Working Hours

Set your team's availability to ensure your Wrangle KPIs are accurate and your reminders are sent at the right time.

Whether your team has 24/7 coverage, a standard 9-5, or a four-day workweek, Wrangle lets you set your own working hours. Once working hours are set, Wrangle will exclude off hours from your response time and resolution time calculations. Additionally, Wrangle will not send any late reminders outside of working hours. Any account admin can set your workspace's working hours from the Admin Settings here.

You can choose the timezone, days of the week, and times of day that your team is available.

Working Hours by Team (User schedules)

Have teams in different timezones, or people working different schedules? Outside of the workspace-level default working hours, you can also set as many user or team-specific schedules as you want.

How to set up a user schedule

Go to Admin Settings -> Working Hours. Make sure to go to the By Team tab. Click the Add User Schedule button. Notice in the pop-up modal that there are two tabs you will want to fill out: Schedule Settings and Assignments.

Enter your user's or team's Schedule Name, and then in Schedule Settings fill out the timezone, days, and working hours.

On the Assignments tab, assign one or more users or user groups to the schedule. A specific user or user group can only be assigned to one team schedule, although a user can be in multiple user groups that each have different team schedules.

How schedules are applied

• Direct user assignment takes priority over user group assignments

• If a user belongs to multiple user groups with different schedules, their effective hours combine both schedules

• Each user can be directly assigned to only one schedule

• Each user group can be assigned to only one schedule

• Holidays are set at the workspace level and apply to all users, including those on team schedules

What team schedules affect

Team schedules are used for:

• Auto-assignment — tickets assign only to agents currently within their working hours

• Auto-responder — the auto-responder sends only when no inbox agents are within their working hours

• Agent performance reports — response and assignment time metrics respect each agent's schedule

To see which agents on an inbox have custom schedules, open Inbox Settings and select the Working Hours tab: