To edit working hours for a day of the week:

  1. Select the tab corresponding to the date you wish to edit or populate (e.g. Monday).
  2. You are presented with an hourly schedule. If this is a new schedule, the schedule will be blank. If you are editing an existing schedule, the selected daily schedule may already be populated with working hours.

    Update

  3. Click Add Interval to start adding your contact center working hours for the selected day.

    Update

  4. The dialog box Edit Interval opens for the selected date. Complete the fields and click OK to save the interval (see below for defined fields).

    Update

    • Description – Type a description for the current interval (e.g. Normal Working Hours).
    • From – Select the start time for the interval (HH:MM) using the 24-hour clock. From the first drop-down menu select the starting hour for the interval (e.g. 08); from the second drop-down menu select the starting minutes for the interval (e.g. 00).
    • To – Select the closing time for the interval (HH:MM) using the 24-hours clock. From the first drop-down menu select the closing hour for the interval (e.g. 17); from the second drop-down menu select the closing minutes for the interval (e.g. 30).
    • Add same interval to other days of the week (Monday to Sunday) – Check the checkboxes for each day of the week you want the interval applied. For example, if you check Tuesday, Thursday, and Friday, then the current interval will be applied to each of those days as well.

      Note: Multiple working hour intervals can be applied in one day. For example, the first working hour interval for the day could be from 8:00 to 12:00, while the second could be from 13:00 to 17:30. This would indicate the contact center is closed for lunch from 12:00 to 13:00.

  5. You will be presented with the populated working hours schedule for the selected day (see screenshots below: top schedule consists of one interval for the day, the bottom schedule consists of multiple intervals for the day).

    Update

    Update

  6. If, after viewing the working hours, you wish to change the intervals, simply click on interval area and the dialog box Edit Intervals will reopen for you to make any further edits.

    Update

    Alternatively, you can click and drag the borders of the intervals in the schedule view to increase or decrease the length of the interval or click and drag the block of time up or down in the schedule to change the start and close times of the interval. You will notice the working hours displayed in the schedule automatically adjusts once you've increased or decreased the interval length or moved the block of time within the schedule.

    Update

    Update

  7. Repeat the above process for the other days of the week. Once intervals have been added for all dates, you can proceed to add any Exception Dates pertaining to your contact center (for more information see Add Exception Dates).
  8. If you have no exceptional dates to add, return to the Working Hours Home page by selecting the General tab and clicking Update. The schedule closes and the Working Hours by Schedules Home page appears.

    Update

    Note: Always click Update to ensure times and dates are saved and the Working Hours Schedules are updated.