Manage service queue closed dates

Use the Service Queue Closed Dates page to designate dates on which a service queue is closed and therefore not able to handle customer contacts. Typical closed dates are national holidays.

Closed dates should not be used for days when the service queue is routinely closed. For example, a service queue might be open Monday through Friday and closed on Saturday and Sunday. This is more appropriately configured on the Service Queues page in the Opening and Closing Hours section (see Manage service queues).

In WFM, all service queues are assumed to be open every day of the year unless configured otherwise.

If closed dates are the same from year to year for a service queue, or the same for multiple service queues, you can configure them for one service queue and then copy them to other years and other service queues.

NOTE   Designating a day as closed changes the forecast for that day to zero contacts. However, it does not affect any schedule that is already generated for that day. If agents are scheduled to work on a day that is designated as closed, they remain scheduled for that day. A solution for this situation is to create an exception and assign it to the service queue for that day. If a date is designated as closed after the forecast has been generated, the Schedule service still treats the forecast for that date as zero even if the forecast shows positive values.

BEST PRACTICE   Update a service queue’s closed dates at least once a year.

Copying closed dates

Once you have configured closed dates for a service queue and saved the record, you can copy those closed dates to another year for the same service queue or to any year for another service queue.

Copy a service queue’s closed dates to another year

1. Select Copy closed dates to a service queue.
2. Select the service queue and year with the closed dates that you want to copy. The dates that will be copied appear in the Assigned Closed Dates pane.
3. In the Copy To section, select the same service queue that you selected in step one, and then select the target year.
4. Click Save.

Copy a service queue’s closed dates to another service queue

1. Select Copy closed dates to a service queue.
2. Select the service queue and year with the closed dates that you want to copy.
3. Select the target service queue and target year.
4. Click Save.

Field descriptions

Use the Service Queue Closed Dates page to create, edit, remove, and copy closed dates.

The fields on the page when you assign closed dates to a service queue are described below.

Field	Description
Assigned Closed Dates	The calendar that you can use to assign closed dates.
Service Queue	The service queue that you want to assign closed dates to.
Year	The year that you want to assign closed dates to.

The fields on the page when you copy closed dates to a service queue are described below.

Field	Description
Assigned Closed Dates	(Read only) The closed dates that will be copied.
Copy to Queue	The service queue that you want to copy closed dates to.
Copy to Year	The year that you want to copy closed dates to.
Service Queue	The service queue whose closed dates you want to copy.
Year	The year whose closed dates you want to copy.