Hours tab

The Call Target > Hours tab allows you to set the Hours of Operation of your Call Target for each day of the week.

Time Zone

Quick access: Callback > Call Targets > Your Call Target > Hours tab

The Time zone dropdown menu is grayed out by default, and the Use Organization Default Time zone checkbox is selected. In this configuration, the Call Target will apply the time zone configured in the Hours tab on the Global Settings page to the Call Target's hours of operation.

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, you can clear the Use Organization Default Time zone checkbox and select a different time zone from the dropdown list.

The time zone selected for each Call Target will apply to the hours of operation configured in the Hours tab for that Call Target.

Hours of Operation

Quick access: Callback > Call Targets > Your Call Target > Hours tab

The Hours of Operation section of the Hours tab provides options to set the hours of operation for each day of the week and designate holidays with unique hours.

image of the hours tab on the call target page

Use the following steps to add or remove regular hours of operation or holiday hours.

  1. Clear the Use Organization Default Hours of Operation checkbox to begin setting up the hours for the Call Target. If you wish to use the Organization's hours for the Call Target, leave this box selected and skip the following steps.
  2. Click Add Hours entry.
  3. 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.
  4. Enter your opening and closing hours for the day. Click AM or PM to select the time of day.
  5. Repeat Steps 2 through 4 for each additional day that your contact center is open.
  6. Additional actions you can take:
    • To add unique hours for specific dates, such as holidays, click Add Holiday Hours. Enter or select your desired date, then set the hours for that day as needed.
    • To configure any day as Open24 hours, select 12:00 AM to 12:00 AM.
    • To designate a particular day as closed, select the Closed checkbox in the appropriate row.
    • To remove any row from this section, click the Delete icon in the appropriate row.

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 apply when the Hours of Operation are closed for an entire day. In the following example, the system skips the days that are closed and allows scheduling for three days afterward.

diagram illustrating the number of days out to schedule callbacks

Configuring a Five-Day Week

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 five days per week while remaining closed on weekends. Use the following steps to configure a five-day week.

example configuration for a five day week
  1. Click Add Hours entry.
  2. Select Every Day from the dropdown menu.
  3. Set your desired business hours in the corresponding row.
  4. Click Add Hours entry two more times to add two additional rows.
  5. Select Saturday and Sunday in the two new rows.
  6. 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 set to Closed. This will provide you with the same hours five days per week.

Effects on Callback Functionality

When the current time is within a Call Target's hours of operation, the Call Target can perform the following functions.

  • Offer and dial ASAP callbacks
  • Offer and dial scheduled callbacks
  • Offer and perform transitions to SMS messaging
  • Transfer calls to a holding queue

When the current time is outside of the hours of operation, Call Targets can:

  • Offer a scheduled callback for a time within the hours of operation (if enabled)
  • Inform callers that the business is currently closed
diagram illustrating the voice experience at different times of day

Preventing Callbacks Outside of Business Hours

End of Day settings (on the General tab) allow you to offer next-day callbacks before the end of business hours to prevent callbacks from being dialed after the Hours of Operation are closed.

If the Offer Next Business Day Callbacks setting is disabled, be aware that callbacks could be registered up to the last moment of the Hours of Operation, which could cause callbacks to be dialed after the end of the business day.
Tip: If you do not enable Offer Next Business Day Callbacks and you wish to prevent callbacks from being dialed after business hours, then you will need to uncheck the Callback Processing check box at the end of the day and turn it back On when you are ready to take callbacks again

For a step-by-step guide to creating and configuring new Call Targets, see How to Set up a Call Target.