LiveAgent’s Business hours set your SLA Levels to take action only during specified time periods with a possibility to exclude holidays.

Business hours Setup

Step 1: In LiveAgent navigate to Configuration > Automation > SLA.

Step 2: Click on Create Level.
Step 3: To enable and set business hours check “Times are defined within following business hours”.


Step 4: Select your Timezone.
Step 5: Sets your business hours for each day (from Monday to Sunday, from/to hours, minutes).
Step 6 (optional): Check “exclude holidays” and define days you do not work (Supported Date format: YYYY-MM-DD).

 
Example: Your helpdesk operates standard office hours 9-5, Mon - Fri. If a ticket is received at 4pm on a Friday, then by 9am on Monday it should be only 1 business hour old.