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AurionAI

Business hours and holidays

6 min readBy Emmanuel Yazbeck

A business hours schedule says when your support team works, for example Monday to Friday from 09:00 to 17:00 in the Europe/Paris time zone. A schedule also holds the holidays when your team is closed. SLA policies use a schedule to count only the time when your team works.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Two pages for the same schedules

Two pages edit the same list of schedules. A change on one page shows on the other.

  • Business Hours (CS) in the configuration. This page lists every schedule. You create a schedule, change its time zone, its weekly hours and its holidays, and delete it. Use this page for daily work.
  • Business Hours in the tenant settings. This page shows one schedule at a time. It has the same weekly hours and holidays. It also lets you rename a schedule and choose which schedule is the default one.

The default schedule is the schedule that AurionAI uses when nothing else names a schedule. Read What schedules are used for.

Open the business hours page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Business Hours (CS).

The Business Hours card shows a form to add a schedule and the list of schedules. For each schedule, the list shows the name, the time zone, the number of holidays and whether it is the default.

The Business Hours page with the list of schedules.

Add a schedule

  1. In Schedule name, enter a name, for example "Northwind office hours".
  2. In Timezone, select the time zone of your team.
  3. Optional: select Set as default to make this schedule the default.
  4. Select Create.
  5. If another schedule is already the default, AurionAI asks Change the default schedule?. Select Create as default to continue. Only one schedule can be the default.

AurionAI shows Business hours schedule created. A new schedule is open Monday to Friday, from 09:00 to 17:00. Saturday and Sunday are closed.

Change the weekly hours

  1. In the list, select View on the row of the schedule. The schedule opens below the list.
  2. Optional: select another time zone and select Save. AurionAI shows Timezone updated.
  3. In the Weekly Schedule card, set the start time and the end time of each day. To close a day, select Closed on that day.
  4. Select Save Schedule.

AurionAI shows Schedule saved. Each day has one opening period. At least one day must be open.

Add or remove a holiday

  1. Open the schedule with View.
  2. In the Holidays card, enter the Holiday Name.
  3. Select the Date.
  4. Optional: select Add translations and enter the name in other languages. The list shows the name in your dashboard language, or the English name.
  5. Select Add holiday.

AurionAI shows Holiday added. A holiday closes the whole day, on that date only. To close the same day next year, add it again for that year.

To remove a holiday, select the delete button on its row and confirm. AurionAI shows Holiday removed.

Rename a schedule or change the default

  1. In the top bar, select your name or picture to open the user menu.
  2. Select Tenant Settings.
  3. On the Business Hours card, select Open business-hours settings.
  4. In Choose schedule, select the schedule.
  5. Change the Name, the time zone, or select Default schedule for SLA policies.
  6. Select Save schedule details. If the change moves the default role, AurionAI asks you to confirm first.

AurionAI shows Schedule details saved successfully. On this page you can also create a schedule in the New schedule card, and edit the weekly hours and holidays of the selected schedule.

The default schedule can show a note that it follows the older business hours of the configuration. These older business hours are no longer shown in the dashboard. The Resync from Configuration button replaces the time zone, the weekly hours and the holidays of the schedule with these older settings. It removes every holiday that is not in these older settings, including holidays added on either page.

Delete a schedule

  1. In the list on the Business Hours (CS) page, select the delete button on the row of the schedule.
  2. Select Delete.

AurionAI shows Schedule deleted. The holidays of the schedule are deleted with it. You cannot undo this. You cannot delete the default schedule, or a schedule that an SLA policy or a team still uses.

What schedules are used for

  • SLA policies. Each SLA policy can name one schedule. The SLA timers of that policy count only the open hours of the schedule. Holidays count as closed. Read SLA policies.
  • Customer emails. When a customer starts a conversation, or an agent replies, while the default schedule is closed, AurionAI sends the after-hours version of that email. Read Notification templates.
  • Workflows. The business hours conditions and the business hours delays of workflows use the default schedule. Read Build workflows.
  • Teams. A team can be linked to a schedule. While that schedule is closed, AurionAI does not assign new conversations of the team automatically. You set the link when you edit the team. Read Teams.

The AI voice agent does not use these schedules. It answers calls at all hours.

Result

The new hours and holidays apply to the next calculation. SLA timers that already run keep their deadlines. New timers use the new hours.

If something goes wrong

  • At least one day must be open Open at least one day, then save again.
  • The end time is before the start time. AurionAI names the day and refuses the save. Each opening period must end after it starts on the same day.
  • Please enter both a name and date for the holiday Enter both the name and the date of the holiday.
  • The default schedule can't be deleted. Make another schedule the default first. Make another schedule the default on the tenant settings page, then delete this one.
  • AurionAI says that the schedule is still in use. The message names the SLA policies and the teams that use the schedule. Link them to another schedule first.
  • Your save was refused Someone changed the schedule while you were editing it. Select Keep my edits to save your version again, or Discard my edits and reload to load the newest version.
  • Failed to load business hours schedules. Reload the page.

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