Setup office hours for your team

Pre-requisites: You need ‘Write’ permissions to the Teams resource set to set up office hours for your team.

This guide will discuss how you can set up office hours for a team in Insent.

Benefits of team-based office hours

1. Team-based office hours bring more flexibility to your organization members to function best in a collaborative work setup.
2. Improves your organization’s ability to respond to inbound visitor requests when multiple teams operate across geographies and different office hours.
3. Now, do not be limited by the global office hours setup in widget settings to respond to inbound visitor requests.
4. Improve your median agent response time by routing conversations to available agents who have the right context about the inbound visitor request.

Setting up team-based office hours

To set up office hours for a team, you should navigate to the Teams tab in User Management and locate the team you would like to set up office hours for.

Teams tab in User Management

Locate the team for which you would like to set up office hours and open the team options. This will open up a pop-up menu that details the team composition.

Check the ‘Office Hours’ option to set up office hours for a team. You will be able to set up the weekly availability of a team from this option. The availability of a team is managed by specifying availability slots (timeframes).

Enable and set up office hours for a team

When you set up the office hours for a team, the default timeframe added will be Weekdays 9 AM-5 PM in the time zone you are currently logged in from. You can modify the default timeframe and add up to 9 more timeframes to slice the team’s weekly availability into 30-minute slot intervals. 

Setup custom office hours for a team

Each timeframe has three options in a drop-down menu:

• Days: You can choose between Everyday, Weekdays, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday
• From and To time dropdown: This drop-down allows you to set up office hours by specifying the start time and end time. The slot duration can be defined and incremented in 30-minute intervals.

Note: You can set up office hours for a team by specifying a maximum of 10 timeframes.

Toggling Office hours for a team

After setting up the office hours for a team, you can choose to turn on or turn off office hours from the Teams tab by toggling the office hours option.

Toggle office hours for a team

Turning on the team-based office hours will change the team's availability status and affect how visitor connection requests are routed to agents.

Important: 

If a team does not have team-based office hours configured and are added to a connect to agent step, then the system will route  agent connection requests to the team around the clock.

Thus, please ensure office hours are set up for all your teams that you would like to route agent connection requests.  

Notes - Office Hours & Agent Connection Requests

Individuals and teams can be added to a connect to agent step (routing step) in Insent. The following rules govern whether global office hours or team-based office hours take priority for an individual who may be a member of a team in Insent:

• If Individuals are added to the routing step then the global office hours will be used by default to route connection requests.
• The team-based office hours will override the global office hours in the widget settings if the team is added to the routing step.
• If an individual is a part of multiple teams and these teams are added to the routing step, the resulting office hours will be considered a combination of office hours of teams added to the routing step.

Note: To learn more about routing in Insent refer to the routing in Insent help documentation.

Quick Recap

1. You can set up office hours for a team from Team options.
2. Toggle office hours for a team from Team options or from the Teams list.