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