Set Up an Hours of Operation Profile

Required security profile permissions: Hours of Operation Create

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. You can also create a profile directly from Studio.

This topic explains how to set up an hours of operation profile in the administrative interface.

1. Click Routing → Hours of Operation..

2. Click Create New to display the New Hours of Operation wizard.

3. Enter values in the Profile Name and, optionally, the Description field.

   
4. (OPTIONAL) If you want to base the profile on an existing profile, select Create an Hours of Operation Profile by copying another.

5. Click Next.

   In the Override Branches section, the default value is Normal. Override branches are available only after you create a profile. Click here for more information.

   
6. Set the hours of operation (times during which your contact center is open) in the Normal Hours of Operation field. If you need to set more than one open period in a single day, configure the first set of hours, then select the Additional Hours checkbox and configure the next set of hours. For days when your center is not open, select the Closed All Day checkbox.
7. Click Next.
8. (OPTIONAL) Click Add Holiday to modify the hours of operation for a single day.
   
9. Click Create Profile.