Glossary

Working hours

Also called: Business hours · Office hours · Opening hours

Working hours are the days and times a team is available to customers, used to decide when service-level clocks run and what happens to messages and calls after hours.

Working hours belong to a time zone. Set them in the team’s own zone and list public holidays separately, so a deadline means the same thing to the team and to a customer abroad.

They do more than display a schedule. Service-level deadlines usually count only working time, and calls or chats that arrive outside it can go to voicemail, an away message or an AI receptionist.