Set up business hours for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center

Published

2026-05-20

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• No source states what happens when agents routed by 1 schedule are distributed across time zones. in context
• Daylight saving is not addressed anywhere in the Webex Contact Center business hours documentation or in the 3 Webex Calling scheduling documents read alongside it. in context
• Webex Contact Center holiday lists expose no time zone control of their own. in context
• In Webex Contact Center a time zone is chosen per working hours object and per override. in context
• Cisco does not state what happens when a holiday list and an override apply to the same day; the published priority ranking covers clashes within 1 type only. in context
• The article that would document how business hours reach a routing flow is no longer served and returns the help centre's generic shell. in context
• The term Global Routing Overrides appears in none of the business hours or scheduling documents read in this tranche. in context
• Webex Contact Center has no feature named for emergencies; the word emergency appears in descriptive prose about overrides rather than as a named mode or state. inferred in context
• Cisco publishes no time within which activating or deactivating an override takes effect on live routing. in context
• An override defines an exception to regular shifts or working hours and Cisco gives closing early extending hours during a busy season and an emergency schedule change as examples. in context
• Working hours holiday lists and overrides can each recur on a daily weekly monthly or yearly pattern. in context
• Cisco documents a drag and drop priority ranking that resolves a clash between 2 holiday lists, and separately the same ranking for a clash between 2 overrides. in context
• Business hours in Webex Contact Center comprise working hours holiday lists and overrides. in context
• Webex Contact Center business hours include overrides, which define exceptions to regular shifts or working hours and can recur; when holiday lists or overrides conflict on the same day, the higher-priority item takes precedence. in context
• The Set up business hours article does not mention Bulk Operations or CSV import of working hours, holiday lists or overrides, even though those object types have bulk CSV definitions. inferred in context
• In Webex Contact Center, business hours consist of working hours, holidays and overrides, and all three support recurrence. in context
• The initial duration of a holiday does not have to fall on the recurrence day or month. in context
• Cisco documents no dedicated emergency-closure entity for Webex Contact Center. The documented levers for an unplanned closure are an override entry (with its active toggle) linked to the working hours, and a channel-level override of a Business hours flow variable. inferred in context
• Deleting a holiday list or override that is associated with other entities succeeds, and the system removes all references to it from those entities. in context
• The documented general settings for a holiday list are a name and description; no time zone field is documented for holiday lists. in context
• Each holiday in a list has a name, a duration given as a start and end date, either a time range or All day, and a recurrence pattern. in context
• When a holiday recurs monthly on the 29th, 30th or 31st, the documentation says the system applies the holiday on the last day of each month. in context
• Business hours are managed in Control Hub under Services > Contact Center > Customer Experience > Business Hours. in context
• Shifts in one working-hours entity cannot have overlapping time ranges, but a day can hold several shifts that do not overlap. in context
• Each override entry has a duration (start and end date), either a time range or All day, a recurrence pattern and an active or inactive toggle. in context
• Override recurrence cannot be set to a past date. in context
• An override attached to working hours must be in the same time zone as the working hours; only overrides with a matching time zone can be selected. in context
• An override's time zone cannot be changed after it is selected. in context
• In Cisco's example, a priority-1 holiday from 2:00 PM to 4:00 PM on the same day as an all-day priority-2 holiday wins only during its window; the all-day entry applies before and after it. in context
• When items in the same entity conflict on the same day, the higher-priority item takes precedence, and admins set priority order by drag and drop. in context
• Monthly recurrence can repeat either by calendar date or by day position (for example the third Monday), and Daily recurrence can repeat every day or every X days. in context
• Holidays and overrides support Daily, Weekly, Monthly and Yearly recurrence patterns. in context
• In an entity's General Settings, Reference list shows the entities associated with it. in context
• A working-hours shift has a name, applicable days (all days are preselected by default), a start time and an end time. in context
• The Business Hours list views offer a time zone filter for working hours and overrides but not for holiday lists. in context
• Working hours that are associated with other entities cannot be deleted until those references are removed. in context
• A working-hours entity can optionally reference one holiday list and one override. in context
• Creating working hours requires a name and a time zone and allows an optional description. in context
• Business hours in Webex Contact Center centrally manage working hours, holidays and overrides, each of which can recur daily, weekly, monthly or yearly. in context
• Working hours that are associated with other entities cannot be deleted, whereas deleting a holiday list that is associated with other entities removes those references. in context
• Business hours are configured in Control Hub under Services > Contact Center > Customer Experience > Business Hours. in context
• When holiday lists or overrides have overlapping dates, the administrator ranks them by drag and drop and the higher-ranked item takes precedence. in context
• Working hours can contain one or more shifts within a day, and shift time ranges cannot overlap. in context
• A timezone is required when setting up business hours, and an override uses the same timezone as the business hours. in context
• The Control Hub business hours article does not describe the Business Hours activity's branches or its Status variable and defers flow usage to the Flow Designer article. in context
• Each Control Hub override has an active or inactive toggle. in context
• An override applies only to working hours in the same time zone, and its time zone cannot be changed after it is selected. in context
• Within a holiday list or an override, overlapping items are ranked by drag and drop and higher-ranked items take precedence over lower-ranked ones. in context
• Shifts within a Control Hub working hours entity cannot overlap one another. in context
• A Control Hub working hours entity contains one or more shifts and a time zone and can optionally be linked to a holiday list and an override. in context

Cite this source record

APA

WarmTransfer. (2026, May 20). Set up business hours for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-dqekw4-wxcc-business-hours

BibTeX

@misc{warmtransfer-cisco-help-dqekw4-wxcc-business-hours,
  title  = {Set up business hours for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-dqekw4-wxcc-business-hours},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}