How to set agent hours

You can set unique business hours per agent.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Agent Hours tab, select Set hours of availability for this agent.
  3. Set the agent's time zone.
  4. Set the agent's hours, as follows:
    1. Click Add business hours to display the settings pane.
    2. Set the hours.

    Result: At any time outside the range, the agent's status is set to Away.

  5. To prevent the agent from manually setting their status to Available outside their hours of availability, select Prevent manual override.
  6. Save your changes.