Business Hours Overview
The Business Hours feature lets you create schedules for regular working hours and extra working hours, and to close the contact center for holidays or emergencies. It provides the mechanism for routing these contacts to specific support teams based on the configured work hour schedules, holidays, emergency closures, or extra working hours. You can create Business Hour schedules for various scenarios for various contact center teams. This feature helps you create and apply several Business Hour schedules to the same team. On the other hand, you could apply the same Business Hour schedule to several support teams.
When a customer contacts the contact center, the response by the contact center is based on the status of the support team. This status is evaluated using the Business Hour configured for the team.
Use this feature to:
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Configure default working hours (regular hours) for contact center teams for each day of the week. This option is not applicable to 24x7 support teams.
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Configure the special hours for the contact center team or teams for any special days such as Sale days or holidays.
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Force Close the contact center for any emergency such as a natural calamity.
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Force Open the contact center on a holiday or a non-working day to cater to specific business requirements such as Sale days.
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Create and deploy customer notifications that are based on Business Hour status.
Define the status reasons for business hours and assign codes for each status reason. Status reason is required when you force open or force close a business hour, and when you add special hours and holidays.
Contact Center Enterprise Reference Design Support for Business Hours
Unified CCE supports Business Hours for these reference designs:
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2000 Agents
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4000 Agents
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12000 Agents
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24000 Agents