Business hours schedules allow you to define the operating hours of individual communication channels (helpline, campaigns, tickets, chat). Each can be active at different times – you can create a separate schedule for each communication channel.

Working Hours Schemes

By default, the system creates one work schedule – "Standard," which assumes work from 8:00 a.m. to 8:00 p.m. If you want, you can edit it and set your own work hours.

We'll show you how to add your own schedule. From the Administration tab, select Telecommunications → Business Hours .

You can add a new scheme by clicking the Add new button.

By default, the created schedule assumes work from Monday to Friday, 08:00-16:00.

Enter a name for the scheme, e.g., Customer Service, and define the operating hours. For example, we want the hotline queue to be active Monday through Friday from 7:00 AM to 8:00 PM and on Saturdays from 9:00 AM to 1:00 PM. Sunday is a closed day—the checkbox is unchecked.

Special days

Additionally, you can include special days in your schedule, such as holidays or events related to your company's operations. You can add them by clicking the Add button in the Special Days section:

Let's consider two cases:

• Your company will be closed on May 1st due to a public holiday. To do this, select the appropriate date and select the Day off option. Complete the process by clicking Save .

• On January 14, employees undergo internal training and on this day the customer service office will be open exceptionally from 07:00-12:00. Select the Working day option and set the working hours, then confirm your selection:

The special days you create will appear in the timetable.

Confirm changes by clicking the Save button.