Configuring Holidays and Zones

Zones

Queue behaviour can be automatically adjusted according to Holidays for the Zone in which a queue is based. Zones are primarily for centralized organizations that answer calls from multiple locations, and have to apply the local working days according to the origin of the call. In such case, public Holidays can occur in each of those locations that do not occur at the same time in the other locations.

A new zone can be added by clicking on the ‘Add’ button in the Zones list, and an existing one can be deleted by clicking on the ‘red bin’ icon.

When adding a new zone, or at any time after it is created, you can specify which queues belong to the zone. It is not possible to assign multiple zones to a queue.

Holidays

A new Holiday can be added by clicking on the ‘Add’ button in the Holiday list, and an existing one can be deleted by clicking on the ‘red bin’ icon.

When a Holiday is added to the system, you specify whether it applies to a specific zone or all zones

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