Hours

Sets the hours of operation profile to your organization so the script can determine whether your organization is open, closed, on holiday, and so on. You can also create a new hours of operation profile using the profile wizard by double-clicking this action.

Supported Script Types

Properties

Property Details
Profile With this property, you can select an Hours of Operation profile, which the script uses to determine whether your contact center is open, closed, on holiday, and so forth.

Branches

Branch Details

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.

OnOpen

Path taken if the current date and time match the specified criteria for being open.

OnClosed

Path taken if the current date and time fall outside the specified criteria for being open.
OnHoliday Path taken if the current date is marked as a holiday in the settings.
OnError Path taken when the action fails to execute properly.
OnWeather Path taken if you have selected Weather in the Override Branches section in your Hours of Operation profile in CXone.
OnMeeting Path taken if you have selected Meeting in the Override Branches section in your Hours of Operation profile in CXone.
OnEmergency Path taken if you have selected Emergency in the Override Branches section in your Hours of Operation profile in CXone.
OnOther Path taken if you have selected Other in the Override Branches section in your Hours of Operation profile in CXone.

Tips & Tricks

  • The Hours action uses an Hours of Operation profile to determine what to do with a contact.
  • The recommended best practice is to open CXone and create your Hours of Operation profile there.
  • Any profiles you create in CXone will automatically display in the Hours of Operation window in Studio,
  • Make sure you select the same tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment in Studio that you used to create your Hours of Operation profile in CXone; otherwise, you won't see it.
  • If you set an Override Branch in your Hours of Operation profile in CXone, you must have a corresponding branch in your Studio script; otherwise, the script will follow the default branch.
  • At a minimum, set a Default branch in your script so that the Override Branches have a branch to follow if you have not set branches for Weather, Emergency, or other Override Branches.

Phone Script Example Using Hours

This script uses the Hours of Operation Profile (selected in the Hours action) to determine which path to follow (as set by a user-defined variable). While the entire script is valuable in determining whether your company is open, closed, or on holiday, this script also shows the Branch Override paths (Error, Weather, Meeting, Emergency, or Other). These branches can be set through Hours of Operation (in CXone) for a temporary period of time if you have a temporary issue come up, for example, bad weather or an emergency. Remember that if you select a branch override option in CXone, your script must have a corresponding branch; otherwise, the script will follow the default branch. Click here for more information on Branch Override settings in Hours of Operation in CXone.

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