Queues are open and closed based on the hours defined on both the Working Hours page and the Queues > Manage Hours Page.

If the hours on the Working Hours page are populated, but the hours in the Queues > Manage Hours page are not, all queues will open and close based on the hours defined on the Working Hours page.

The same is true if the hours in the Queues > Manage Hours page are populated, but the hours in the Working Hours page are not, all queues will open and close based on the hours defined in the Manage Hours page.
If hours are defined in both the Working Hours page and the Queues > Manage Hours page, the queue hours must fall within the general hours in order for the queue to be open within the defined opening and closing times. For example:

  1. If the General Hours are set from 08:00 – 18:00, and the Queue Hours are set from 09:00 – 17:00, then queues will be open from 09:00 – 17:00, since the defined time falls within the more open General Hours.
  2. However, if the General Hours are set from 08:00 – 14:00, and the Queue Hours are set from 09:00 – 17:00, then the Queues Hours will not work since the defined time extends outside the General Hours.

Note: Manage Hours Per Queue does not apply if Working Hours by Schedules is configured in the account. See Working Hours by Schedules for details regarding setting schedules and assigning to queues.