inaccurate set of analytics which underminds their value. Would love if some form of team calendar could be added that then impacts on SLA times.

It would be great to be able to add National Holidays to Business Hours (ex. Canada Day, 4th of July, etc if the business is closed). The time off would be taken into account for SLA Breaches.