Business hours in Webex Contact Center allows centralized management of working hours, holidays, and emergency hours for a contact center.You can plan the contact center working and non-working hours in advance as well as take emergency actions for issues.Business hours comprises working hours, holidays, and overrides. Working hours configuration can optionally refer to holiday lists and overrides.Once you define working hours, these refer to flow scripts for appropriate routing behavior.Business hours is applicable only for voice channel currently, and not for digital channels.You can configure working hours to define one or more shifts. A shift is a duration which you must identify for the operation of a specific contact center.Use a shift to define regular work hours, peak hours, off-peak hours based on your business requirements.

Creating and managing Business Hours resource requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes.