Hours of Operation in Webex Connect

There are two ways to leverage hours of operation, HOO, inside of Webex Connect:

1. Engage HOO

2. Social Hours in Flow

Engage HOO

If all channels use the same HOO, you could use the Engage HOO table to open and close all channels at the same time.

1. Open Engage through the WxCC management portal

2. Click on top-right initials and select Switch to Customer Care

3. Click on Settings on the left-hand menu

4. Select Working Hours in the Configure section on the left

5. Setup the working hours and automated message

Remember using this option will mean ALL digital channels will follow this one HOO configuration.

Social Hours in Flow

If each channel has specific HOO needs, you must use the Social Hours node within the specific channel flow.

1. Edit the flow in question

2. Delete the connection between the start node or evaluate node and the next node (Search Conversation node)

3. Add Social Hours node

4. Add additional communication node (In-App Messaging, Email, SMS, etc) which will be used to communicate after-hours message

5. Connect Social Hours node to second node (Search Conversation)

6. In the Social Hours node, select “Branch requests not in social hours” in Social Hours Policy

7. Configure the hours for the entire week, or select Customize by Day to add day-specific HOO

8. Add holidays as needed

9. Select time zone

10. Save nodes and flow

Open

Open