Operating Hours Overview
Operating Hours are defined at two levels in inContact WFMv2: the Stream level and the Organizational Unit level.
Stream Operating Hours
Operating Hours for a Stream define when there is traffic on that Stream. Best practice is to set Stream Operating Hours at 24/7. Otherwise, your data may become inaccurate if you have traffic outside of normal hours for some reason. Each Stream must have one set of weekly Operating Hours, using the time zone of the Organizational Unit to which that Stream belongs. Therefore, Operating Hours can be edited but not deleted.
In addition to viewing and managing Stream Operating Hours, you can view effective Operating Hours for your Contact Groups. Contact Groups are defined as a group of Streams, but in reality provide a way of viewing Streams in the context of agents rather than data.
Organizational Unit Operating Hours
Operating Hours for an Organizational Unit define when that site is open. You may have different hours for sites in different time zones or different shifts. If you have multiple Organizational Units at the same physical location, Operating Hours is likely to be one of differentiating factors that require that topology. Each Organizational Unit must have one set of weekly Operating Hours, configured in the local time zone for that unit. Therefore, Operating Hours can be edited but not deleted.
When you configure Operating Hours for Organizational Units, inContact WFMv2 gives you the option of automatically setting the Operating Hours for associated Streams to match. This is not required, and in some cases is not desirable, since Streams deal with data traffic which may not always correspond to the hours a site is open.
Special Operating Hours
Some organizations have temporary or recurring periods when the Operating Hours for a Stream may not apply. Special Operating Hours can be used for these periods.
For example, a Contact Group has regular Operating Hours of 8:00 AM to 5:00 PM, Monday through Friday. However, during a seasonal peak period, the Contact Group's Operating Hours are 5:00 AM to midnight, Monday through Saturday. You can configure Special Operating Hours for the peak period. This allows you to change back and forth easily, without having the edit the Stream Operating Hours each time.