I think we should have multiple hours in the Sprout Plan. They should give Multiple Hours because if a ticket is due and they are not finished with it they can get penalized when it was not their shift hours. I also think they should have multiple hours because of holidays when you are open different hours then you normally are. That is why I think that they should have multiple hours on the Sprout Plan.
You can modify the values of the default Business calendar that's available on the Sprout plan. You can specify the working hours and also the holidays so that the agents aren't penalised for tickets created after their business hours.