Hours

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

為您的組織設定工作時間設定檔,以便指令碼可以確定您的組織是否營業、不營業、放假等這樣您就可以為每個變數建立分支。例如,您可能希望在節假日或聯絡中心關閉時播放不同的問候語。

您可以透過按兩下此動作建立新的工作時間設定檔。您還可以CXone ACD 應用程式 中建立或編輯一個設定檔。在 CXone 中編輯設定檔時,請記住可以有多個指令碼使用同一個設定檔。對設定檔的更改會影響使用該設定檔的所有指令碼。

您在 CXone 中建立的任何設定檔都會自動出現在 Studio 中的工作時間視窗中。如果您有多個 租戶Closed 用於管理 CXone 環境的技術支援、計費和全域設定的高級組織分組,請務必在 Studio 中選擇與您在 CXone 中建立工作時間設定檔時使用的相同的業務單元租戶。如果您選擇了不同的 租戶,則不會顯示相同的設定檔。

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.

一般

電郵 聊天 電話 語音郵件 工作項目 SMS 數位

Input Properties

這些屬性定義了動作執行時使用的資料。

屬性

描述

Profile 利用此屬性,您可以選擇Hours of Operation profile,指令碼將使用此設定檔來確定您的聯絡中心是開放、關閉還是休假等。

Result Branch Conditions

結果分支條件允許您在指令碼中建立分支,以處理執行動作時的不同結果。

條件

描述

Default

指令碼未能滿足需要它採用其中一個分支的條件時採用的路徑。如果沒有定義動作的其他分支,也會採用該路徑。

OnOpen

當前日期和時間符合指定營業條件時採用的路徑。

OnClosed

當前日期和時間不符合指令營業條件時採用的路徑。
OnHoliday 當前日期在設定中標記為假日時所採用的路徑。
OnError 動作未能正確執行時採用的路徑。例如,當出現連接不良、語法錯誤等意外問題時。_ERR變數(帶有一個下畫線字元)應填入針對問題的簡要說明。
OnWeather 您在 CXone 的辦工時間設定檔之覆寫分支部分選擇了「天氣」時採用的路徑。
OnMeeting 您在 CXone 的工作時間設定檔之覆寫分支部分選擇了「會議」時採用的路徑。
OnEmergency 您在 CXone 的工作時間設定檔之覆寫分支部分選擇了緊急情況時採用的路徑。
OnOther 您在 CXone 的工作時間設定檔之覆寫分支部分選擇了「其他」時採用的路徑。

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

此範例不是一個完整的指令碼。使用此動作時需要額外的指令碼編寫工作。

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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