Defining Working Hours
Define working hours for your team or just for a specific skill to manage customer interactions effectively.
Prerequisites
Before you start:
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Make sure you have permissions to use the Contact Center and Analytics Studio (CCAS).
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Log in as a Group Manager.
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Log in to CCAS.
TIP: Open the CCAS while following this how to guide.
Defining working hours in the skill type
1. Open a team
-
Click
in the bottom left corner of the CCAS desktop. -
Scroll down to the Management section.
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Select Teams to open the Teams app.
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Click the team you want to edit. For example,
Support.
2. Define working hours for the skill type
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Select the Skill types tab at the top of the Teams app window.
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Click the skill type you want to edit. For example,
Voice. -
Scroll down to the WORKING HOURS section.
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Click Add in the top right corner of the WORKING HOURS section.
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Select working days and update the hours for the selected days. For example, select Monday to Friday and set the hours from
09:00to19:59.
3. Define when to start automatic calls
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Update the STARTING TIME OF AUTOMATIC CALLS.
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Update the EXCEPTIONS FOR WORKING HOURS if needed. For example, the 1st of May is a public holiday, so you can add it as an exception to the working hours.
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Click Save in the top right corner.
Defining working hours in the skill
1. Open a team
-
Click
in the bottom left corner of the CCAS desktop. -
Scroll down to the Management section.
-
Select Teams to open the Teams app.
-
Click the team you want to edit. For example,
Support.
2. Define working hours for the skill
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Select the Skills tab at the top of the Teams app window.
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Click the skill you want to edit. For example,
Chat - EN - UK. -
Close the General accordion if it’s open.
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Scroll down to the Timetable accordion.
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Select
Yesin the DEFINE SCHEDULE IN SKILL dropdown menu. -
Click Add in the top right corner of the WORKING HOURS section.
-
Select working days and update the hours for the selected days. For example, select Monday to Friday and set the hours from
09:00to12:59. Operators in this skill will work only in the mornings. -
Update the EXCEPTIONS FOR WORKING HOURS if needed.
-
Click Save in the top right corner.
Result
After defining the working hours, the system automatically manages customer interactions based on the working hours you set. For example, if a customer makes a call outside of the defined working hours, the system can send an automated response informing the customer about the working hours and when they can expect a response.