Workforce Engagement Management

Hello, I am seeking guidance on properly configuring an email group so that SLA calculations align with defined business hours. For example, our hours of operation are Monday–Friday, 8 AM to 8 PM, with a 48‑hour SLA. If an email arrives after 8 PM on Friday, it currently appears to breach SLA before work resumes on Monday.

#WFMConfiguration,BestPractices

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Linda Martinez
Workforce Management
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Hi Linda, 

I don't know if this helps, but I'll detail a little of what I did for a customer.

The customer did not want the service level to be impacted by interactions that came in after hours, nor by interactions that occurred in the queue after closing time (example: interaction arrived at 7 pm, service hours are until 8 pm).

Basically, I created a queue name "queue_wait" and for that queue, the customer  ignored the service level.

Considering that the service hours end at 8 PM, if the interaction occurs after that time, it will go to the "queue_wait" queue.

In this "queue_wait" queue, I've placed a in-queue-flow that validates the opening hours, and when it identifies that the hours are open (8am for example), it transfers the queue to the queue that the customer actually considers based on the service level.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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We have a similar set up with an "Afterhours" queue, however it does not correct our SLA numbers for that queue. Our hours are 8 am until 5 pm, Monday-Friday so if an email comes in at 5:01, it will automatically go to the Afterhours queue. During the week, it is fine because we have a 24 response SLA but on the weekends, it dips badly because we are closed.

I would love for there to be a way to correct this so that the SLA reads true on the Afterhours Queue.

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Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
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Original Message:
Sent: 02-16-2026 09:55
From: Kaio Oliveira
Subject: Calculating accurate SLA for email queues based on Hours of Operation

Hi Linda, 

I don't know if this helps, but I'll detail a little of what I did for a customer.

The customer did not want the service level to be impacted by interactions that came in after hours, nor by interactions that occurred in the queue after closing time (example: interaction arrived at 7 pm, service hours are until 8 pm).

Basically, I created a queue name "queue_wait" and for that queue, the customer  ignored the service level.

Considering that the service hours end at 8 PM, if the interaction occurs after that time, it will go to the "queue_wait" queue.

In this "queue_wait" queue, I've placed a in-queue-flow that validates the opening hours, and when it identifies that the hours are open (8am for example), it transfers the queue to the queue that the customer actually considers based on the service level.

This also happens when the interaction is in the queue and the service hours end.

 

I have another in-queue-flow that checks the time of the interactions in the queue and, if the time ends, transfers the interaction to the "queue_wait" queue.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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