The application calendar affects date calculations within the application, such as the date between business days calculation, and the SLA goal and deadline date calculation. The calendar on the operator record is relevant only if you have users who are not working in the same time zone as the rest of the organization. Otherwise, the application uses the calendar on the organization record and you can skip this step.
Operator calendars will have an impact on chat availability. If a chat request comes in after or before the business hours defined in the specified calendar, then the requestor receives "Off-hours behavior" message.
Determine the calendar instances that are needed for your application.
Determine which operator roles need a distinct calendar.
Determine the operator location.
For more information, see More about Calendar data instances.