Defining the Call Center's Work Hours

With this setting, the hours in which messages will be routed to agents can be controlled.

Each SimpleChat channel has two fields: Bot During Work Hours and Bot Outside Work Hours. In accordance with the schedule that was defined, the appropriate notice will be sent to the customer, as detailed below.

To set up channel work hours in versions later than CRM 2011:

  1. Login to the system with the user with whom the system was installed
  2. Select Options from the Settings menu (gear icon) at the end of the command bar
  3. In the window that opens, on the General tab, set Time Zone to the agents' time zone
  4. From the Settings menu, choose Service Management
  5. Under the Service Terms section, select Customer Service Schedule
  6. Click New and give a unique name to the schedule (this is the name you'll need to enter in each channel that uses the schedule)
  7. Set Work Hours per day according to the time and hours required for the channel
  8. To set days when the business is closed, select Observe for Holiday Schedule and select the holiday schedule in the field that appears

Note: The holiday schedule allows only applying whole day business closures. If you want to set days when the business is partially closed, such as on holiday eve, set Business Closures under the Business Management command from the Settings menu, and mark the channel's Apply business Closures field to consider business closing times

  1. Set Time Zone according to the time zone of the agents
  2. Click Save and Close to save the schedule
  3. From the Settings menu, choose SimpleChat Channels under the SimpleChat section
  4. Open the channel record for which you want to set the business hours
  5. Write down the above name of the schedule that you created in the Service Schedule field and click Save and Close

To set up channel work hours in CRM 2011:

  1. Login to the system with the user with whom the system was installed
  2. From the File menu, choose Options and on the General tab, set the Time Zone field according to the activity hours of the agents
  3. From the Settings menu, choose SimpleChat Channels under the SimpleChat section
  4. Open the channel record for which you want to set the business hours
  5. In the Service Schedule field, select the user to whom the schedule will be set
  6. Click Save to save the channel record
  7. Open the user record that you selected in the Service Schedule field
  8. Choose Work Hours from the side menu to set the required work hours for the user
  9. On the screen that opens, select a day from which the schedule will start
  10. From the Set Up drop down menu, choose New Weekly Schedule
  11. Choose Vary by Day
  12. To set days when the business is closed, select the Observe option for a Holiday Schedule. To define the days when the business is fully or partially closed, select Business Closures under the Business Management command from the Settings menu
  13. Set work hours for each day according to the time and hours of work of the agents
  14. Set the Time Zone field according to the time zone of the agents
  15. Click Save and Close to save the schedule of the user