Contact block: Check hours of operation

Description

• Checks whether the contact is occurring within or outside of the hours of operation defined for the queue.

• Branches based on specified hours of operation.

Contact flow types

You can use this block in the following contact flow types:

• Inbound contact flow

• Customer queue flow

• Transfer to Agent flow

• Transfer to Queue flow

Properties

You can set up multiple hours of operation so you have one for various queues. For instructions, see Set the hours of operation and timezone for a queue.

Configuration tips

• Agent queues that are automatically created for each agent in your instance do not include an hours of operation.

• If you use this block to check the hours of operation for an agent queue, the check fails and the contact is routed down the Error branch.

Configured block

When this block is configured, it looks similar to the following image:

Related topics

• Set the hours of operation and timezone for a queue

Sample flows

Sample inbound flow (first contact experience)

Scenarios

See these topics for scenarios that use this block:

• Manage contacts in a queue