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