The Working Hours by Schedules page allows you to create schedules of open hours for any day of the week. You also have the ability to define the days of the week that the schedule applies. This means the same schedule can be used for each day of the week or you can create multiple schedules if working hours for your contact center differ from one day to the next.
Multiple open hours intervals can be defined throughout one day. For example, your contact center may be closed from 12:00 PM – 1:00 PM and after 5:30 PM everyday, but open from 8:00 AM – 12:00 PM and again from 1:00 PM – 5:30 PM. This means you would enter your working hour intervals as 8:00 AM – 12:00 PM and 1:00 PM – 5:30 PM. Non-working hours are not defined, and any times not defined are assumed to be non-working hours.
Exceptional dates schedules can also be created. Exceptional dates might consist of holidays, extended hours, or corporate event dates.
When you first navigate to the Working Hours, you are presented with a list of schedules already existing. The following information is displayed for each schedule: schedule name, the applied queue, and status (e.g. In use, Not in use).
Note: A Contact Center Account can only have either Standard Working Hours OR Working Hours by Schedules enabled. If Standard Working Hours is enabled for your account (default Account creation Setting before Nov 2016) but wish to enable Working Hours by Schedules, please contact your service provider.