Create Operating Hours with Time Slots

Create Operating Hours

If operating hours aren’t defined for your call center, create an Operating Hours record for them.

1. Open Operating Hours from the App Launcher.
2. Click New.
3. Name your operating hours, and select a time zone.
4. Save your changes.

Add Time Slots to Operating Hours

Operating hours are composed of time slots, which are managed from the Time Slots related list on an Operating Hours record. When you set up time slots, consider these special cases.

• If your location is 24-7, create a time slot that spans from 12:00 AM to 12:00 AM.
• To create a time slot that spans over two days, create two time slots. Set the first day’s end time to 12:00 AM and the second day’s start time to 12:00 AM.

1. Click to open the Operating Hours record.
2. Click Related. If you don’t see the Time Slots related list, add it to the page layout for Operating Hours.
3. Under Time Slots, click New.
4. Select the Day of Week. Each time slot represents a day of the 7-day week.
5. Fill in the rest of the details for that day. Time slots start and end on the quarter hour. For example: 10:00, 10:15, 10:30, and 10:45 are valid times.
   

   Note A time slot record includes a type, such as normal or extended. Shift Scheduling and Workforce Engagement don’t use this field.
6. Save your changes.
7. Repeat these steps for each day of the week that's included in the operating hours. To duplicate a time slot to a different day, select Clone from that day’s pulldown menu.