Configuring business hour schedules

MiContact Center BusinessMiVoice Analytics performs certain tasks during business hours and other tasks after business hours. You create schedules to specify your business' hours of operation and to apply these hours to devices. For example, a business schedule applied to a queue will open and close the queue in alignment with that schedule. You can create yearly or seasonal schedules.

For example, Multimedia Contact Center can send ‘business hour’ auto-response messages to customers contacting you during business hours, and ‘after hours’ auto-response messages to customers contacting you after hours. Applying a schedule to a Multimedia Contact Center workflow tells the system when to send each type of message.

MiContact Center BusinessMiVoice Analytics ships with two default schedules: The default 24/7 schedule for businesses that operate 24 hours a day, seven days a week, and the default Monday to Friday 9:00 AM to 5:00 PM schedule. You can modify these schedules according to your business needs. You can also create schedule exclusion lists, which enable you to omit days such as national holidays from schedules. See "Managing schedule exclusion lists".