Checkopen

Configures the days and hours your business is open and closed. After verifying the hours and days a contact has come in, the contact will be routed down the appropriate branch.

The Checkopen action verifies the following three date/time criteria when the Checkopen action is triggered:

  • The current time of day to determine whether your business is opened or closed. The time zone is determined by your business unit configuration or a Timezone action. The Timezone action must be placed before each Checkopen, regardless if a Timezone was already placed earlier in the script, such as in front of an Hours action. Failing to add a Timezone action before each Checkopen results in the hours being checked against the Business Unit time zone defined in CXone.
  • The current day of the week to determine whether your business is opened or closed on a weekday or weekend.
  • The current day to determine if it's a predefined holiday that your business closes for.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

OpenTime

Military time cannot be used as a format for these fields.

Verify your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment time zone with CXone. Also, if you use the Timezone action, verify that the time zone in the Time Zone property corresponds to the time you configure in this screen. Enter the hours your business will be open. The default time is 8:00 a.m

CloseTime

Enter the hours your business will be closed. The default time is 5:00 p.m.

Verify your business unit time zone with CXone. Also, if you use the Timezone action, verify that the time zone in the Time Zone property corresponds to the time you configure in this screen.

DaysofWeek

Enter the days you want associated with the specified Open Time and Close Time. The Days of Week are displayed as numbers. Sunday is represented as 1 and Saturday is represented as 7. The default value is 2,3,4,5,6, which corresponds to Monday through Friday.
Holidays Enter the holidays your business will be opened and closed. The format of MM/DD or MM/DD/YYYY. The default is 12/25 for Christmas and 1/1 for New Year’s Day.

IgnoreWeekdays

BooleanClosed A data type that has two possible values: true and false.. When enabled, the Open Time, Close Time, and Week Days properties are ignored. By default, this property is disabled. Set to True to enable.

IgnoreHolidays

BooleanClosed A data type that has two possible values: true and false.. When enabled, the Holidays property is ignored. By default, this property is disabled. Set to True to enable.

DateTimeValue

Used to test complex rules involving multiple Checkopens for times that are outside normal working hours. Enter the custom date/time that will be used in the comparison in the following format: MM/DD/YYYY HH:MM AM or MM/DD/YYYY HH:MM PM.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
Open Path taken if the current date and time match the specified criteria for being open.
Closed Path taken if the current date and time fall outside the specified criteria for being open.