Time Groups

Time group helps you in setting up the working/non-working hours of agents to facilitate time-based call routing.
Since every agent works in shifts, this service is beneficial for call centers to function 24/7. This way they can allocate agents to specific groups called time groups and route incoming calls to the functioning time group only.
So, an agent working in night shift automatically starts receiving calls upon logging in. This scenario particularly eases the life of supervisors since they will not have to assign calls to agents manually.

To add a time group, follow these steps:

1. Click on the Services tab on the side navigation.
2. Click Time Groups.
3. A list of all the time groups is displayed along with the relevant details.
4. Click on Add Time Group placed at the top right corner.

5. Enter the Time Group Name and provide time-related details under Choose Time.
6. Click Next.

7. Choose Days from the list and click Next.

Note: Press the control key to choose more than one.

8. Choose Dates and click Next.

9. Choose Month and click Add.

10. Click the Save button.