Configuring office hours

Last Updated : Apr 11, 2021 |

Before you begin

  • Know the office hours of the contact center.

About this task

You can configure the days and hours that your contact center is open each week.

It is important configuring the office hours to determine accurate queued time for contacts that can have a delayed response such as email. For example, if a contact is received on Friday and processed on Monday and you configure the office hours to show the contact center is closed over the weekend, the queue time for the contact only includes the time the contact center is open.

You can use the office hour calendar in email rules. The email rules can send a specific response if the office is closed.

The office hour calendar uses sliders to indicate closed times for the contact center. The Start Closed Period slider is a blue triangle (A blue triangle representing the Start Closed Period slider). The End Closed Period slider is a red triangle (A red triangle representing the End Closed Period slider). Each closed period is shown in red with a Start Closed Period and End Closed Period at the beginning and end of the closed office hours.

Note:

You can configure office hours only in the current local time zone of the Omnichannel Database server and not in the UTC time zone.

Procedure

  1. Start Omnichannel Administration utility.
  2. In the navigation pane, click E-mail.
  3. Click Office hours.
  4. In Template section, type the name of a calendar to configure.
  5. Configure holidays for the office hour template.
  6. Beside a day of the week, click A plus sign representing Add.
  7. For the day you select, move the Start Closed Period A blue triangle representing the Start Closed Period slider and End Closed Period A red triangle representing the End Closed Period slider sliders to define a period when the contact center is closed.

    Open hours for the contact center are shown by the green bars. Closed hours are in red.

  8. Repeat step 6 and step 7 for every day of the week.
  9. Click Save.