Hours
Configure global default hours of operation.
The Hours tab on the Global Settings page allows you to set the hours of operation for your organization for each day of the week.
Configure hours of operation
To configure hours of operation, first select your Time Zone, then configure the hours for each day of the week.
Time Zone
The Time Zone dropdown menu allows you to set the default time zone for your organization. This time zone will be used for each Call Target's hours of operation by default, and it can be overridden for individual Call Targets as needed.
If your Call Targets serve customers from different parts of the world, then you may need to designate a time zone for a specific Call Target that differs from the organization. In this case, we recommend selecting an organization-wide time zone that corresponds to the area in which you operate the most.
Hours of Operation
The Hours of Operation section provides options to set the hours of operation for each day of the week and designate holidays with unique hours. This will set default values to be applied to all Call Targets, and each Call Target can be configured with its own unique hours of operation, as well. If you need to make a change to your hours for any Call Target, those changes take place immediately, as the system considers the hours of operation prior to every callback offer.
Use the following steps to add or remove hours of operation.
Click Add Hours Entry.
Using the dropdown menu, select the first day of the week that you are open. If you would like to use the same hours for all seven days per week, choose the "Every Day" option.
Enter your opening and closing hours for the day.
Repeat Steps 1-3 for each additional day that your call center is open.
Additional actions you can take:
To add unique hours for specific dates, such as holidays, click Add Holiday. Enter or select your desired date, then set the hours for that day as needed.
To configure any day as open 24 hours, set the time from 12:00 AM to 12:00 AM.
To designate a particular day as closed, such as a holiday, select the Closed checkbox in the appropriate row.
To remove any row from this section, click the Remove icon (trash can) in the appropriate row.
Customizing your weekly hours
The "Every Day" option allows you to set the same hours for all seven days per week. However, you may find that you would like to set the same hours for certain days of the week while setting different hours for other days. In the following example, a call center is open five days per week while remaining closed on weekends:
Click Add Hours Entry.
Select "Every Day" from the dropdown menu.
Set your desired business hours in the corresponding row.
Click Add Hours Entry two more times to add two additional rows.
Select "Saturday" and "Sunday" in the two new rows.
Select the Closed checkbox for Saturday and Sunday.
You now have the same hours set for every day of the week, with Saturday and Sunday closed, since the more specific entries override the more general entry. This will provide you with the same hours five days per week.
Effects on callback scheduling
The Number of Days Out to Schedule Voice Callbacks and Number of Days Out to Schedule Widget Callbacks settings do not count days with no available hours of operation. In the following example, Mindful skips the days that are closed and allows scheduling for three days afterward.
