Holiday/Office Timings

10 min

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.

Holiday/Office Timings (Licensed Feature) — sibling page with the step-by-step admin walkthrough and screenshots.

Callback Management — interaction between the callback window defined here and callback scheduling.

Callback Management in a Campaign — campaign-level override for callback hours.

Queue Management — Supervisor surface for queue-level overrides.

Process Management — parent hierarchy under which these settings are inherited.

System Configuration — admin surface that hosts the contact-center baseline.

Campaign Configuration — campaign-level override surface.

Offline Message — how Chat / Interaction channels handle traffic received outside office hours.

Routing Rule for Offline Chat — routing for chats received during non-office hours.

Licensing — how the Holiday/Office Timings license is allocated.

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