Calendars - STILINGUE Smart Care

Index:

1. Introduction
2. SLA
3. Configuration
4. How to Use Calendars?

Introduction

Organize your service team shifts with this feature of STILINGUE Smart Care

The use of calendars within the tool is an important feature for managing your team. This is because the calendar facilitates the selection of working hours during the week and helps define days when there will be no ticket, for example. Municipal or national holidays? All of this can be configured in this area by choosing and defining individual schedules, with no restrictions on morning, afternoon, or evening periods.

Attention! It is necessary to create a Calendar to edit the Settings area within STILINGUE Smart Care. Without creating a calendar, other options within this area cannot be executed. 

It is possible to create customized calendars for your daily life. By doing this, you will have more control over the SLA of the team and, if you wish, you will be able to link activity periods to the operation of routing. 

Note: Currently, calendars are shared among all accounts within the same group. This means that calendars created in other accounts belonging to the same group will also be displayed in your search in this field:

SLA

When setting the operating hours of your operation corresponding to the Agreed Response Time (SLA) in the Calendars section, it is important to highlight the following situation: conversations that have their status changed from Pending or Open to Responded or Closed outside of the specified operating hours in the settings may appear with a zero SLA time on the graphs in the Ticket & Annotations Report. 

Example: If my operating hours are from 08:00 to 19:00, and I respond to a conversation at 20:00, this will be reflected in some graphs in the report, and this conversation will have its SLA zeroed since it was handled outside the specified hours. This situation applies to all graphs that use SLA as a basis for analysis. 

Attention! When the calendar is edited within the Settings section, the SLA calculation for new conversations is changed and begins to consider the hours of the new calendar. However, the SLA for old conversations, calculated before the calendar change, will not be altered. The SLA calculation for these conversations will follow the Calendar that was configured at that time. 

Configuration

First, access the STILINGUE Smart Care and go to the Configuration page. Next, click on Calendars:

Understand the function of each field:

1. Name

In this field, you will set a name to differentiate the calendars configured in the tool. 

2. Weekdays

Use this space to select the working days of your team, accounting for different hours for each member. 

Tip: Set the service hours without including the lunch break, for example. This way, this period will be excluded from the team's SLA calculation.

See, for example, how mondays' schedule looks with this possibility:

Step 1:

Step 2:

3. Non-working dates

Area to indicate commemorative dates or holidays when the team will not be working. On these days, the SLA will also not be calculated.

Note: Use the "Repeat" option for dates that share the same day in celebration. Examples: Christmas and New Year, as the day does not change from year to year. For other holidays, such as Carnival and Easter, there is no need to indicate this rule. In these cases, opt for a manual definition. 

How to Use Calendars?

After creating the calendars, it will be possible to link them to routes.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃