What is a Mailbox Schedule?
A Mailbox Schedule in Emailgistics defines when a team’s inbox is considered to be “open” or operational. This schedule ensures that the system tracks response times accurately based on when your team is available, and it also allows for custom rules and workflows that can be triggered based on whether emails are received inside or outside of these hours.

Why Are Mailbox Schedules Important?

• Accurate Reporting: Having a defined mailbox schedule ensures that response times are measured only during the hours your team is expected to be active. This provides accurate performance metrics and helps your team meet SLAs (Service Level Agreements) by responding to emails during operational hours.
• Rule Triggers: Mailbox schedules enable you to create and trigger rules based on the inbox’s open or closed status. For example, certain routing rules or notifications may only apply during business hours, while after-hours rules can ensure messages are properly managed when your team isn’t available.

Configuring Mailbox Schedules

In this example, the mailbox operates on the Toronto time zone and follows these scheduled hours:

• Monday to Friday: 8:00 AM – 8:00 PM
• Saturday: 8:00 AM – 4:00 PM
• Holiday: October 14th (closed)

Customization Options

• Daily Scheduling: You can configure your mailbox’s open hours for each day of the week. Each day allows for two distinct time spans, which is useful if you have separate shifts running and there is a period in the day where no one is working in the mailbox.
• Time Zones: It’s important to note that the mailbox time zone, listed at the top of the schedule tab, is crucial when your team members are spread across different time zones. The mailbox time zone is determined during the onboarding process.
• Holidays and Days Off: In addition to regular schedules, you can specify holidays or days off for the entire team. Dates already marked as holidays will appear in blue on the schedule. This feature allows you to create more accurate schedules by accounting for non-working days and prevents emails from being factored into performance metrics on those dates.

Copying Holidays to User Schedules

Emailgistics also allows you to copy mailbox holidays to individual user schedules. This ensures that your team members are marked as unavailable on designated holidays, aligning their personal availability with the mailbox’s schedule.