Hi!
I'm looking for some advice on how best to set up business schedule rules that represent our 'follow the sun' coverage approach, while reflecting the business hours that match our clients in their various locations around the world.
Our customer experience team is split over 5 geographies - UK, PT, IL, USA & AUS. With this, we have near 24 hour coverage 5 days a week, and 9 hours covered on a Sunday (IL schedule is Sunday - Thursday).
Our clients are located all across the globe, so we want our SLA's to match their business hours. We'd assign 'GMT -12' through to 'GMT +12' to each company, so that we could have their business hours start at 9am and end 6pm at their local time.
My question here though is this: how do we correctly represent the coverage of our agents in their local geographies? If there is a public holiday in the USA that would mean we had no coverage, how are we able to stop the SLA for this period, etc.
Does anyone have a similar set-up? Is anyone able to give me any advice on how to best do this? Am I overcomplicating things?! Perhaps! Am I not being clear? Maybe...
Thank you in advance!
