Time Groups

Set up your business hours, bank holidays and any other time intervals you need. You will use these to route your calls, SMSs and chats in Time conditions.

Create Time Group/Edit Time Group

Go to Manage → Settings → Time groups. You will see a list of you existing time groups.

To create a new Time group from scratch, click Add new.

To use an existing Time group as a template for your new one, click Clone in the Actions column.

To edit an existing Time group, click its title.

The Time group details will open.

Header

Fill out the Title and Description in the header.

Groups: link another time group with the one you are currently editing. Setting up your time groups this way will save you from having to route your incoming activities from one time condition to another. See the example below:

Linking time groups – example

Your company has 2 departments which have different business hours (e.g. Sales and Support), but your whole company is closed on bank holidays.

First, create a time group called "Bank Holidays". Set up the dates when you are closed (see below).

Then create a time group called "Sales". Enter "Bank Holidays" into the Groups field. Set up your Sales opening hours, e.g. Monday to Friday, 9 AM – 5 PM.

Last, create a time group called "Support". Again, enter "Bank Holidays" into the Groups field. Set up your Support opening hours, e.g. Monday to Saturday, 7 AM – 7 PM.

Both departments will now be closed on bank holidays and have their own opening hours on other days.

Definitions

Select if you are setting up a closed or open time in Type.

Under System, select if you want to set up your Own date and time or to select from a list of predefined Public Holidays in the countries where you operate.

Go to Manage → Global settings → Public holidays countries to select which countries' public holidays will be displayed in Time Groups.

If you have selected Own, set up your Time, Day of the week, Day, Month and Year.

If you have selected Holiday, select the specific public holiday and set up the Time.

Only use the fields that you need – you can leave the rest empty.

Using the Simulation button in the top right corner, you can select a date and time and test whether the Time Group will be Open or Closed (from version 6.19.13).

If you select only Type: Closed in all your Definitions, you will be Open the rest of the time. However, if you select at least one Type: Open, you will only be open during the times set up in open Definitions.

The same concept applies vice versa if you select only Type: Open.

Example – incorrect setup:

You set up your Time Group so that you are closed on all public holidays, meaning you are open all other days. Your opening hours Mon-Fri 8AM-5PM are set up in another Time Group that you included in Groups in the Header above.
You change your mind and decide you want to be open on January 1st, so you change Type to Open in the given Definition.
You will now be open ONLY on January 1st.

Example – correct setup:

You set up your Time Group so that you are closed on all public holidays, meaning you are open all other days. Your opening hours Mon-Fri 8AM-5PM are set up in another Time Group that you included in Groups.
You change your mind and decide you want to be open on January 1st, so you delete the Definition that closed on January 1st from the Time Group.
You are now closed on all public holidays except January 1st.