A timetable is a schedule to manage business hours and holidays affecting your contact center operation. You can define multiple timetables for different channels and aspects of your business. The timezone used for the timetable is configurable. For your convenience, use the timezone where you operate your contact center rather than the timezones where agents are located. Avaya Experience Platform™ Public Cloud applies the selected timezone solely for the timetable. Across the solution, Avaya Experience Platform™ Public Cloud uses UTC. If you must consider the daylight saving time, adjust the timezone in your timetable accordingly twice a year when the shift occurs.

A timetable consists of the following items:

Timetable items have different priorities depending on their type. The following are the priorities of timetable items from high to low:

1. Holidays

2. Date intervals

3. Day intervals

Items with a higher priority override those with a lower priority. Therefore, Orchestration first checks the items with higher priority. For a positive check, Orchestration does not check the remaining items.

You can create, update, and delete a timetable. When you delete a timetable associated with a queue, Avaya Experience Platform™ Public Cloud automatically disassociates the timetable. Avaya Experience Platform™ Public Cloud always treats the queue as in hours.

Within a workflow in Orchestration, you can add a Business Hours task that checks whether the customer calls the contact center during the working hours. If the contact center is closed when the customer calls, you can configure the workflow to provide automatic treatment or end the interaction.