Configuring business hour schedules
Multimedia Contact Center performs certain tasks during business hours and other tasks after hours. For example, the system can send auto-response messages to interactions received after hours, informing customers that the contact center is closed and to expect a response during business hours. Applying a business hours schedule to workflows tells the system when to send this message.
Multimedia Contact Center ships with a default 24/7 business
hour schedule and a default Monday to Friday 9:00 AM to 5:00 PM
business hour schedule. Administrators can
- Modify the default business hours schedules
- Create new business hour schedules
- Manage business hour schedule exclusion lists to omit days from schedules, such as national holidays.
- Apply business hour schedules to workflows
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