Overview of Schedules
Time zone
The time zone is an essential part of each schedule. All time calculations within a schedule are based on the selected time zone.
Service statuses
Each schedule can include one or more service statuses, which are assigned based on the current time in the selected time zone. When queried, the schedule service will always select and return the most appropriate status according to the configuration defined in the Weekdays and weekends and Special days sections.
Weekdays and weekends
Generally, a timetable will be repeated daily each week. The Weekdays and weekends section contains times and service statuses for each day of the week (Monday through Sunday). This section contains the standard approach for setting up timetables within a schedule.
Special days
Sometimes, the timings on a specific day deviate from the regular timetable. Special days override timetables for specific dates within the year such as religious holidays like Ramadan, public holidays like Christmas, cultural festivals like Carnival, or election days. In the Special days section, special day configuration can be set to repeat annually or occur as a one-time deviation.
Special dates can be set to repeat annually or occur only on the specific date.
Repeating day | |
|---|---|
Non-repeating day | |
Supervisor permissions for schedules
Supervisor users require permission to access the Schedules section. You can change Manage schedules setting to Read or Modify to grant access.
You can grant your supervisor users permissions to read or modify the configured schedules in VCC:
Read, allowing them to view the schedules configured for the contact center on the Schedules page;
Modify, allowing them to create, edit, copy, and delete the schedules on the Schedules page.
For information on configuring supervisor permissions for schedules, see How do I edit schedule permissions for a supervisor users?.
For general assistance, please contact Customer Support.
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