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Other Features

  • Configure Global Business Hours

    Contacto allows you to configure business hours for your organization or for individual teams, making sure the right teams are getting incoming calls at the right time.

    1. Navigate to Routing > Business Hours. 
    2. If the page is empty, click Create New Business Hours at the top right corner of the page. 
    3. Fill in the details of an operational schedule. Provide a name, which can be the name of a business unit, a country, or one of your organization’s teams. Then specify the timezone and schedule by day, selecting the hours your agents are online each day of the week.Screen_Shot_2021-12-22_at_1.08.37_PM.png
    4. Click Next Step to set holidays when the organization will be closed.Screen_Shot_2021-12-22_at_1.09.43_PM.png
    5. Click Save Changes when finished.

     

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  • Defining Custom Holidays
    1. Navigate to settings, then select Holidays under the general settings section.
    2. Select US Holidays to view current Holidays on the calendar, you can remove any of the Holidays using the trash icon. To modify a Holiday, delete the Holiday and follow the next steps to recreate it with your custom hours or dates.Screen_Shot_2022-01-14_at_9.57.41_AM.png
    3. To create a new Holiday, select the Add new Holiday button at the top of the pane.
    4. Enter the name and date of the Holiday, then choose the availability, either closed all day or partially open.  If you choose partially open, you can configure the specific hours your organization is open.
    5. Click Add to create the Holiday.

     

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