Hours

This help page is for Desktop Studio.This information is also available for CXone Studio.

设置您组织的营业时间配置文件,这样脚本可以确定您的组织是否处于营业、歇业、休假等状态。这允许您为每个变体创建分支。例如,您可能希望在节假日或联络中心关闭时播放不同的问候语。

您可以通过双击此操作来创建新的营业时间配置文件。您还可以在 CXone ACD 应用程序创建或编辑配置文件。在 CXone 中编辑配置文件时,请记住多个脚本可以使用同一个配置文件。对配置文件的更改会影响使用该配置文件的所有脚本。

您在 CXone 中创建的任何配置文件都会自动出现在 Studio 的“营业时间”窗口中。如果您有多个租户关闭 用于管理 CXone环境的技术支持、计费和全局设置的高级组织分组,请确保在 Studio 中选择与您在 CXone 中创建营业时间配置文件时使用的相同的租户。如果选择了不同的租户,则不会看到相同的配置文件。

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

通用

电子邮件 聊天 电话 语音信箱 工作项目 短信 数字

Input Properties

这些属性定义操作在执行时使用的数据。

属性

说明

Profile 借助这种属性,您可以选择Hours of Operation profile,脚本使用它来确定您的联络中心是否处于开放、关闭、休假等状态。

Result Branch Conditions

结果分支条件允许您在脚本中创建分支,以在执行操作时处理不同的结果。

条件

说明

Default

除了脚本满足条件要求其接受其他分支的情况之外,所要采用的路径。如果未定义操作的其他分支,也会执行此操作。

OnOpen

当前日期和时间与指定的打开标准匹配时所采用的路径。

OnClosed

当前日期和时间不在指定的打开条件范围内时所采取的路径。
OnHoliday 当前日期在设置中标记为节假日时采取的路径。
OnError 操作无法正确执行时所采用的路径。例如,出现连接不良、语法错误等意外问题时。_ERR 变量以单个下划线字符填充,应包含对问题的简要解释。
OnWeather CXone 中“营业时间配置文件”的“覆盖分支”部分选择了“天气”时所采用的路径。
OnMeeting CXone 中“营业时间”配置文件的“覆盖分支”部分选择了“会议”时所采取的路径。
OnEmergency CXone 中“营业时间配置文件”的“覆盖分支”部分选择了“紧急”时所采用的路径。
OnOther 当在 CXone 中“营业时间配置文件”的“覆盖分支”部分选择了“其他”时所采用的路径。

Create an Hours of Operation Profile

  1. In Studio, double-click the Hours action to display the Hours of Operation Profiles window.

  2. Click Create New.

  3. Enter the name of the profile and then add a description.

  4. Click Next .

  5. For each day of the week, select the time that the contact center will open for business and the time that the contact center will close for the day.

  6. For any days that the business is closed all day, click Closed All Day.

  7. Click Next.

  8. Click Create New.

  9. Enter the name of the holiday and the date and hours of that holiday.

  10. Click Add. You will see the holiday added to the list of holidays. You can use the Test Open Hours to perform an immediate test of the hours your contact center is open or closed.

  11. Click Finish when you have added all of your holidays.

Script Example

此示例并非完整的脚本。要使用此操作,需要额外的脚本编写工作。

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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