Business Hours Use Cases
Use the Business Hours feature to manage the incoming customer calls or digital channel contacts to your teams , by routing these contacts based on the Business Hours you configure.
Use the Business Hour status in an IF node in scripts to control the call and digital channel contacts, such as email and chat, and notify the customers accordingly.
You can have Business Hours scripts for the following treatments:
When the business is open, route calls and digital contacts to the applicable skill groups and precision queues.
When the business is closed, play the message for the closed status with the appropriate Status Reason and terminate the call. Route the digital contacts to the appropriate queues.
When the business is not open 24x7, route the calls to skill groups and precision queues for after-hours support or play the after-hours message.
When the business is open 24x7, at a predefined time before the end of each shift, route the calls and digital contacts to the appropriate queues for the next shift.
When the business is closed for an emergency on a normal working day, notify the customers contacting your contact center appropriately about the emergency closing.
Based on reason code and status, the customers will hear appropriate prompts on the call.