Hours

Sets the hours of operation profile to your organization so the script can determine whether your organization is open, closed, on holiday, and so on. This allows you to create branches for each variation. For example, you might want to have different greetings to play on holidays or when your contact center is closed. You can create a new hours of operation profile by double-clicking this action. You can also create or edit a profile in the CXone ACD application.  When editing profiles in CXone, remember that more than one script can use the same profile. Changes to the profile impact all scripts that use the profile. Any profiles you create in CXone automatically appear in the Hours of Operation window in Studio. If you have multiple business units High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, be sure to select the same one in Studio that you used to create your Hours of Operation profile in CXone. If you select a different business units High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, you won't see the same profiles.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Profile	With this property, you can select an Hours of Operation profile, which the script uses to determine whether your contact center is open, closed, on holiday, and so forth. If you need to add a new profile, you must do so from the Contact Settings page in CXone.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Open	Path taken if the current date and time match the specified criteria for being open.
Closed	Path taken if the current date and time fall outside the specified criteria for being open.
Holiday	Path taken if the current date is marked as a holiday in the settings.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.
Weather	Path taken if you have selected Weather in the Override Branches section in your Hours of Operation profile in CXone.
Meeting	Path taken if you have selected Meeting in the Override Branches section in your Hours of Operation profile in CXone.
Emergency	Path taken if you have selected Emergency in the Override Branches section in your Hours of Operation profile in CXone.
Other	Path taken if you have selected Other in the Override Branches section in your Hours of Operation profile in CXone.

Script Example

This script uses the Hours of Operation Profile (selected in the Hours action) to determine which path to follow (as set by a user-defined variable). While the entire script is valuable in determining whether your company is open, closed, or on holiday, this script also shows the Branch Override paths (Error, Weather, Meeting, Emergency, or Other). These branches can be set through Hours of Operation (in CXone) for a temporary period of time if you have a temporary issue come up, for example, bad weather or an emergency. Remember that if you select a branch override option in CXone, your script must have a corresponding branch; otherwise, the script will follow the default branch. Click here for more information on Branch Override settings in Hours of Operation in CXone.

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