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What can I set in the opening hours in a stream?

In Webcare, you can enter business hours in the "advanced stream settings." This article explains what you can do with this feature and how it works.

Where can you enter business hours?

  • Step 1: To enter business hours, click on the gear icon at the top of a stream. This will open the stream settings; click on "advanced settings" here.

  • Step 2: Scroll all the way down to find the Business Hours section. Activate the toggle to use this feature and enter the times.

  • Step 3: After entering business hours, don't forget to click 'Save.'

What are the entered business hours used for and how?

The times you set are used in a report to calculate response and processing times. Reporting is only done for the times that are filled in.

For example, if you enter that you do webcare from 8:00 AM to 8:00 PM, response times will only be calculated from 8:00 AM onwards for messages that arrive outside of business hours. If the start and end time are set at 00:00, it means you do not want to and cannot report on response times. If you want to use 24-hour times, the actual time will always be calculated. Check 'Open all day' for all days to use these 24-hour times.

Please note: If you have different business hours set for each stream via stream settings, response and action times will be calculated based on these hours. If you select 'use default business hours,' then the business hours set under Settings > Webcare will be used.

Please note: If you temporarily adjust business hours, for example, due to a holiday, answer the messages first, and then adjust your business hours. OBI4wan always works based on the currently set times.

  • For example, you are open 7 days a week from 7:00 AM to 11:00 PM, but you don't work on Christmas. Christmas falls on Monday & Tuesday. You set in advance that you are closed on Monday and Tuesday by entering 00:00 to 00:00.

  • If you're back in the office on Wednesday morning, answer all the messages that came in on those days first. Only then, adjust the times. OBI4wan always assumes the times that are currently set.

Please note! If you adjust the times first and then respond, you will still get a very high response time.