Working hours

You can configure working hours to define one or more shifts. A shift is a period of time which must be identified for operation of a specific contact center. Use a shift to define regular work hours, peak hours, off-peak hours based on your business requirements.

Holiday lists

You can define holiday lists for your organization and associate it to working hours. Use holidays to define the non working days based on your business requirements. When you associate a holiday list to a working hours schedule, the holiday list is applied for that specified schedule.

Overrides

You can define overrides for your organization and associate it to working hours. Use an override to define exceptions to shifts or working hours, based on your business requirements. Associate an override to a working hours schedule to map the duration that can be exempted from the defined business hours, such as emergency hours.

Create working hours

To create working hours, do the following:

Navigate to Contact Center > Business hours > Working hours.

Click Create new working hours.

In General settings, enter a name and description of the working hours.

Choose time zone details from the drop-down list.

In Define working hours, select Add shift. You can add shifts for every day of the week or for specific days. You can create single or multiple shifts within a day.

In the Add shift pop-up window, provide an appropriate name for the shift based on your business requirement.

All days of the week are selected by default. If there is a need to define working hours for specific days, you check the checkbox against the days that you want to apply the working hours.

You can't create shifts with overlapping time range. In such cases, an error notification informs that you must adjust the date and time.
You can create multiple shifts for a single day without the overlap of time duration.

Choose the start and end time. You can apply only one time range when you select multiple days in a shift.

Click Save. The shift details are visible in the Define working hours section.

To edit a shift, click the name of the shift. The Add Shift pop-up window opens. Edit the details and click Save.
To delete a shift, click the name of the shift. The Add Shift pop-up window opens. Click Delete Shift.

In Additional settings, choose a holiday list from the drop-down list, if it is available. This is optional to select and is available only if a holiday list is created based on business needs. For creating holiday lists, see Create holiday lists.

Choose an override from the drop-down list, if it has been created and is available here for specific timezones. Only overrides matching the timezone of the working hours are applicable. For creating overrides, see Create overrides.

Click Create. The new working hours is available on the Working hours page.

What to do next

After creating working hours and adding shifts, you can create and apply holiday lists to working hours. For more information, see Create holiday lists.
You can create and apply overrides to working hours. For more information, see Create overrides.
For managing shifts, see Manage business hours.

Create holiday lists

To create a holiday list, do the following:

Navigate to Contact Center > Business hours > Holiday lists.

Click Create new holidays.

In General settings, enter a name and description of the holiday list.

In Holiday lists, click Add More to add a row. The first row is enabled.

Provide a name for the holiday.

Select the start and end date range for the duration. Holiday applies for an entire day. Time range of start and end time is not applicable.

Select the check mark to save the holiday.

You can add multiple holidays to a list.
You can edit and delete a holiday from a list.
You can't overlap the duration of holidays in a list.

Click Create to create the list of holidays.

What to do next

To manage holiday lists, see Manage business hours. To apply holiday lists to working hours, see Create working hours.

Create overrides

To create an override, do the following:

Navigate to Contact Center > Business hours > Overrrides.

Click Create new overrrides.

In General settings, enter a name and description of the override.

Choose time zone details from the drop-down list.

In Overrides, click Add new override. The first row is enabled.

Provide a name for the override.

Select a start and end date and time range.

Set the toggle to active or inactive state based on when you want to apply the override.

Select the check mark to save the override.

To add multiple overrides in a list, click Add new override.
You can edit and delete an override from the list.
You can't create an override that is within the same duration or a lesser duration of an existing override.

Click Create to create the override.

What to do next

After creating overrides, you can apply them to working hours. For more information, see Create working hours.
To manage overrides, see Manage business hours.

Manage business hours

You can view and manage business hours entities such as working hours, holiday lists, and overrides in the respective sections. You can search for specific working hours, holiday lists, and overrides from the list of entries. When you edit a business hours entity there is an impact on the associated entities and flows.

Navigate to Contact Center > Business hours.

Go to Working hours, Holiday lists, or Override, based on your need.

In the search field, enter the name of the entry. The search results appear based on the inputs.

In Filter, use the check box to select the time zone. The search results appear based on the selection.

You can't use filter for holiday lists.

To sort entries in ascending and descending order, click the Name, Timezone, or Last Modified header sections. Sort the entries with multiple clicks.

Choose an entry to open and edit.

Edit the fields and click Save.

In General Settings > Referenced by, click Reference list to view the list of entities associated. You can also export this list as a .csv file.

To delete a working hours, holiday list or override within the detailed page of the entry, click the delete icon on the right side of the page.

If working hours are associated with other entities, you will not be able to delete them. Remove references to all the associated entities and try again.

To delete an entry from a list within a holiday list or override, click the delete icon on the right side of the row.

A pop-up window displays a message to confirm the deletion. Click Delete.

If the holiday list is associated with other entities, all references to associated entities are deleted.
If overrides are associated with other entities, all references to associated entities are deleted.

What to do next

To access working hours, holiday lists, and overrides in your flow and manage your business-specific routing behavior, see the Flow Designer section in Webex Contact Center Setup and Administration Guide.