Holiday/Office Timings

overview the holiday/office timings feature defines the official working hours and holidays for the contact center it is a fundamental function for managing call center availability, ensuring that system actions and customer interactions adhere to the defined operational schedule the primary purpose is to restrict dialing or customer contact during non office hours or holidays manage customer expectations and prevent poor performance metrics by preventing call failures when agents are unavailable key benefits compliance and efficiency prevents failed callback attempts by automatically restricting scheduling beyond the defined office hour timings customizable scheduling allows defining flexible working hours and marking specific dates or recurring days as non working holidays tiered control configuration can be set at the system, campaign, and queue levels, providing fine grained control over scheduling rules service integrity helps the operations team avoid handling callbacks, inbound, and outbound calls together during designated windows functionality the module consists of two main sections working hour configuration and holiday configuration , which can be configured at multiple levels configuration hierarchy the configuration is hierarchical and is used for specific campaign types queue level configuration set by the supervisor for specific queues in chat, interaction, and inbound campaigns overrides campaign level and system level settings campaign level configuration set by the administrator/voice admin for a specific campaign overrides system level settings system level baseline configuration for the entire contact center, set by the administrator/voice admin working hour configuration the administrator/voice admin must first enable the working hours at the system level daily scheduling users define the start time and end time for each day of the week callback hours administrators can also configure a specific start and end time window dedicated solely to scheduling callback calls holiday configuration the administrator/voice admin must first enable the holiday feature at the system level specific dates users can select individual dates on a calendar to mark them as a holiday or a working day reoccurring holidays the system allows setting recurring holidays, such as marking all days of the month as a holiday, or setting first alternate days or second alternate days prerequisites licensing this is a licensed feature , and the appropriate license component must be procured for the center for the tab to be visible and functional enabling both working hour configuration and holiday configuration must be explicitly enabled at the system level before specific hours or dates can be configured usage instructions the configuration is managed by administrator/voice admin at the system and campaign levels, and by supervisor at the queue level configuration (admin/voice admin) enable modules navigate to the holiday/office timings tab in system configuration and slide the status bar to the right to enable working hour configuration and holiday configuration define working hours input the start time and end time for each day of the week, clicking "add" to apply the duration for that day define holidays use the calendar interface to mark specific "date" holidays or select "day" for reoccurring holidays (e g , selecting first alternate days ) configure callback restriction under holiday office hour restriction in non office hours , define the callback start and end times to limit when callback calls can be scheduled apply and copy click "apply" to save changes settings can be copied to other campaigns using the copy function usage by personas agent & supervisor (callback scheduling) when scheduling a callback, the agent or supervisor attempts to select a date and time the system will disable holiday dates on the calendar and display an error message if a non permissible time is selected if an existing scheduled callback's time later falls under a holiday/non working hour due to a policy change, the system automatically adjusts the call to be initiated in the next working hour agent (chat/interaction) when customers send chat or email messages during configured non office hours or a holiday, the ticket is flagged as offline or missed supervisor (monitoring) the dashboard displays the offline chat count, showing the total number of chats received during holiday/non working hours access & permissions ui paths (one feature, three hierarchy surfaces) contact center baseline administrator console > system configuration > holiday/office timings tab campaign override process > campaign > settings > holiday/office timings tab (voice/outbound/inbound/chat/interaction campaigns) queue override supervisor console > manage > queues > select a queue (chat / interaction / inbound) > holiday/office hours required privileges the ui and rest endpoints under /holidayandofficehour/ are gated by two privilege groups — holiday configuration and office hour configuration — each carrying parallel view / search / add / configure (enable toggle) / delete privileges for the contact center and campaign scopes scope privilege keys contact center — holiday dacx cc admin holiday view cc holiday , search cc holiday , add cc holiday , configure cc holiday , delete cc holiday contact center — office hour dacx cc admin office hour view cc office hour , search cc office hour , add cc office hour , configure cc office hour , delete cc office hour campaign — holiday dacx campaign admin holiday view campaign holiday , search campaign holiday , add campaign holiday , configure campaign holiday , delete campaign holiday campaign — office hour dacx campaign admin office hour view campaign office hour , search campaign office hour , add campaign office hour , configure campaign office hour , delete campaign office hour callback only variants (granted independently so an administrator can manage holidays generally without also managing the callback window) cc admin callback holiday , campaign admin callback holiday , cc admin callback office hour , campaign admin callback office hour (plus matching view callback privileges) default role assignments (from rolesconfiguration yaml ) administrator, supervisor, group manager, monitoring agent, analyst, executive, and the system role all receive the holiday configuration and/or office hour configuration groups supervisors use the privileges to manage queue level settings for their assigned chat / interaction / inbound queues configuration parameters setting scope where to configure notes working hours enable toggle cc / campaign / queue holiday/office timings tab, working hours slider when off, individual day rows are read only start / end time per day cc / campaign / queue working hours table (mon–sun) stored as hh\ mm 24 hour values; tenant time zone applies holiday enable toggle cc / campaign / queue holiday configuration slider when off, the calendar rejects new entries holiday entry — date cc / campaign / queue calendar > pick a day > date radio pins holiday to a single calendar day holiday entry — day cc / campaign / queue calendar > pick a day > day radio > all / first alternate days / second alternate days creates a recurrence rule on the same weekday callback office hour cc / campaign callback section on the same tab restricts callback scheduling only; other dialing is governed by working hours callback holiday calendar cc / campaign callback section (separate calendar) independent of the main holiday calendar copy to other queues queue queue row > copy holiday office hours configuration action copies working hours + holidays from the source queue to other queues in the same campaign the full settings resource is exposed via /holidayandofficehour/ rest endpoints (including getallqueueswithholidayofficehourconfigurations for the queue roll up view) limitations & warnings licensed feature the tab is hidden entirely when the holiday/office timings license component is not active hierarchy precedence queue > campaign > contact center lower layers override rather than merge, so leaving a field blank on a queue does not inherit from the campaign retroactive callback shift if the administrator edits working or holiday hours after callbacks have been scheduled, every affected callback is silently re scheduled to the next permissible working hour there is no preview or approval step alternate day recurrence first and second alternate day starts on the same weekday are mutually exclusive; creating both yields duplicate holidays time zone working hours use the tenant's contact center time zone (set separately) multi region tenants must model regions as separate campaigns/queues with their own schedules chat & interaction traffic received during a holiday/non office hour is tagged offline / missed offline handling (auto reply, ticket creation, routing after hours) is shaped by separate offline message and routing rules settings — not by this feature alone callback management license the callback office hour and callback holiday sub sections are only visible when the callback module is licensed and enabled for the campaign related pages /contact center/holidayoffice timings licensed feature — sibling page with the step by step admin walkthrough and screenshots /contact center/callback management — interaction between the callback window defined here and callback scheduling /contact center/callback management in a campaign — campaign level override for callback hours /contact center/queue management — supervisor surface for queue level overrides /contact center/process management — parent hierarchy under which these settings are inherited /contact center/system configuration — admin surface that hosts the contact center baseline /contact center/campaign configuration — campaign level override surface /contact center/offline message — how chat / interaction channels handle traffic received outside office hours /contact center/routing rule for offline chat — routing for chats received during non office hours /contact center/licensing — how the holiday/office timings license is allocated