Introduction
This article describes the processes for setting Routine schedule hours and adding Holidays in the Contact Flows section of the Premier Contact Point Administration module.
Background
Each organisation will have a set of business hours during which their contact centre is staffed. When calls enter the Contact Flow, a schedule check is performed to route the call accordingly.
There are three possible routes a call can take after the schedule check is performed.
- Business Hours
- After Hours
- Holiday
As business requirements change, it may be necessary to change schedule hours and add holidays to the calendar, to reflect when the contact centre will be open.
How to set Scheduled Hours
- Select Contact Flows from the Administration menu panel.
- Select the script that requires changing from the list and click edit.
- Select Schedule from the Contact Flows menu panel.
- Navigate to the Routine Schedule tab and select an existing entry that needs to be changed and click edit OR click add and set the day, opening, and closing times in the pop-up editor.
- Click Save.
If an Exception Schedule entry is present it will override the Routine schedule.
Calls received outside the Routine Schedule hours are considered as after hours.
How to set a Holiday
- Select Contact Flows from the Administration menu panel.
- Select the script that requires changing from the list and click edit.
- Select Schedule from the Contact Flows menu panel.
- Navigate to the Holidays tab and click add.
- Enter the holiday date and description in the pop-up editor.
- Click Save.
Holiday routing will apply for the entire 24-hour period of a date entered in the holiday schedule.