Creating Business Hour Rules

Users with Administrator role permissions can create a business hour rule to identify the standard business hours for a specific queue or campaign.

To create a business hour rule: 

  1. Go to Configuration > Business Hours.
  2. Click Create.
    The Creating New Business Hours panel appears.
  3. Enter a Name for the business hour rule that is being created.
  4. Optionally, enter a Description for the business hour rule.
  5. Select the appropriate Timezone for the business hour rule.
  6. Select the Regular Hours option as 24/7 Hours, or Scheduled Hours for specific business hours.
    If selecting a 24/7 setting, no further configuration details are required before submitting.
  7. For scheduled hours, enter the regular business hours for each day of the week, in HH:MM AM/PM format, by typing in the fields directly or by tabbing to the fields and using directional arrows.
    • Start Time: The opening business hour for that day
    • End Time: The closing business hour for that day

    Leave the start and end time fields empty for any day of the week that is considered to be fully after hours.

  8. Click Submit.

Changes can be made to regular business hours by editing the business hour rule configuration for a permanent change, or adding an exception for a particular day.

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