Webex Contact Center business hours overrides and holiday lists

See also

Sources

1. 1
   In Webex Contact Center, business hours consist of working hours, holidays and overrides, and all three support recurrence.

   Set up business hours for Webex Contact Center · Set up business hours for Webex Contact Center; opening overview paragraph · Checked 2026-09-23
2. 2
   The node returns detail variables for the matched slot: workingHourSlot.shiftName/startTime/endTime, holiday.name/startDate/endDate and override.name/startDateTime/endDateTime.

   Business Hours - WXCC · Business Hours - WXCC; Output variables table · Checked 2026-09-23
3. 3
   Business hours, holidays and overrides configured before the Webex Connect node feature was implemented do not show up in the node.

   Business Hours - WXCC · Business Hours - WXCC; prerequisite note · Checked 2026-09-23
4. 4
   Webex Connect's Business Hours - WXCC node calls the Webex Engage Business Hours API to tell whether the business is currently in working hours, on a holiday or in an override, using business hours synced from Control Hub.

   Business Hours - WXCC · Business Hours - WXCC; introductory paragraph · Checked 2026-09-23
5. 5
   The node's normal outcomes are inWorkingHours, onHoliday, inOverride and onNoMatch. Its error outcomes are onError, onTimeout, onInvalidData, onInvalidChoice and onAuthorizationFail.

   Business Hours - WXCC · Business Hours - WXCC; Node outcomes · Checked 2026-09-23
6. 6
   The Webex Connect node selects a business hour either statically from a dropdown or dynamically from a variable that holds the Control Hub Business Hour ID.

   Business Hours - WXCC · Business Hours - WXCC; How to configure this node · Checked 2026-09-23
7. 7
   The node's slot output variable takes one of the values working_hours, holiday, override or no_match.

   Business Hours - WXCC · Business Hours - WXCC; Output variables table; row slot · Checked 2026-09-23
8. 8
   The initial duration of a holiday does not have to fall on the recurrence day or month.

   Set up business hours for Webex Contact Center · Create holiday lists procedure; note under recurrence · Checked 2026-09-23
9. 9
   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

   Set up business hours for Webex Contact Center · Create overrides procedure (active toggle); read with cisco-help-ewuay1-wxcc-set-up-a-channel Override flow settings · Checked 2026-09-23
10. 10
    Flow Designer lists a Business Hours activity among its Utilities activities.

    Build and manage flows with Flow Designer · Activities in Utilities section (activity list) · Checked 2026-09-23
11. 11
    Flow Designer's flow template list includes a Business hours usage template.

    Build and manage flows with Flow Designer · Use flow templates section; template list · Checked 2026-09-23
12. 12
    Deleting a holiday list or override that is associated with other entities succeeds, and the system removes all references to it from those entities.

    Set up business hours for Webex Contact Center · Delete holiday lists and Delete overrides sections · Checked 2026-09-23
13. 13
    The documented general settings for a holiday list are a name and description; no time zone field is documented for holiday lists.

    Set up business hours for Webex Contact Center · Create holiday lists procedure; general settings step · Checked 2026-09-23
14. 14
    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.

    Set up business hours for Webex Contact Center · Create holiday lists procedure; Add a new holiday step · Checked 2026-09-23
15. 15
    A tenant can have at most 5000 Business Hours entities.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; row Business Hours · Checked 2026-09-23
16. 16
    One holiday list can hold at most 150 holidays.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; Holiday list attribute row · Checked 2026-09-23
17. 17
    A tenant can have at most 5000 holiday lists.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; row Holiday list · Checked 2026-09-23
18. 18
    One Overrides entity can hold at most 100 override entries.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; Overrides / Overrides attribute · Checked 2026-09-23
19. 19
    A tenant can have at most 5000 Overrides entities.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; row Overrides · Checked 2026-09-23
20. 20
    The system limits table gives a maximum of 50 for the Working hours attribute of a Business Hours entity.

    System limits in Webex Contact Center · Maximum system limits for configuration entities and attributes table; Business Hours / Working hours · Checked 2026-09-23
21. 21
    The 50 Working hours limit most likely caps the number of shifts in one business-hours entity, because the admin UI models working hours as a list of shifts.inferred

    System limits in Webex Contact Center · Configuration entities table; Business Hours / Working hours; read with cisco-help-dqekw4-wxcc-business-hours Define shifts step · Checked 2026-09-23
22. 22
    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.

    Set up business hours for Webex Contact Center · Create holiday lists procedure; note on month-end recurrence · Checked 2026-09-23
23. 23
    Business hours are managed in Control Hub under Services > Contact Center > Customer Experience > Business Hours.

    Set up business hours for Webex Contact Center · Create working hours procedure; first step · Checked 2026-09-23
24. 24
    Shifts in one working-hours entity cannot have overlapping time ranges, but a day can hold several shifts that do not overlap.

    Set up business hours for Webex Contact Center · Create working hours procedure; Define shifts step note · Checked 2026-09-23
25. 25
    Webex Calling operating modes are a separate construct used by Call Queue, Auto Attendant, Hunt Group and Customer Experience Essentials call queues; Cisco's operating-modes page does not mention Webex Contact Center business hours.

    Call routing based on operating modes in Webex Calling · Call routing based on operating modes in Webex Calling; overview and supported features list · Checked 2026-09-23
26. 26
    Business hours is one of the variable types that can be overridden per channel, together with Audio prompt, Entry point, Dial number, Flow and Queue.

    Set up a channel · Set up a channel; Override flow settings section; variable type list · Checked 2026-09-23
27. 27
    Cisco announced in December 2025 that Override Flow Settings in Control Hub let admins and supervisors change flow elements such as business hours, queues and announcements without editing the flow.

    Flow Designer Enhancements: Transform Customer Interactions with Powerful New Features · Override Flow Settings section of the blog post · Checked 2026-09-23
28. 28
    Override flow settings apply only to inbound and outbound channel types.

    Set up a channel · Set up a channel; Override flow settings section; applicability note · Checked 2026-09-23
29. 29
    A channel's Override flow settings show only the variables that the flow developer configured for external override in the selected flow version.

    Set up a channel · Set up a channel; Override flow settings section · Checked 2026-09-23
30. 30
    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.

    Set up business hours for Webex Contact Center · Create overrides procedure; Add new override step · Checked 2026-09-23
31. 31
    Override recurrence cannot be set to a past date.

    Set up business hours for Webex Contact Center · Create overrides procedure; note under recurrence · Checked 2026-09-23
32. 32
    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.

    Set up business hours for Webex Contact Center · Create overrides procedure; note on time zone; and Create working hours additional settings · Checked 2026-09-23
33. 33
    An override's time zone cannot be changed after it is selected.

    Set up business hours for Webex Contact Center · Create overrides procedure; general settings step (Timezone) · Checked 2026-09-23
34. 34
    Answers about day-of-week or day-position recurrence, or partial-day holidays and overrides, that are drawn from material dated before late March 2026 are likely stale.inferred

    What's new for administrators in Webex Contact Center · March 30, 2026 entry (introduced as new with the wording admins can now) · Checked 2026-09-23
35. 35
    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.

    Set up business hours for Webex Contact Center · Priority section; worked example table · Checked 2026-09-23
36. 36
    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.

    Set up business hours for Webex Contact Center · Priority section (same-day conflicts) of the holiday list and override procedures · Checked 2026-09-23
37. 37
    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.

    Set up business hours for Webex Contact Center · Create holiday lists procedure; recurrence options list · Checked 2026-09-23
38. 38
    Holidays and overrides support Daily, Weekly, Monthly and Yearly recurrence patterns.

    Set up business hours for Webex Contact Center · Create holiday lists and Create overrides procedures; recurrence step · Checked 2026-09-23
39. 39
    Cisco's examples for the March 2026 capability are an override on the 3rd Monday of every month from 1:00 PM to 2:00 PM for the next year, and holiday hours on the 11th of each month with no end date.

    What's new for administrators in Webex Contact Center · What's new for administrators; March 30, 2026 entry; example sentence · Checked 2026-09-23
40. 40
    Cisco's admin What's New page lists, under March 30, 2026, that admins can set overrides and holiday hours by specific days of the week or month, with time ranges within a day or recurring across multiple days.

    What's new for administrators in Webex Contact Center · What's new for administrators; March 30, 2026 entry: recurring overrides and holiday hours · Checked 2026-09-23
41. 41
    In an entity's General Settings, Reference list shows the entities associated with it.

    Set up business hours for Webex Contact Center · Usage in flows / associated entities paragraph · Checked 2026-09-23
42. 42
    In the legacy routing-strategy model, a strategy not flagged as default overrides the default strategy and serves as an exception to the default schedule.

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · Contact Routing chapter; routing strategy scheduling section · Checked 2026-09-23
43. 43
    Practitioners using the legacy model handled holidays with Global Routing Overrides, because routing strategies other than the default could not overlap.field report

    Open, Closed and Holiday Schedules in Webex Contact Center (Routing Strategies) · Article body; holiday section after the Friday early-close example · Checked 2026-09-23
44. 44
    Cisco's legacy Setup and Administration Guide says routing strategies will become obsolete and recommends flows configured with business hours and outdial entry points.

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · Contact Routing chapter; routing strategy note · Checked 2026-09-23
45. 45
    A working-hours shift has a name, applicable days (all days are preselected by default), a start time and an end time.

    Set up business hours for Webex Contact Center · Create working hours procedure; Define shifts step · Checked 2026-09-23
46. 46
    Cisco's Business Hours help page presents a flow template, as a downloadable PDF, that shows an example of using Business Hours in flows.

    Business Hours · Page body introductory sentence; PDF download link · Checked 2026-09-23
47. 47
    The Business Hours list views offer a time zone filter for working hours and overrides but not for holiday lists.

    Set up business hours for Webex Contact Center · View and manage business hours section; filter note · Checked 2026-09-23
48. 48
    Working hours that are associated with other entities cannot be deleted until those references are removed.

    Set up business hours for Webex Contact Center · Delete working hours section · Checked 2026-09-23
49. 49
    A working-hours entity can optionally reference one holiday list and one override.

    Set up business hours for Webex Contact Center · Create working hours procedure; Additional settings step (holiday list and override selection) · Checked 2026-09-23
50. 50
    Creating working hours requires a name and a time zone and allows an optional description.

    Set up business hours for Webex Contact Center · Create working hours procedure; General settings step · Checked 2026-09-23

Documents

Cite this page

WarmTransfer. (2026, September 23). Webex Contact Center business hours overrides and holiday lists. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-business-hours-holidays

@misc{warmtransfer-webex-cc-business-hours-holidays,
  title  = {Webex Contact Center business hours overrides and holiday lists},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-business-hours-holidays},
  note   = {Verified 2026-09-23}
}