Hello,
When holiday closures occur and are documented as so, there is not currently a good way outside of a data pull and manual editing to exclude data from the reporting.
For instance, when customer support is closed for a holiday the data around those cases impacted should be able to be excluded from statistics.
Also currently, cases impacted by the holiday are getting hit with SLA violations even though they are not an SLA miss given we were closed.
Thank you for your consideration.