Once you've added a new working schedule, you can start defining the working hours for your contact center. This will determine when callers are able to get through to an Agent. Calls that are waiting in queue when the contact center closes will not be dropped. Only calls received after closing time will be sent to the call flow implemented for after hours.
To edit a schedule:
- Click Edit, located to the right of the schedule entry.
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- The Schedule Details page opens. This page is divided into 9 tabs, starting with the General tab, which contains the Name and Description of the schedule. The other eight tabs are for each day of the week (Monday to Sunday) and for Exceptional Dates.
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