This section provides instructions on how to create a new Operating Hours set using the Operating Hours application.
Open the Operating Hours application by selecting Setup > Operating Hours from the WebCare menu.
Type a name for the Operating hours set in the Name field. You should try and make the name meaningful as this is how the hour set will be identified by any other applications that use Operating Hours sets.
Specify a time zone from the Time Zone dropdown list.
In the Business Hours section, check the boxes that match the hours of operation for the hour set you are creating. You can click on a specific day or time to check all of the boxes in that row/column.
Note: Each check box represents a half-hour increment, so selecting the 8:00 AM box you are saying that the customer contact center is open from 8:00 AM to 8:29 AM.
Provide a value for the Padding Before and Padding After fields. These allow you to fine tune your hours sets. For example, if your hour set ends at 5:30 PM each day and you set Padding After to 15 minutes then this means that the hour set will treat your customer contact center as being open until 5:45 PM each day.
Note: This feature adds the specified time on to the start or end of the checked boxes each time it comes to the start or end of a group of checked boxes. For example, if you set Padding After to 15 minutes as your customer contact center closes at 5:45 PM each day and you have not checked the boxes between 1:00 PM and 2:00 PM every day as the customer contact center is closed for lunch, then the Padding After field will also add 15 minutes between 1:00 PM and 1:14 PM as the group of checked boxes ends with the 12:30 PM box.
Use the Days Off section to designate holidays for your customer contact center. You can either select a specific date (e.g., January 1 of every year) or a combination of week, day and month to indicate a day off (e.g., First Wednesday of April). When you have selected a day, click on the Add button to add that day to the Day Off list.
The Closed Message field allows you to specify a message to display to a user if they click on a link when the customer contact center is closed.
The Closed Message: Emails field allows you to specify a comma-separated list of email addresses which will receive a message typed in by the visitor if they click a link when the customer contact center is closed. If no email addresses are provided here, the customer may still enter a message and it will be stored within WebCare.
The Closed Message: Subject field allows you to specify the Subject line of the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.
The Closed Message: From Name field allows you to specify the From name displayed on the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.
The Closed Message: From Email: field allows you to specify the From email address displayed on the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.
Click on Add once you have entered all the required details for your operating Hours set. You can also click on Check Available to see if the Operating Hours set you created would show as available now.
