Learn to set up working hours on DoubleTick. Define operational hours, assign agents, and customize messages for non-working hours and holidays.
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To access the Working Hours configuration:
Navigate to the Settings menu on the left panel
Scroll down until you find the Working Hours section
Click on Working Hours to open the configuration panel, where you can define operational hours, assign agents, and customize messages for non-working hours.
Click on the drop-down, select the time zone that corresponds to your operational location or the region where your team functions.
Click on the "Add Hours" button
This action will open a pop-up titled "Add Working Hours."
Select the working days by clicking on the Working hours drop down.
Choose the start time and end time for selected working day.
After configuring the working hours, click on the "Save" button to apply the changes
The working hours for Monday have been successfully added.
If your working hours span from Monday to Friday, you can configure them as follows:
Click on the "Add Hours" button.
Select Monday as the working day and set the start time and end time for Monday.
Repeat the process for Tuesday, Wednesday, Thursday, and Friday, configuring the working hours accordingly. 👇
Specify dates for altered working hours when your team's schedule diverges from the usual daily operating hours.
Click on "Add Hours" button.
A "Add special working hours" pop up will appear, select Custom Start Date, Custom End Date, Start Time and End Time
After configuring the working hours, click on the "Save" button to apply the changes
The working hours for 13th March 24 to 15 March 24 have been successfully added!
Implement automatic assignment of team members based on their availability. Our system will identify the most suitable available person and rotate assignments among your team members using a round-robin approach.
To assign team members to handle chats during working hours:
A pop-up labeled "Assign To" will appear.
Select the agents you want to assign for the working hours.
Click on the "Assign" button to confirm the assignments.
During working hours, if no team members are available to chat, an automated away message can be sent to notify customers of the unavailability.
To customize the away message for working hours:
Click on the "Edit" button.
A pop-up titled "Edit Away Message for Working Hours" will appear.
Enter your custom message in the provided text field.
Set away message added successfully!
To set up holidays, access the holiday configuration. Add the dates corresponding to the holidays when your team will be off.
To add a holiday:
Click on the "Add Holiday" button.
A pop-up labeled "Add Holiday" will appear.
Enter the holiday name and date.
Click on the "Save" button to confirm the addition of the holiday.
Good Firday Holiday added succesfully!
Customize the away message for holidays to notify customers of team unavailability during those times.
To add an away message for holidays:
Click on the "Edit" button.
An "Edit Away Message for Holidays" pop-up will appear.
Enter your customized holiday message.
Click on the "Set Away Message" button to save the message.
Holiday set away message added successfully!
You can delete a working hour by click on the delete button
Click on the "Edit" button.
Click on the "Set Away Message" button to apply the changes.
