--- title: Holiday/Office Timings slug: contact-center/Yr4g-holidayoffice-timings docTags: createdAt: 2025-10-15T08:23:40.778Z --- # 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: 1. **Queue-Level:** Configuration set by the **Supervisor** for specific queues in Chat, Interaction, and Inbound Campaigns. **Overrides** Campaign-level and System-level settings. 2. **Campaign-Level:** Configuration set by the **Administrator/Voice-Admin** for a specific campaign. **Overrides** System-level settings. 3. **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) 1. **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**. 2. **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. 3. **Define Holidays:** Use the calendar interface to mark specific **"Date"** holidays or select **"Day"** for reoccurring holidays (e.g., selecting *First Alternate Days*). 4. **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. 5. **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 - [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.