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Multiple Business Hours

Salesforce currently allows you to enter "business hours" into the system for use with case assignment rules. Because of the number of different departments and reporting done out of SFDC, we would like to see three new features:

1. The ability to have multiple sets of business hours. No two of our teams have the same SLA and/or hours of operation. It would be great if SFDC could account for that (possible through the user's role and/or profile?)

2. The ability to calculate queue turn around time based on multiple business hours and a particular SLA for a queue.

3. The addition of holidays to business hour calcs.

Kanwar 03/29/07	Merged Idea originally posted 03/08/07 Business Hours Business Hours & Support Operations Problem: The present feature of one standard Business hour does not work for Global organizations. The requirements vary from Product/Service of support to Region of support. A key factor is the area from which the support is provided (Mostly called as BPO; Contact centers) A centralized backoffice support center would have multiple shifts, working for various global time zones, support customers on various support plans/service levels. The task assignments, case aging, response times, turn around times ( and number of other variables) cannot be managed with one standard Business hours. Suggestion: The idea is to decouple the business hours, support plan, account management, service levels, build in a matrix that would facilitate global organizations in providing round the clock/follow the sun fundamentals of support/service. By any doubt, this needs to be thrashed much more and further linked with workforce planning which would be the key benefits for your customers. Look forward to your positive incorporation of this idea/feedback in product features.Cheers, Thanks Kanwar
HRearden 03/29/07	Merged Comment originally posted 03/09/07 I agree! I posted a similar idea here: http://ideas.salesforce.com/article/show/59494 I'd also like to see the addition of an SLA (service level agreement), so that we can automatically calculate some sort of response times on different queues. As well, an ability to take holidays out of normal business hours.
Larry_Robinson 03/29/07	I merged these ideas... because its better to add votes to ideas than to have multiple versions of the same idea. This is a really important idea and one we are working on designing for later this year, or early next year. Thanks.
werewolf Apr 16	Changed status to Coming in Summer 08.
kjoseph Jun 19	Changed status to Delivered.

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