Define business hours and schedules

8x8 Contact Center administrators can define schedules for their contact center staff by going to the 8x8 Configuration Manager Schedules tab. Define business hours, holidays, and special events that are followed by your company's departments. For example, if your sales and support teams have different hours of operation, use the Schedules tab to create separate schedules for each team.


  • The Date Picker in the Special Events and Holidays calendar allows you to select a date up to three years ahead of the current year. To select a date beyond three years, enter it manually on the date field.
  • Scheduling a campaign with an Intra Day Schedule with multiple recurring events follows the first Open schedule only and stops for the rest of the events for the day. If you configure a campaign to follow a schedule as shown in the example below, the campaign executes for the first open schedule from 7 AM to 12 PM, and ceases for the rest of the day. You then need to manually run the campaign for the rest of the day.

Add a new schedule

The Intra Day Scheduling feature provides you the flexibility to create multiple schedules within a day, and introduce multiple breaks without having to create nested schedules. You can select multiple call treatment choices to specify the desired call treatment in the IVR tree.

Creating a tenant schedule with the enhanced Intra Day Scheduler is simple and easy. The process involves:

  1. Gathering your contact center business hours and breaks
  2. Gathering your Special Events and Holidays schedule
  3. Defining a weekly schedule calendar
  4. Defining Special Events and Holidays calendars
  5. Configuring call routing and call treatment choices

To better understand the process, let us create a sample schedule for our fictitious contact center; AcmeJets. The Sales team at AcmeJets observes the following schedule:

  • Monday to Friday: 7 AM to 6 PM
  • Monday to Friday: Lunch break 12 PM to 1 PM
  • Saturday: 8 AM to 4 PM
  • Sunday: Always Closed

Concept Link IconSee Also