Override the Normal Hours of Operation

Required security profile permissions: Hours of Operation Edit

Hours of operation profiles allow you to configure business hours within the system, both for normal scenarios and special scenarios like holidays, seasonal periods, and so forth. These profiles can be used with Studio actions to automate contact routing decisions.

This topic explains how to invoke an override branch for an hours of operation profile in the platform. Override branches enable you to quickly change your contact routing in case of inclement weather, emergency, or other special circumstance.

1. Click Routing → Hours of Operation.

2. Click an hours of operation profile to open it.
3. Click Edit.
4. In the Override Branches section, select the branch you want to invoke. Your Studio contact routing script must have a corresponding branch set up. For example, if you select Weather, you must have a Weather branch (see example) in your script.
5. For Expiration Date, enter a date or use the calendar picker to select one. Use the drop-down to select a time. If you don't set an expiration date and time, you must manually turn off the override.
6. Click Done.