Symptom / Need

Contact center administrators need to configure a Skill's business hours to ensure that calls are handled correctly during the designated operating hours. Without this configuration, situations such as receiving calls outside of business hours without a defined action could occur, which could impact the customer experience.

Context / Scenarios

• Definition of Operating Hours: Supervisors who want to establish specific schedules for each Skill and define what happens with calls outside of those hours.
• Managing Different Time Zones: Contact centers that operate in multiple regions and need to adjust business hours based on customer time zones.
• After-Hours Actions – Managers who need to set up specific actions (such as redirecting calls to voicemail) when calls come in outside of business hours.
• Resource Optimization: Administrators looking to optimize agent availability by aligning Skill work schedules with agent shifts.

Answer (Solution/Recommendation)

To configure the working hours of a Skill in wolkvox Manager, follow these steps:

1. Access the "Skills" tab.
   1. Go to the left side menu of wolkvox Manager and select the "Agents & Skills" section.
   2. Click on the "Skills" tab to see the list of available Skills.
2. Select the Target Skill.
   1. Identify the Skill whose working hours you want to configure.
   2. Right click on the Skill name and select the "Modify skill settings" option.
3. Open the "Working Hours" tab.
   1. In the Skill settings window, navigate to the "Working Hours" tab.
4. Set the Working Hours.
   1. In the "Working Hours" field, use the drop-down menu to select a schedule previously created in the wolkvox Manager general settings ("Schedule" tab in the main menu).
      1. If you have not previously created a work schedule, you will need to do so in the corresponding section before continuing.
5. Defines the After-Hours Action.
   1. In the "After Hours Action" field, select the action you want to occur when a call attempts to enter the Skill outside of business hours. Common options include:
      1. Redirect to voicemail: The call is sent to the voicemail configured for the Skill.
      2. Play a message: A pre-recorded message is played informing that the operation is closed.
      3. Transfer to another Skill: The call is transferred to another available Skill.
6. Save Changes.
   1. Once you have configured the working hours and after-hours action, click the "Save" button to apply the changes.