How do I handle school holidays?

Often it's the opposite of quiet: families at home, calls climbing while you're on reduced staffing. Two settings cover it, in one minute: widen the availability the script announces, and adjust the escalation threshold to your appetite for interruptions. The script can state your holiday callback times — "we'll call you back within 48 hours" — for non-urgent requests. Honestly, many trades hit their best appointment numbers during precisely those weeks.