Creating a tenant schedule with the enhanced Intra Day Scheduler is simple and easy. The process involves:
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.
To create a weekly schedule:
Add a new schedule or edit the Default Schedule.
The Schedules tab has a Weekly Schedule calendar and a Special Events and Holidays calendar.
Specify the Weekly Schedule for your contact center.
For each weekday, select a time range and a call treatment choice specified in the IVR. A call treatment choice refers to a choice within a schedule which allows a time based selection of treatment choices when interactions enter a tenant. Call treatment choices for a schedule include:
Choice 1 to Choice 6: Six alternate options that define more refined choices other than Open or Closed for the day.
Specifying a call treatment choice treats calls as defined in the IVR Schedule Choices.
Add lunch break hours from 12:00 to 13:00 hours and specify an option from choice 1 through 6 and set up this choice with desired call treatment in the IVR.
For example, You can play a message for callers during the lunch hour. “Welcome to AcmeJets. We are currently closed for lunch between 12pm and 1 pm. Please leave a message with your name and account number and we will get back to you as soon as possible. Thank you for your patience”.
For Sunday, a weekly holiday, choose Closed for the day.
You have now successfully created your weekly schedule. The next step is to define exceptions to your weekly schedule in the Holidays and Special Events calendar on the right hand side panel of the Schedules tab. A holiday indicates the business closure, while a special event observes a schedule different from the regular weekly schedule.
To create holidays or exceptions to the regular schedule:
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.
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