Hours of Operation

Hours of operation profiles set business hours for the contact center and for ACD skills. You can set hours for normal days and for special scenarios like holidays.

When you set up hours of operation, CXone generates a profile ID. You can use that ID to select the profile in the Hours action in Studio. Studio actions determine workflow for contact routing. The Hours action changes the workflow based on the hours of operation profile. For example, CXone can add the contact to a queue if your business is open and play a recorded message that tells the contact to call back later if your business is closed.

You can alternatively set an hours of operation profile in Studio.

If your departments work different hours, you can create multiple hours of operation profiles and then assign the department ACD skills to their own hours of operation profile. An ACD skill can only belong to one hours of operation profile.

Each hours of operation profile has an audit history tab that displays a table of information about the creation and last modification of the hours of operation. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.

Override Branches

You may need to override normal contact routing at times. For example, inclement weather or a natural disaster may force a closure of your contact center. Override branches provide a quick way to change your hours of operation profile temporarily, without making changes directly to your script or requiring a new profile.

CXone provides these override branches: Weather, Meeting, Emergency, and Other. To use these, you create a matching branch in your Studio contact routing script. If you invoke an override and there is no corresponding Studio branch, contacts follow the default branch.

You cannot invoke an override branch while creating a new profile. You must create the profile and then edit it to include an override branch.

You configure an expiration date and time for the override at the time you invoke it. If you don't set an expiration, the override is in effect until you turn it off.