Support center details settings

Holiday hours

With holiday hours, you have the flexibility to create and manage your own set of holidays with complete control over the holiday name, dates, and time. To make holiday management even easier, you can group your holidays together by creating folders.

The holiday hours you configure in the Holidays tab will appear in the Support Center Details > Overview > Hours of Operation settings.

In the Holidays to observe section you can select the appropriate holidays to observe. See Hours of Operation Settings.

Permissions

Of the default permissions, only the Admin permission allows you to create and edit holidays.
Custom roles can also obtain this permission by being granted the Edit permission for the Support Center Details page.

Create Folders and Holidays

Access holiday hours by going to Support Center Details settings and clicking on the Holidays tab.

Add a Folder

You can organize and manage holiday schedules using folders. For example, a folder named "Company Holidays" could include all holidays recognized by the company, such as Christmas, Thanksgiving, and New Year's Day. Another folder could be named "Regional Holidays" for holidays observed in specific regions where the company operates.

To create a new folder, click Add Folder.
Enter a name for the new folder, then click Add to save the new folder or Cancel to discard the changes.

Edit or delete a folder

Find the holiday folder you want to edit in the table and click the three dots (Actions) at the end of the row.
Select Edit folder from the options that appear.
Make any necessary changes within that folder then click Save to update the folder or Cancel to discard the changes.
To delete a folder, click Delete in the Actions column next to the folder. Confim the deletion. Deleting a folder will also delete all holidays within that folder.

Add a holiday

To create a new holiday in the folder, click Add Holiday.
Enter a name of the holiday (for example, New Year's Day). Maximum 25 characters.
There are two options for specifying the Date:
1. Select date range: Enter the Date (format MM/DD). This option is useful for events that occur on the same dates every year, such as Independence Day which is always on July 4th.
2. Select conditional date range: This option is useful for events that occur on different dates each year but follow a specific pattern, such as American Thanksgiving, which is always on the 4th Thursday of November.
Once the radio button is selected, three dropdown fields will appear:
1. Select the Day of Week that you want to specify. Click Add.
2. Select the Occurrence with options from Week 1 to Last. Click Add.
3. Select the Month that you want to specify. Click Add.
Ensure that you have made selections in all three dropdown fields.
Enter the Start Time and End Time in the Time Range field if the holiday occurs during a specific time period.
If the holiday is an all-day event, check the All Day checkbox. When checked, the All Day checkbox disables the Time Range input fields and sets the first field to 00:00 and the second field to 24:00 if they're already filled out. The holiday will span the entire day(s) selected in the Date Range field.
Click the Add button to save the new holiday, or click Cancel to discard the changes.

Edit or delete a holiday

Find the holiday you want to edit in the table and click the three dots (Actions) at the end of the row.
Select Edit holiday from the options that appear.
Make any necessary changes to the holiday's name, date range, or time range, then click Save to update the holiday or Cancel to discard the changes.
To delete a holiday, locate it in the table and click the three dots to bring up the Delete holiday option. Confirm the deletion when prompted.

After hours call forwarding settings: Forward to another number

Go to Settings > Call. Toggle Enable After Hour Deflection to On.
Scroll down to either the IVR Calls or Mobile & Web Calls After-Hours Deflection section.
Select Forward to Number and enter the phone number that calls should be forwarded to.
Click Set Caller Announcements to save your changes.
For more information about after hours deflection settings options, see After Hour Deflection for Calls and Chats.

Holiday components

Reporting: Calls deflected during holidays will not show in reports.

API: When a call deflects during a holiday, the following API responses are available: After hours voicemail, phone number deflection, and after hours message. Deflection data in the API can be found in the following location: https://{subdomain}.{domain}/manager/api/v1/calls

Support Center Details - Hours of Operation Settings

Overview

Settings are available to configure default operation hours and individual settings that may be configured based on Queue, channel, language, time of day, days of the week, or selected holidays.

Once a call or chat is initiated outside of the set hours for the selected queue, what happens to that chat/call depends on your after hour deflection settings. If your queues are not set to 24-hours, be sure to enable After Hour Deflection.

An admin can configure:

General Hours as a global default configuration controlling the days and hours during which your operation is open
Optional Custom Operation settings to override the default settings based on Queue, channel, language or entry point (Mobile or Web)

General hours of operation configuration

The General Operation Hours setting will be used as the default setting for your environment. If the hours for a particular entry point or queue are different, create a new custom setting, as shown below.

Go to Settings > Support Center Details.
Click the edit (pencil) icon to edit the general hours.
Choose the correct timezone. Time zone is used for Operation Hours and Deflection Settings.
Select your support center operation days.
1. 24 Hour Operation: For operations that are always open. Since the operation is always open, no daily hour settings will be shown.
2. Weekdays/Weekends: To be used for operations where the weekday hours stay the same all week and differ for weekend days. One time of day setting for Weekdays and one time of day setting for weekend days will be available for configuration.
3. S/M/T/W/T/F/S: To be used if you have different hours on various days of the week. 7 hours settings for each day will be available for configuration.
  
  Note: Incoming calls/chats outside of these hours will deflect depending on your settings: see deflection section for Call and or Chat settings.
If not using 24-hour operation, input the hours for each day.
Mark off the holidays your support center is closed. On selected holidays your After Hour deflection settings will be used. For other holidays not listed, see Setting Holiday Hours and Call Forwarding{.linktype-component} for more information.
Click Apply to save.

Custom hours and queue settings

For all other specific hours based on Language selected, Entry point used to access CCAI Platform, or even specific queues, a new custom Operation Hour will need to be created.

Click Add Custom Operation Hours.
Name the operation hour setting (for internal use).
Click Next.
Choose the correct timezone for support center operations. Timezone is used for Operation Hours and Deflection Settings.
Select the Days and Hours of Operation setting, then the hours of operation per day.

Note: Incoming calls/chats outside of these hours will deflect depending on your settings.
Mark the checkboxes next to the holidays for this custom operating hour setup. On selected holidays, your After Hour deflection settings will be used. For other holidays not listed, see Setting Holiday Hours and Call Forwarding{.linktype-component} for more information.
Click Next.
Select the Entry Points that will inherit the custom hours per queue.
Select from the available channels - call or chat.
Select any languages that custom hours are associated with.
To select a specific queue or set of queues, Search for the name of the queue, then click Assign.
You can bulk select any assigned entry points and click Delete to delete them.
Or for individual edits,Delete can be used to remove a single entry point.
Click Finish to save.

IVR After Hour settings at the queue level

This option allows for you to set what options should be presented to the consumer when the queue is out of hours.

Configure after hour settings and messages at the queue level

Go to Settings > Queue.
Click Edit / View in the IVR panel.
Click on a queue to edit settings.
Scroll to the Custom After Hour Message Deflection section and toggle On.
Use the radio button to select from the following options:

Message: Message will play, then end the call. Toggle on to use default message set in Settings > Call or toggle Custom Greeting On to enter a Text-to-speech message or upload an audio recording.

Deflect to a Queue: search for the name of the queue, then select from the list of options presented.

Phone Number: Redirect callers after hours to a set phone number. Additional charges for call time apply.

Voicemail: Enables voicemail for this queue with an option for a custom voicemail greeting for this queue.

Mobile After Hours Messages and Custom options

For implementation contact Support.

Enable custom after hours settings

Go to Settings > Support Center Details.
Click On to toggle messages on.
To set the default messages, see Mobile and Web SDK Messages{.linktype-component .linktextconsumer} for further details and examples.

Configure after hours settings and messages at the queue level

Go to Settings > Queue.
Click Edit / View in the Mobile panel.
Click on a queue to edit settings.
Scroll to the Custom After Hour Message Deflection Options Mobile section and toggle On.
Use the radio button to select Deflect to a Queue, or Deflection Options.

Deflect to a Queue: search for the name of the queue, then select from the list of options presented.

Deflection Options: mark the checkboxes next to the channels you would like presented the end-user when accessing the queue after hours.
1. Toggle Display After Hour Deflection Message to On to enable.
2. Use the global after hour message set in Languages & Messages, or set a custom message by selecting Use custom after hour message and entering the message you would like displayed.
Click Set Custom After our Options to save.