Business Hours

Purpose

Business hours are the configurable times, which set the availability of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

With the Anywhere365 platform it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voice mail.

One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.

Training Video

Explanation per field

In order to manage Business Hours, the following screen should be filled in:

Item	Description
Start	This field contains the starting time of the Business hour. This must be in the format HH:MM. (Allowed values are 00:00 - 23:59)
End	This field contains the ending time of the Business hour. This must be in the format HH:MM. (Allowed values are 00:00 - 23:59) Tip If End time is earlier or equal to the Start time then the End time is scheduled on the next day.
Day	Select the specific day of the week
AllDay	Will ignore the Start and End times and opens the UCC all day. (A Start and End time are still required so valid time values will need to be filled in)

Create/Edit/Remove item

Item can be created, edited or removed.