Sprinklr now allows holiday hours to be set in SLA presets and configured in the Reporting SLA Dashboard. This capability enables you to set holiday (inactive) hours without the need to reconfigure your weekly working hours. You can add as many dates to your SLA presets as desired, ensuring to give each a unique name. Note that the inactive hours selected are applied to a specific calendar date and not to annually recurring holidays.

To Set Holiday Hours in SLA Presets

1. Click the New Tab icon . Under the Sprinklr Social tab, click Reporting within Analyze.

2. On the Reporting Dashboard window, click the Dashboard Menu icon   in the top left corner and select SLA under Dashboards.
   

3. In the top-right corner of the dashboard, click on the Filter icon .
   

4. In the top-left corner of the dashboard, select SLA: Select SLA tab and click SLA Preset.
   

5. On the Apply SLA Configuration window, enter the configuration details for your SLA preset.

6. At the bottom of the Apply SLA Configuration window, check the Add Inactive Hours box. Once checked, you will have the option to select a specific date to set inactive hours for. By default, All Day will be checked on the Inactive Hours selection calendar, which will exclude the entire date chosen from your SLA. You can uncheck this box to select hours to exclude from a specific date. For more information, see SLA Preset Configuration.

   Note: You can set an auto-response to be sent for non-business hours.

   

7. Once your SLA is configured, click Save & Apply in the bottom-right corner to confirm your changes. Once saved, you can hover over the configured preset from the SLA Presets drop-down menu on the SLA window and click the Edit icon  or Delete icon  alongside it to make changes or delete the SLA preset configuration, respectively.