Business Hours

Last Updated : Sep 18, 2024 |
Prolog information
Metadata
Keywords:
The Business Hours task checks whether the customer calls within the working hours. You can configure how the workflow proceeds depending on the timetable check:
  • If the contact center is open, you can configure the workflow to connect customers with agents.
  • If the contact center is closed, you can configure the workflow to provide automated treatment to customers or end the interaction.
  • If the contact center receives an error, you can end the interaction or proceed with the workflow as it would if Orchestration used no timetable check.

Properties

Properties
Description
Timetable
Select the timetable that Orchestration uses to check the working hours of the contact center.

Target tasks

The following table describes the outputs of the task and suggested target tasks for each output:
Output
Description
Target task
In business hours
The timetable check shows that the contact center is in business hours.
You can configure the workflow to connect the customer to an agent.
Start Automation
Out of business hours
The timetable check shows that the contact center is out of business hours.
You can inform the customer about working hours and end the interaction.
Give Treatment, Disconnect
Error
The timetable check shows that an error occurred during the task execution.
You can manage the interaction with the Error Handler task or proceed with the workflow as you would if Orchestration used no timetable check.
Any task
Related links
Orchestration tasks and properties
Assigning business hours