Routing interactions with the Schedule activity

The Schedule activity branches workflows based on date and time conditions, enabling a workflow to respond to a business’ hours of operation.

For example, an administrator uses a Schedule activity to route chat messages arriving after hours to an after-hours branch. Interactions following this branch receive a response indicating that the contact center is closed and to send the chat again during business hours.

The Schedule activity is available to all Multimedia Contact Center workflows.

Applying branching conditions to the Schedule activity

The following procedures explain how to
  • Route interactions by time of day
  • Route interactions by day of the week
  • Route interactions by date and holiday
  • Modify schedule conditions
  • Route interactions by schedule
  • Import and export Schedule conditions
  • Route interactions by grouped Schedule conditions
To route interactions by time of day
  1. Right-click the Schedule activity and select Add a schedule condition.
  2. Type a Name for the time condition.
  3. Click Add, and, from the second drop-down list, select Time.
  4. Click 00:00:00-00:00:00, specify the Start Time and End Time for the business (hh:mm:ss), and click OK.
  5. To test the conditions, under Testing, select a date and time and click Test.
  6. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  7. Click Save.
To route interactions by day of the week
  1. Right-click the Schedule activity and select Add a schedule condition.
  2. Type a Name for the day of the week condition.
  3. Click Add and, from the second drop-down list, select DOW.
  4. Click <Value>, select the days of the week the business is open, and click OK.
  5. To test the conditions, under Testing, select a date and time and click Test.
  6. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  7. Click Save.
To route interactions by date and holiday
  1. Right-click the Schedule activity and select Add a schedule condition.
  2. Type a Name for the date or holiday condition.
  3. Click Add and, from the second drop-down list, select either Date or Holiday.
  4. From the third drop-down list, select the date or holiday that the contact center is closed and click OK.
    Note:

    Administrators may select ‘Reoccur every year’ for date conditions if the business is regularly closed on that date.

  5. To test the conditions, under Testing, select a date and time and click Test.
  6. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  7. Click Save.
To modify Schedule conditions
  1. Right-click the branch to modify and click Edit.
  2. Change the branch as required.
  3. To test the conditions, under Testing, select a date and time and click Test.
  4. Click OK to create the branch, or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  5. Click Save.

To route interactions by schedule

Note:

The default schedule conditions determine when Multimedia Contact Center executes business hour workflows and after hour workflows. These conditions include the default Monday to Friday, 9:00 AM to 5:00 PM schedule and the default 24/7 schedule. These default Schedule conditions can be used as is or modified to suit specific hours of operation. See also "Modifying default business hour schedules".

  1. Right-click the Schedule activity and select Add a schedule condition.
  2. Type a Name for the schedule condition.
  3. Click Add and, from the second drop-down list, select Schedule.
  4. From the third drop-down list, select a schedule.
  5. To test the conditions, under Testing, select a date and time and click Test.
  6. Click OK to create the branch, or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  7. Click Save.
To import and export Schedule conditions
  1. Right-click the Schedule activity and select Add a schedule condition.
  2. Type a Name for the schedule condition.
  3. To import schedule conditions, click the Import button, navigate to a *.csv file, and click Open.
  4. To export schedule conditions, click the Export button, navigate to a *.csv file, and click Open.
    Note:
    • Conditions on a single line and separated by a comma are added to a single branch.
    • Conditions on multiple lines and separated by a comma are added to multiple branches.
  5. To test the conditions, under Testing, select a date and time and click Test.
  6. Click OK to create the branch, or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  7. Click Save.
To route interactions by grouped Schedule conditions
Parent topic: Activity list
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