Exception dates can consist of holidays, extended hours, or corporate event dates. These are dates where your Contact Center may have shortened hours. The dates added here determine when a caller is sent to the call flow implemented for a holiday or exception date.

To add Exception Dates:

  1. Select the Exception Dates tab. If no dates have been added, a red-colored note reading "No exception date has been created" appears in the bottom left corner of the tab.

    Add Exception Dates

  2. Click Add Date.

    Add Exception Dates

  3. The dialog box Add Exception Date appears. Assign a Name and Date for the exceptional date and click OK.

    Add Exception Dates

    A message at the bottom of the dialog box indicates which exception date is coming up accompanied by the date of occurrence. For example, if an exception date is created for the current date, the exception date will take effect on the current date during the time it is scheduled, but the message will indicate that the next occurrence date is the following year. If the exception date is created the day before it occurs, however, the next occurrence date will be the following day. Currently, re-occurrence is on an annual basis.

  4. Next click Edit, located to the right of the Exception Date entry.

    Add Exception Dates

  5. The dialog box Edit Exception Date opens. Select the Interval Tab. You are presented with an hourly schedule. If this is a new exception date, the schedule will be blank. If you are editing an existing date, the selected daily schedule may already be populated with working hours.

    Add Exception Dates

  6. Click Add Interval to start adding your Contact Center working hours for the selected exception date.

    Add Exception Dates

  7. The dialog Add Interval opens for the selected date. Type a description for the exception date and use the drop-down menus to select a starting time (From) and closing time (To) for the Contact Center working hours on that date. For example, the Contact Center might be closed for the day from 9:00 AM for an annual meeting, however, it maybe is open before the meeting from 6:00 AM – 9:00 AM (see screenshot below). Click OK.

    Add Exception Dates

  8. The schedule is populated with the open hour intervals.

    Add Exception Dates

  9. Repeat the above procedure for any additional exception dates you wish to add to the schedule.
  10. Once you have finished with the exception dates, click on the General tab and click Update to return to the Working Hours Home page.
    Note: Always click Update to ensure times and dates are saved and the Working Hours Schedules are updated.