Schedules allow you to set the days and hours during the week that an agent is available.
Schedules allow you to pause an agent from object assignment during certain days of the week, or hours of the day without changing their active status or weight with the team(s) they are assigned to. This is useful if agents only work during specific hours of the day or specific days during the week.
- Click on Agents in the left-hand navigation
- Click on the Edit Availability button next to the name of the agent for which you want to create a schedule
- Next to the day of the week that the agent is available:
- Under Start Time, select the hour of the day that the agent's availability begins
- Under End Time, select the hour of the day that the agent's availability ends
- Select the time zone that applies to the agent
- Click the SAVE SCHEDULE button
By default, all of your agents will be available every hour of every day. Once you set a schedule for any agent on your team, the days that you leave blank will be treated as days they are not available and therefore paused from the distribution.