Define periods of availability for calendar groups to calculate penalties and for reporting purposes.
To define calendar periods for calendar groups:
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Select Operations > Call Center > Calendar Groups.
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Select the calendar group for which to define periods, and then click the Calendar Periods tab.
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Click Add Calendar Period.
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Specify this information:
Calendar Period - Specify the name of the calendar period.
Start Date - Specify the date the calendar period starts.
End Date - Specify the date the calendar period ends.
Monday Start Time - Specify the start time for Mondays during the calendar period.
Monday End Time - Specify the end time for Mondays during the calendar period.
Tuesday Start Time - Specify the start time for Tuesdays during the calendar period.
Tuesday End Time - Specify the end time for Tuesdays during the calendar period.
Wednesday Start Time - Specify the start time for Wednesdays during the calendar period.
Wednesday End Time - Specify the end time for Wednesdays during the calendar period.
Thursday Start Time - Specify the start time for Thursdays during the calendar period.
Thursday End Time - Specify the end time for Thursdays during the calendar period.
Friday Start Time - Specify the start time for Fridays during the calendar period.
Friday End Time - Specify the end time for Fridays during the calendar period.
Saturday Start Time - Specify the start time for Saturdays during the calendar period.
Saturday End Time - Specify the end time for Saturdays during the calendar period.
Sunday Start Time - Specify the start time for Sundays during the calendar period.
Sunday End Time - Specify the end time for Sundays during the calendar period.
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Select the Internal Office Hours check box to indicate the calendar period represents internal office hours for the calendar group.
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Click Submit.