Configure Availability for Your Live Experience Teams

You can customize availability for teams.

Before you start

Create users and assign them to teams, and create routing rules to assign engagements to teams. See

• How You Manage Users
• How You Manage Teams
• Overview of Routing Rules

In addition to configure routing rules to assign engagements to teams, you may want to customize the availability of those teams.

For example, you might want to have a support team for customers in Asia, one for customers in the Americas, and another for European customers. Or you might have a particular department that's only staffed by associates during nonstandard hours. Live Experience lets you easily cover all of those scenarios.

Here's what to do

1. From the Admin Console navigation menu, select Users.
2. Select the Teams tab.
3. Click the pencil icon for the team you want to configure.
4. Enable Limit Availability.
   The other fields on the page become available.
5. Configure the availability settings you want and click Save.

Results:

With team availability enabled, the web or mobile widget will still display outside the hours you've specified for the team, but a customer will see a message saying that no associates are available.