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Business Hours

Business Hours

Overview

The Mythradon Business Hours allows you to define the hours that your organisation operates in different regions or geographical locations. You can use Mythradon Business Hours to control escalation policies to streamline your sales and customer service processes.

Mythradon Business Hours is a set of records that consist of the following:

Mythradon allows you to set up multiple Business Hours. A common use for this is to define different sets of Business Hours for each state or country that your business operates in. This gives you the flexibility to offer service level agreements (SLAs) to customers' enquiries such as 'acknowledged' or 'resolved' within X number of business hours and ensure that the SLA time is calculated correctly across your standard business hours, weekends and public holidays for each specific geographical location.

Business Hours can then be used in the following formula functions:

The util\businessHoursAddHours function is used to add business hours from to an existing date/time value. For example if you need to add 14 business hours to date/time value that is on a Friday afternoon and your standard business hours do not include weekends, then the new date/time value would probably be sometime on the following Tuesday.

The util\businessHoursCalcHours function is used to calculate the number of business hours between one date/time value and a second date/time value.

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Business Hours Management

To manage Business Hours select the Business Hours tab from the main menu.

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

Business Hours List View

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Create a new set of Business Hours

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

Create Business Hours

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

Click the Save button to save the new Business Hours record.

Business Hour Fields

Field Description
Name* Name of the Business Hours. i.e., New York Business Hours.
Time Zone* The time zone of the Business Hours.
Description General description allowing you to record other relevant information about the Business Hours.

Note: The Time Zone can not be changed once it has been selected.

Once you save the Business Hours record you can now define the following:

New York Business Hours

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Standard Business Hours

Standard Business Hours are the standard hours of operation for each day of the week that your organisation is considered open for business. Each Business Hour record can have multiple Standard Business Hours. Each has a Start Date and an optional End Date. If the End Date is not provided the Standard Business Hours is considered to be active from the Start Date indefinite.

Most of the time you would probably only have one set of Standard Business Hours. However, you may have different Standard Business Hours between Summer and Winter.

To add new Standard Business Hours click the + button on the Standard Business Hours list

Standard Business Hours list

  • Define the Start Date for your Standard Business Hours. You will now be prompted with additional fields

Standard Business Hours for Each Day

  • Optionally set the End Date
  • Select the days of the week that match your required Business Hours and set the Start Time and the End Time for each day. By default the Start Time will be 09:00 and the End Time will be 17:00. These fields will be mandatory if the day is selected
  • Click the Save button to save the new Standard Business Hours record.

Standard Business Hour Fields

Field Description
Start Date* Start date for the Standard Business Hours. This field is mandatory and controls when the Standard Business Hours will come into effect.
End Date End date for the Standard Business Hours. This field is optional and controls when the Standard Business Hours will end.
Open on Monday Flag controls if your business operates on Mondays.
Monday Start Time Business hours start time for Mondays.
Monday End Time Business hours end time for Mondays.
Open on Tuesday Flag controls if your business operates on Tuesdays.
Tuesday Start Time Business hours start time for Tuesdays.
Tuesday End Time Business hours end time for Tuesdays.
Open on Wednesday Flag controls if your business operates on Wednesdays.
Wednesday Start Time Business hours start time for Wednesdays.
Wednesday End Time Business hours end time for Wednesdays.
Open on Thursday Flag controls if your business operates on Thursdays.
Thursday Start Time Business hours start time for Thursdays.
Thursday End Time Business hours end time for Thursdays.
Open on Friday Flag controls if your business operates on Fridays.
Friday Start Time Business hours start time for Fridays.
Friday End Time Business hours end time for Fridays.
Open on Saturday Flag controls if your business operates on Saturdays.
Saturday Start Time Business hours start time for Saturdays.
Saturday End Time Business hours end time for Saturdays.
Open on Sunday Flag controls if your business operates on Sundays.
Sunday Start Time Business hours start time for Sundays.
Sunday End Time Business hours end time for Sundays.
Description General description allowing you to record other relevant information about the Standard Business Hours.

Note: 1 The Start Date and End Date of all the Standard Business Hours related to a Business Hours set can not overlap with another set of Standard Business Hours.

Note: 2 The Start Time and End Time fields on each corresponding day will be mandatory if the flag for that particular day is enabled.

To edit or remove a Standard Business Hours record use the menu button on required record

Standard Business Hours Menu Button

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Holidays

Holidays let you specify the dates your business is closed. Holidays are related to a specific Business Hours set.

To add new Holidays to the Business Hours, click the + button on the Holidays list.

Empty Holiday list

  • Define the Name and Holiday Date for your holiday record
  • Click the Save button to save the new Holiday record.

Holidays list

Holiday Fields

Field Description
Name* Name of the holiday. i.e., Christmas Day.
Holiday Date* Date of the holiday.
Description General description allowing you to record other relevant information about the holiday.

To edit or remove a Holiday record use the menu button on required record

Holiday Menu Button

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Non Standard Business Hours

Non Standard Business Hours are used to override any Standard Business Hours. You may want to use this to cater for planned team building outing or early finish that is effects your Standard Business Hours.

To add new Non Standard Business Hours, click the + button on the Non Standard Business Hours list.

Create Non Standard Business Hours

  • Define the Date for your non standard business hours record. This will then prompt for separate mandatory Start Time and End Time fields.
  • Click the Save button to save the new Holiday record.

Non Standard Business Hours

Non Standard Business Hours Fields

Field Description
Date* Date of the Non Standard Business Hours.
Start Time* Start time for the Non Standard Business Hours.
End Time* End time for the Non Standard Business Hours.
Description General description allowing you to record other relevant information about the non standard business hours.

Note: Once you selected the Date for the Non Standard Business Hours you can not change the value. You will have to delete the record and create a new record if you select the incorrect date.

To edit or remove a Non Standard Business Hours record use the menu button on required record

Holiday Menu Button

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Testing Business Hours

In order to test the values in your Business Hours, Mythradon has provided a special Business Hours testing feature.

Click here for further details on using the Business Hours Calculator for testing.

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See also

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