HOURS

Sets the hours of operation profile to your organization so the script can determine whether your organization is open, closed, on holiday, and so on.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

Profile: With this property, you can select an Hours of Operation profile, which the script uses to determine whether your contact center is open, closed, on holiday, etc.

Branches

Default

The branch that will be taken if no other branches are set of if you have selected the Weather, Meeting, Emergency, or Other option in the Override Branches section of your Hours of Operation profile, but you have none of those branches set in your script.

At a minimum, set a Default branch in your script so that the Override Branches have a branch to follow if you have not set branches for Weather, Emergency, or other Override Branches.

OnOpen

If the settings in the Hours of Operation Profile show your contact center to be open, then the script will follow the OnOpen branch.

OnClosed

If the settings in the Hours of Operation Profile show your contact center to be closed (after hours), then the script will follow the OnClosed branch.

OnHoliday

If the settings in the Hours of Operation Profile show your contact center to be closed for a holiday (not closed for after-hours), then the script will follow the OnHoliday branch.

OnError

This is the branch the script will take if an error occurs.

OnWeather

This is the branch the script will take if you have selected Weather in the Override Branches section in your Hours of Operation profile in Central.

OnMeeting

This is the branch the script will take if you have selected Meeting in the Override Branches section in your Hours of Operation profile in Central.

OnEmergency

This is the branch the script will take if you have selected Emergency in the Override Branches section in your Hours of Operation profile in Central.

Other

This is the branch the script will take if you have selected Other in the Override Branches section in your Hours of Operation profile in Central.

Tips and Tricks

The HOURS action uses an Hours of Operation profile to determine what to do with a contact.
The recommended best practice is to open Central and create your Hours of Operation profile there.
Any profiles you create in Central will automatically display in the Hours of Operation window in Studio,
Make sure you select the same business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx in Studio that you used to create your Hours of Operation profile in Central; otherwise, you won't see it.
If you set an Override Branch in your Hours of Operation profile in Central, you must have a corresponding branch in your Studio script; otherwise, the script will follow the default branch.
At a minimum, set a Default branch in your script so that the Override Branches have a branch to follow if you have not set branches for Weather, Emergency, or other Override Branches.

Phone Script Example Using HOURS

This script uses the Hours of Operation Profile (selected in the HOURS action) to determine which path to follow (as set by a user-defined variable). While the entire script is valuable in determining whether your company is open, closed, or on holiday, this script also shows the Branch Override paths (Error, Weather, Meeting, Emergency, or Other). These branches can be set through Hours of Operation (in Central) for a temporary period of time if you have a temporary issue come up, for example, bad weather or an emergency. Remember that if you select a branch override option in Central, your script must have a corresponding branch; otherwise, the script will follow the default branch. Click here for more information on Branch Override settings in Hours of Operation in Central.

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