Availability Calendars
Last updated
Last updated
Availability calendars can be used to define multiple time periods where your team is available or not. By visually representing time periods when agents are available or unavailable, these calendars streamline scheduling and coordination across teams. They can be tailored to cover daily, weekly, or monthly time frames, accommodating the diverse needs of businesses with varying hours of operation.
Inside the bot flow, you can use the Availability Calendar Action to quickly check if the current date and time falls inside an unavailable or available combination and tailor your flow so that the bot can automatically engage an agent or offer your customers an alternate support method.
By ensuring that customer inquiries are directed appropriately based on team availability, businesses can provide more responsive and effective customer service.
You are free to create as many calendars as your business need. Calendars can be enabled or disabled to quickly turn off flow controls.
Inside each calendar you can have any number of Availability Periods. Each period define a time frame that indicate availability or unavailability.
Periods can overlap in the calendar. In cases where an overlap occurs, unavailability takes priority over availability. This means that even if there is a scheduled available period, the time will be marked as unavailable if any overlapping period indicates unavailability.
The definition of a period is done by selecting a combination of days of the week, specific days, months years and hours. If your periods do not cover a specific date, it is assumed to be unavailable.
As an example, to define a standard week from 8 to 17 with a 1 hour lunch break we would create the 2 periods below.
First, the standard work week, where our agents are available:
and second, our lunch break unavailable period:
At any time, you can activate the Calendar Simulation to verify your periods setup. The simulation will automatically display the current month as well as the previous and next one.
You can navigate through different years by using the arrow buttons. To view the schedule for any specific day, simply hover your mouse pointer over the date. The days on the calendar are color-coded for easy reference: a red day indicates complete unavailability, while a green day shows complete availability. If a day is green with a small orange marker, it means that both available and unavailable time periods exist for that date.
