Working Hours
Working Hours allow agents to specify their availability periods for handling live conversations, ensuring proper routing and coverage within the customer service workflow.
The Working Hours section allows agents to define and manage their weekly availability schedule. This configuration determines when the system considers the agent available to receive Live Conversations or Escalations within Chat Center .
By maintaining an accurate working schedule, businesses can ensure proper workload distribution, improved response times, and efficient customer support coverage across time zones.
Working Hours Table
The default view displays the full week from Monday to Sunday, including start and end times for each day.
| Column | Description |
|---|---|
| Week Day | Lists all seven days of the week. Each row corresponds to one working day. |
| Start | The time the agent becomes available to handle live conversations. Example: 09:00. |
| End | The time the agent stops receiving live conversations or escalations. Example: 17:00. |
By default, all days are set to 09:00–17:00. Agents or administrators can adjust these times as needed.
Editing Working Hours
How to Edit
- Click on the Edit Working Hours button to open a full edit view.
- Click directly on the Start or End field for any day.
- A time picker appears, allowing the agent to select a new value.
- Changes are saved automatically once confirmed.
Editable Fields
| Field | Description |
|---|---|
| Day Selection | Enable or disable specific days if the agent does not work certain days of the week. |
| Start Time | Define the hour and minute when the agent’s shift begins. |
| End Time | Define the hour and minute when the shift ends. |
| Day off | Mark the day as a day off. |
Behavior and Rules
System Behavior
- Agents are marked as Available only during the configured working hours.
- Outside these hours, conversations and escalations are not assigned to them.
- The schedule is synchronized in real time across all Chat Center modules.
Validation Rules
- The Start time must be earlier than the End time.
- Each day must have valid time entries to be active.
- Duplicate days are automatically ignored by the system.
- Changes are effective immediately after saving.
Saving and Notifications
- When modifications are made, the Save button becomes active.
- Once saved, a confirmation banner appears: “Working hours updated successfully.”
- If invalid values are detected (e.g., overlapping times), an error message appears and changes are not applied.