Flow 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.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
Voice |
Yes |
Chat |
Yes |
Task |
Yes |
Flow types
You can use this block in the following flow types:
-
Inbound flow
-
Customer queue flow
-
Transfer to Agent flow
-
Transfer to Queue flow
Properties
The following image shows the Properties page of the Check hours of operation block. The block is configured for specific hours of operation.
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
The following image shows an example of what this block looks like when it is configured. It is configured for Basic Hours of operation. It has three branches: In hours, Out of Hours, and Error.
Related topics
Sample flows
Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows. Following are topics that describe the sample flows which include this block.
Sample inbound flow (first contact experience)
Scenarios
See these topics for scenarios that use this block:
