Working Hours

Working Hours allows you to define when each agent is available to handle conversations.

The system will automatically switch agent status to online or offline based on the configured schedule, ensuring that availability always reflects actual working conditions.

This feature is designed to eliminate manual status management while improving operational accuracy across your team.

Working Hours Page

Working Hours operates per agent, meaning you can configure schedules individually or standardize them across your team.

• If agents have different shifts → configure individually
• If agents share the same schedule → use Apply to Other Agent to scale instantly

This flexibility ensures your setup can adapt to both small teams and complex operations.

Weekly Hours

Weekly Hours define the default working schedule for each agent.

You can:

• Set one or multiple time ranges per day (e.g., split shifts)
• Adjust working days and hours based on team needs

Configure Weekly Hours

Within each day, you can:

• Add (+) → create additional time slots
• Delete (×) → remove time slots
• Duplicate (📋) → copy time ranges to other days

This makes it easy to configure consistent schedules without repeating manual input.

Apply to Other Agent

If multiple agents share the same working hours, you can apply the configuration instantly.

• Click Apply to Other Agent
• Select target agents
• Apply the schedule

This eliminates repetitive setup and ensures consistency across teams, making it especially valuable when managing large teams, maintaining standardized shift operations, or accelerating the onboarding of new agents.

Holiday (Non-Working Days)

Holiday settings allow you to define days where agents are automatically unavailable.

To configure specific Holiday settings:

• Click Set Holiday
• Select date(s)
• Save

Prevents missed expectations by ensuring customers are not routed to unavailable agents during holidays.

Specific Date

Specific Date allows you to override the default schedule for certain days.

Use this for:

• Overtime
• Shift changes
• Temporary adjustments

To configure specific date settings:

• Click Add Specific Hours
• Select a date
• Define custom time ranges