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The hours the forecast plans for. Wrong here, and every schedule built from it is wrong the same way.
Set them
- Open the hours for each location.
- Set the operating hours per day.
- Add public holidays for the year ahead.
- Add any planned closures.
- Check a generated forecast respects them.
Per location, always
Different countries have different holidays and different hours. One global setting produces a forecast that is right for the head office and wrong everywhere else.
Holidays are the common omission
An unlisted public holiday appears as a normal day. The forecast predicts demand, the schedule staffs for it, and next year the forecast learns from a day that looked wildly overstaffed.
The error compounds, which is why this matters more than it seems.
Contact outside your hours is still real
Email arriving overnight is demand you will handle in the morning. Setting hours does not make it disappear; it decides when you plan to work it.
Where volume outside hours is large, that is an argument about opening times rather than a forecasting setting.
Watch the clock changes
Countries move to summer time on different dates, so the usual offset between two sites is briefly wrong. Coverage gaps appear then and nobody expects them.
Review each December
Next year's holidays, and any change to opening hours. Fifteen minutes, and it prevents a year of small errors that are hard to attribute later.
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