{"id":3790,"date":"2022-06-04T19:03:02","date_gmt":"2022-06-04T13:33:02","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=3790"},"modified":"2022-06-04T19:03:02","modified_gmt":"2022-06-04T13:33:02","slug":"hours-of-operation-2","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/hours-of-operation-2\/","title":{"rendered":"Hours of Operation"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The <strong>Hours of Operation<\/strong> feature helps set the standard hours when an agent is available for customers based on the business operating hours, non-operating hours, and holidays.<\/p>\n<p>On <strong>SmartAssist<\/strong> you can define an agent&#8217;s standard working hours for each day of the week, and set the non-working hours for weekends and public holidays in different time zones.\u00a0 Based on your configuration for <strong>Hours of Operation<\/strong>, <a href=\"https:\/\/docs.kore.ai\/smartassist\/default-agent-flows\/default-flows-2\/\">Default Flows<\/a> are handled by SmartAssist.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Add_Hours_of_Operation\"><\/span>Add Hours of Operation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To add the <strong>Hours of Operation<\/strong>, follow these steps:<\/p>\n<p>1. On the left pane, click<strong> Hours of Operation <\/strong>under the <b>ROUTING<\/b>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/Hours.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4726\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/Hours.png\" alt=\"\" width=\"1024\" height=\"287\" \/><\/a><\/p>\n<p>2. Click <strong>+ New Hours <\/strong>to add a new<strong> Hours of Operation<\/strong> entry.<\/p>\n<p>3. In the <strong>New Hours of Operation<\/strong> panel, enter values for the following fields:<\/p>\n<ul>\n<li><strong>Name <\/strong>\u2013 Add a name based on type or classification to identify the <strong>Hours of Operation<\/strong> profile. For example, <strong>Official Working Hours<\/strong>.<\/li>\n<li><strong>Time Zone<\/strong> \u2013 Select the time zone from the list to set the hours of operation.<\/li>\n<li><strong>Standard Hours <\/strong>\u2013 Set the standard working hours explicitly or opt for the pre-selected hours (9 AM to 6 PM). By default, the status is set to open for weekdays and\u00a0closed for weekends. The status for Saturday or Sunday can be enabled or disabled.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/standard-hours.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4738\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/standard-hours.png\" alt=\"\" width=\"504\" height=\"497\" \/><\/a><\/li>\n<li><strong>Holidays &amp; Special Days Tab<\/strong> \u2013 Set the date, Name, Period, Start Work Time, and End Work Time for holidays or special days. To add a new entry, click the <strong>+ Add New\u00a0<\/strong>button.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/holidays-and-special-days-new.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4741\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/holidays-and-special-days-new.png\" alt=\"\" width=\"625\" height=\"286\" \/><\/a><\/li>\n<li>Enter the <strong>date<\/strong> and <strong>name<\/strong>, enable\/disable the <strong>Partial\u00a0 <\/strong>option (for partial day) under<strong> Period<\/strong>, and\/or reset the default <strong>start time<\/strong> and <strong>end time<\/strong> values (optional)<strong>.\u00a0<\/strong><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/date-n-time-hoo.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4744\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/date-n-time-hoo.png\" alt=\"\" width=\"625\" height=\"177\" \/><\/a><\/li>\n<li>The duration for Holidays or special days can be set to <em>Full day<\/em>, or change <strong>Period<\/strong> from <strong>Partial <\/strong>to <strong>Full <\/strong>to set the hours of operations to a full day.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/holidays-and-special-3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4750\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/holidays-and-special-3.png\" alt=\"\" width=\"607\" height=\"131\" \/><\/a><\/li>\n<\/ul>\n<p>4. To add more hours of operation (date and time) information, click <strong>+Add Another<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/add-another-hoo.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4756\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/add-another-hoo.png\" alt=\"\" width=\"625\" height=\"145\" \/><\/a><\/p>\n<p>5. Click <strong>Save.<\/strong><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Edit_Hours_of_Operation\"><\/span>Edit Hours of Operation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To edit <strong>Hours of Operation<\/strong>, follow these steps:<\/p>\n<p>1. Click the <strong>vertical ellipsis<\/strong> icon of the entry you wish to edit, and click <b>Edit<\/b>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/edit-hoo-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4762\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/edit-hoo-1.png\" alt=\"\" width=\"624\" height=\"115\" \/><\/a><\/p>\n<p>2. In the <b>Edit Hours of Operation<\/b> panel, modify the values for <i>Name, Time Zone<\/i>, the <i>Standard Hours<\/i>, and <i>Holidays &amp; Special Days<\/i>; and click <b>Save<\/b>.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Delete_Hours_of_Operation\"><\/span>Delete Hours of Operation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To delete an <strong>Hours of Operation<\/strong> entry, follow these steps:<\/p>\n<p>1. Click the <strong>vertical ellipsis<\/strong> icon of the entry you wish to remove and click <strong>Delete<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/Delete.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4771\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/Delete.png\" alt=\"\" width=\"1024\" height=\"240\" \/><\/a><\/p>\n<p>2. Click <strong>Delete <\/strong>on the confirmation pop-up.<\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Important:<\/strong> If the Hours of Operation entry is mapped to one or more agents, you cannot delete it.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"The Hours of Operation feature helps set the standard hours when an agent is available for customers based on the business operating hours, non-operating hours, and holidays. On SmartAssist you can define an agent&#8217;s standard working hours for each day of the week, and set the non-working hours for weekends and public holidays in different...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[32,13],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3790"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=3790"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3790\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=3790"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=3790"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=3790"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}