Engage Voice | Setting up digital queue business hours
When you create a digital queue to manage your contact center’s digital interactions, you will also need to create business hours that lets the system know the time frames during which the queue should be open — that is, when agents will be allowed to receive new interactions on that inbound queue.
Business hours are arranged in the system by day (Sunday through Saturday) and according to time periods within that day. Each ‘open period’ represents a chunk of time in a day during which the inbound queue will be open. Any time period that falls outside of the open period will automatically be treated as a closed period, and agents will not be able to receive calls during those closed time periods.
You can designate an entire day of the week as a closed day, and you can also break up a day into multiple open and closed periods — as many as you like.
The changes you make to your business hours will repeat every week.
Configuring digital queue daily business hours
Setting up daily inbound business hours is a pretty straightforward process. Take the steps below to schedule your inbound daily business hours.
1. Navigate to Routing > Digital queues & skills via the left-hand navigation bar
2. Select the queue in which you’d like to configure your business hours
3. Navigate to the Business Hours configuration panel in your queue’s configuration panel
4. Click the Edit pencil and paper icon located at the far right in the Daily Business Hours table to open the Edit Business Hours modal window
5. Find the day of the week you wish to edit
6. Check the Closed checkbox if you wish to close the business hours for that entire day
7. Choose the beginning of the open time period via the Start Period field
8. Choose the end of the open time period via the End Period field
9. To add another open period to a day, click the Add new period plus icon (located beneath the start and end open period settings)
10. Repeat steps 4-9 as needed for the remaining days of the week
11. Click Ok to save your changes and exit the modal window
Configuring inbound business hours overrides
Use the Business Hours Overrides section to adjust for specific days when your business hours will need to be modified or closed, like on holidays when you might be closed or have different operating hours. These business hours override the daily business hours that you have configured for your inbound queue’s open and closed hours.
Follow the steps below to configure inbound business hours overrides.
1. Navigate to Routing > Digital queues & skills via the left nav bar
2. Select the queue you’d like to configure your schedule in
3. Select the Business Hours tab from your queue’s configuration panel
4. In the Business Hours Overrides section, click the New Override button at far right to open the Edit Business Hours modal window
5. Choose the Date you wish to override
6. Include a Description of the business hours override
7. Choose the beginning of the open time period for the specified date via the Start Period field
8. Choose the end of the open time period for the specified date via the End Period field
9. Click Ok to close the Edit Business Hours modal window. You will see your new override in the Business Hours Overrides section
10. Repeat steps 4-9 as needed to create additional business hours overrides
11. Don’t forget to save your changes when you’ve finished configuring your business hours overrides
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