Configuring Zoom Contact Center operating hours

Zoom Contact Center admin can configure business and holiday hours from a central Operating Hours tabs in account-level setting, then apply hours to queues or flows. They can also set default business and holiday hours for the account.

Requirements for configuring Zoom Contact Center operating hours

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to create business hours

Business hours are typical open hours for your contact center. You can create a business hours set and make them as the account's default.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Operating Hours tab.
4. In the Business Hours section, click Add Business Hours.
5. Change business hour settings.
6. Click Save.

How to create a closure set (holiday hours)

Closures are set of holidays or other planned closures for your contact center. You can create a closure set and make them as the account's default.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Operating Hours tab.
4. In the Closures section, click Add Closure Set.
5. Change the settings for theclosure set.
6. Click Save.

How to edit or delete business hours or closure set

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Operating Hours tab.
4. In the Business Hours or Closures section, locate the business hours or closure set you want to edit, then click the ellipses icon in the last column.
5. Click one of these options:
   • Edit: Change the business hours or closure set settings.
   • Duplicate: Duplicate the business hours or close set. Enter a display name and description, then click Duplicate.
   • Set as Account Default: Change the account's default business hours or closure set to the selected business hours or closure set.
   • Delete: Delete the selected business hours or closure set.

Business hours settings

• Business Hours Details
  
  • Business Hours Name: Enter an internal display name to help identify the custom variable.
  • Description (Optional): Enter an internal description for the bossiness hours.
  • Time Zone: Select the time zone of the business hours.
  • Hours: Specify the business hours. If you select Custom Hours, select the days then specify the time periods for that day.
• Account Default
  
  • Set as default business hours for account: Select this check box to set these business hours as the default for the account. Only one set of business hours can be default. If another business hours set is the default, these business hours will become the default.
• Used in: Displays the queues and flows that the business hours are being used in.

Closure set settings

• Closure Set Details
  
  • Closures Name: Enter an internal display name to help identify the custom variable.
  • Description (Optional): Enter an internal description for the bossiness hours.
  • Time Zone: Select the time zone of the business hours.
• Closures: Click Add Closure, then fill in the following information.
  • Name: Enter an internal display name for the closure.
  • All Day: Select this check box to have the closure all days in the time period specified in the From/To fields. Clear the check box to specify start and end times in theFrom/To fields.
  • From/To: Specify the time period for the closure.
  • Repeats: Select an option to specify if the closure repeats
• Account Default
  
  • Set as default closures for account: Select this check box to set this closure set as the default for the account. Only one closure set can be default. If another closure set is the default, this closure set will become the default.
• Used in: Displays the queues and flows that the closure set is being used in.

How to apply business hours or closure set to a queue

By default, all queues use the default business hours and closure set. Follow these steps to change the business hours and closure set for a specific queue after you've created business hours and a closure set.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. In the Operating Hours section, change Business Hours and Closures to the preferred business hours and closure set you created.
5. Click the Operating hours overflow toggle to enable overflow handling. When a queue is unavailable based on the operating hours, you can configure overflow options such as prompt messages, voicemail, or routing to another queue or flow.
   • Play goodbye message, then disconnect: This is applicable to voice only. The system will play a pre-configured goodbye message to the caller before disconnecting the call.
   • Reply goodbye message, then disconnect: This is applicable to both messaging and video channel. The system will play a pre-configured goodbye message to the caller before disconnecting the call.
   • Leave Voicemail: This is applicable to voice only. Select an inbox to route to, then click Confirm.
   • Route to Queue: This is applicable to all channels. Select a queue to route to, then click Confirm. You can only route to a queue that's in the same channel as the current queue.
   • Route to Flow: This is applicable to email, voice and video channels. Select a flow to route to, then click Confirm. You can only route to a flow that's in the same channel as the current queue.
   • Disconnect engagement: This is applicable to email only. Ends the consumer's engagement if the maximum wait time in the queue or the maximum number of engagements in the queue is exceeded.

How to apply business hours or closure set to a flow

After you've created business hours or a closure set, you can add these to the Condition widget and route consumers based on if the current time is within the available or unavailable period determined by the associated business hours and closure set.

1. Add or edit a Condition widget.
2. Select the Condition widget and customize these settings in the Settings tab:
   
   • Type: Select Operating Hours.
   • Business Hours: Click the toggle to enable to disable business hours for the widget. If enabled, select the business hours that will determine the availability.
   • Closures:Click the toggle to enable to disable closures for the widget. If enabled, select the closure set that will determine the availability.
   • Availability Calendar: Displays the available days in a calendar format based on the associated business hours and closure set.
3. Click the Exit tab to set these exit settings.
   
   • Available: Select the destination widget when the current date/time is within the available date/time determined by the business hours and closure set.
   • Unavailable: Select the destination widget when the current date/time is outside the available date/time determined by the business hours and closure set.