Set the Hours of Operation for a Queue - Amazon Connect

Set the Hours of Operation for a Queue

The first thing you need to do when you set up a queue is to specify the hours of operation. The hours may be referenced in contact flows. For example, when routing contacts to agents, you might use the Check Hours of Operation block first, and then route the contact to the appropriate queue.

To set the hours of operation for a queue

  1. Choose Routing, Hours of operation.

  2. To create a template, choose Add new hours and enter a name and a description.

  3. For Time zone, select a value.

  4. For Add new, set new hours.

  5. Choose Save.

  6. Now you can specify these the hours of operation when you create a queue, and check them in the Check Hours of Operation block.

How to Specify Midnight

To specify midnight, enter 12:00AM.

For example, if you want to set your hours to 10:00AM to midnight, you would enter: 10:00AM to 12:00AM. Your call center would be open for 14 hours. Here's the math:

  • 10:00AM-12:00PM = 2 hours

  • 12:00PM-12:00AM = 12 hours

  • Total = 14 hours

Examples

Schedule for 24x7

Schedule for Monday to Friday 9:00 AM to 5:00 PM

Remove Sunday and Saturday from the schedule.

The final schedule looks like this:

Use the Check Hours of Operation Block

At the start of your contact flows, use the Check Hours of Operation block to determine whether your contact center is open, and to branch accordingly.