Timetables - How To Create And Manage

Creating timetables

Timetables are created and managed in the "Timetables" section. They are used to establish the days and times when your queues are operational or inactive.

Open

To create a new timetable, click on New timetable. These timetables will be accessible globally for use in your queues.

Open

Give your Timetable a name

Optionally, you can also provide a description, which is only visible in VoiceHub.

Timetable rules

Click on the "+" to add a rule. Timetables are combinations of rules, one timetable must have at least one or more. The possible rules are listed below.

Timetable Rule Application Order

The system processes timetable rules in a specific order, starting from the first rule and moving through the list sequentially. It is crucial to arrange these rules in the correct order to ensure the timetable functions as expected.

Here’s how the process works:

1. The system reads each rule in the order they are listed. It will evaluate each rule one by one.

2. When the system finds a rule that matches the conditions for a given scenario, it stops reading any further rules. This means only the first matching rule is applied, and no subsequent rules will be considered, even if they might also apply.

3. Because the system stops at the first match, it is important to prioritize more specific rules above general ones. For example, if a rule only applies to certain days or times like service closure on public holidays, place it before a general rule that applies at all times.

Setting a Rule

When setting up a rule you should determine the type of rule required and its basic settings. The subsequent five types of rules outlined below will define the timetable's functionality.

Between dates rule

This rule specifies a range of dates within which the event or activity occurs. For instance, if you have a rule that states "From January 1st to March 31st", it signifies that the event takes place within this specific time frame. You also need to select the weekdays when the rule is active for those dates. By default, it applies from Monday to Friday.

Every week rule

This rule outlines the specific weekdays on which a recurring event or activity occurs. For instance, a rule stating "Every Monday to Friday" indicates that the event takes place consistently on those particular days of the week. It is possible to deselect or add a specific weekday if needed.

You also have the option to select the specific time of day for the rule to be in effect. For instance, your queue could be operational from 08:00 am to 11:00 am, then resume from 11:30 am to 17:00 after a brief break.

On date rule

This rule specifies a single, specific date for the occurrence of an event or activity. For instance, if a rule states "On December 25th", it indicates that the event happens exclusively on that particular day.

Specific dates rule

This rule refers to a list of specific dates for the occurrence of an event or activity. For example, if a rule specifies dates like "January 5th, February 10th, March 15th," it indicates that the event will take place on these particular dates.

Please note that the timespan (on hours) setting will apply to all dates listed. In case dates have different hours to be set, they need to be separated by different rules.

Include timetable rule

This rule refers to the inclusion of an external timetable, typically for public holidays managed by Enreach. The events or activities outlined in the external timetable are considered as part of your overall timetable.

Selecting Include timetables

You can select any timetable from the global and system timetables.

Timetable in use

If you want to edit a global timetable, every queue and IVR that's using the same timetable will be affected by the changes.