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Business Hours Calculator

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Overview

Mythradon Business Hours are the hours of the day in which your business is generally conducted. These are especially applicable for customer service teams that often have strict Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that they must comply with.

Mythradon has provided the Business Hours Calculator so that you can quickly perform a time calculation using preset Business Hours. The Business Hours Calculator is available for use through a standard Mythradon User Interface as well as through a REST API.

Exposing the Mythradon Business Hours Calculator via a REST API allows you to centrally manage your organisations business hours and be able to call the API from external systems that may not have a sophisticated Business Hours Calculation engine.

The Mythradon Business Hours Calculator is also the perfect way to test your Business Hours.

Example

To better understand the Mythradon Business Hours Calculator we will use the following example:

  • Your Standard Business Hours are Monday - Friday 09:00 - 17:00
  • Your business has an 8 hour SLA for resolving a customers' Case.
  • The following Business Hours has been set up:

New York Business Hours - Light New York Business Hours - Dark

Field Value
OVERVIEW
Name New York
Time Zone America/New_York
Description New York Business Hours
STANDARD BUSINESS HOURS
Start Date 2022-01-01
End Date
Open on Monday True
Monday Start Time 09:00
Monday End Time 17:00
Open on Tuesday True
Tuesday Start Time 09:00
Tuesday End Time 17:00
Open on Wednesday True
Wednesday Start Time 09:00
Wednesday End Time 17:00
Open on Thursday True
Thursday Start Time 09:00
Thursday End Time 17:00
Open on Friday True
Friday Start Time 09:00
Friday End Time 17:00
Open on Saturday False
Open on Sunday False
HOLIDAYS
Christmas Day 2022-12-25
Boxing Day 2022-12-26
NON STANDARD BUSINESS HOURS
Date 2022-12-23
Start Time 09:00
End Time 12:00

Let's assume that a Case has been created at 16:30 on Thursday 2022-12-22.

What is the latest time we have to close this Case to ensure that we meet our SLA?

Breaking down the calculation

  • Because the Case was created at 16:30 on Thursday 2022-12-22 we only have 30 mins left in our Business Hours for the day
  • Friday 2022-12-23 the organisation is breaking early for Christmas at 12:00 as per the Non Standard Business Hours, therefore only 3 Business Hours. (Total remaining Business Hours to comply with SLA = 4.5)
  • We then have Saturday and Sunday that are not part of our Standard Business Hours. Saturday the 2022-12-25 was also flagged as a Holiday, but that would not matter in this case because it is a Saturday
  • Monday 2022-12-26 is Boxing Day public holiday, therefore the next business day is Tuesday 2022-12-27
  • Therefore the Case must be closed by 13:30 on Tuesday 2022-12-27 in order to meet the SLA. 09:00am + 4.5 Business Hours = 13:30

Using the Business Hours Calculator

To use Business Hours Calculator select the Business Hours Calculator tab from the main menu.

This will display a list of the current Business Hours Calculations that are defined in your system.

Business Hours Calculator List View - Light Business Hours Calculator List View - Dark

Create a new Business Hours Calculation

From the Business Hours Calculator List view click the Create Business Hours Calculator button.

Create Business Hours Calculator - Light Create Business Hours Calculator - Dark

Mandatory fields will be identified with an asterisk. i.e., the Name field.

Click the Save button to save the new Business Hours Calculator record and the necessary calculations will be performed.

Note

This same process can be performed using the Mythradon REST API. This allows you to use the Mythradon Business Hours Calculator from external systems.

Business Hour Calculator Fields

Note

The fields that are displayed on the Mythradon Business Hours Calculator depend on the Test Type selected.

Field Description
Name* Name of the Business Hours. i.e., New York Business Hours.
Test Type Type of Business Hours you would like to test. Optional values are:
  • Hours Between
  • Add X Business Hours
.
Business Hours* Business Hours that you want to calculate against.
HOURS BETWEEN
State Time* Start date/time of the Business Hours calculation.
End Time* End date/time of the Business Hours calculation.
ADD X BUSINESS HOURS
Initial Time Initial Date/Time that you want to add Business Hours to.
Hours to Add* Number of hours to add to the Initial Time.
Description General description allowing you to record other relevant information about the Business Hours Calculation.

Note

Mythradon automatically calculates daylight saving time for the time zones available for the Business Hours.

Debugging Business Hours

Business Hours Calculations write information to a special Log entity that can be useful for debugging purposes.

System Administrators should expose the LogMyth entity on the menu tab or alternatively use the URL: https://<Your Mythradon domain>/#LogMyth.

See Also