Adding Service Hours tables

Last Updated : Feb 24, 2023 |

About this task

Add service hours tables to adjust call routing to the shift schedule of your contact center. You can add up to 999 service hours tables.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Service Hours Tables.
  2. At the top-right corner of the Service Hours screen, click the Add icon.

    The Configuration Server displays the service hour configuration fields.

  3. In Table ID, type a unique identifier of the service hours table.

    The value range is 1 through 99,999.

  4. On the top half of the screen, in Name, type the service hours table name.

    You can type a maximum of 35 Unicode characters.

  5. In Timezone, select the required time zone for the service hours table.
  6. In the service hours table, type the start and end time of working hours for each week day.

    You can type from 0 to 23 hours and from 0 to 59 minutes. For example, 9:00 for the start time and 20:30 for the end time.

  7. Optional To add a new table row, click Add.

    You can use additional rows to indicate agent breaks during the working day. For example, you can specify working hours from 9 a.m. to 12 p.m. in the first table row and from 13 p.m. to 14 p.m. in the second row to indicate a lunch break.

  8. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the service hour configuration and redirects you to the Service Hours Tables screen.