You can have the working hours set up for all the queues or for each queue individually.

If the hours are standard across all queues, only one schedule is needed. If they differ per queue, build as many schedules as needed.

If using the Simple IVR Tool, at least one schedule must be created before starting the build.

Hours can be standard for every day or differ per day. Creating the schedule gives you plenty of flexibility.

Exception dates are not the same as holidays, but are designed for closing for a half day for the annual company picnic, a big all-hands meeting, or other similar events.

For more information on creating a working hours schedule, see Contact Center - Working Hours Tab.