# Webex Contact Center business hours overrides and holiday lists

Canonical: https://warmtransfer.net/knowledge/webex-cc-business-hours-holidays

Last verified: 2026-09-23

In Webex Contact Center, business hours consist of working hours, holidays, and overrides, and all 3 support recurrence[^1]. Business hours are managed in Control Hub under Services > Contact Center > Customer Experience > Business Hours[^23].

## Working hours and shifts

A working-hours shift includes a name, applicable days (all days are preselected by default), a start time, and an end time[^45]. Shifts defined within a single working-hours entity cannot have overlapping time ranges, although a single day can contain several non-overlapping shifts[^24]. Working hours that are associated with other entities cannot be deleted until those references are removed[^48].

## Holiday lists and overrides

Each holiday entry in a list requires a name, a duration specified as a start and end date, either a time range or All day, and a recurrence pattern[^14]. The initial duration of a holiday does not have to fall on the recurrence day or month[^8]. 

Each override entry includes a duration (start and end date), either a time range or All day, a recurrence pattern, and an active or inactive toggle[^30]. Override recurrence cannot be set to a past date[^31]. An override attached to working hours must be in the same time zone as those working hours, and only overrides with a matching time zone can be selected[^32]. An override's time zone cannot be changed after it is selected[^33].

In the management interface, Business Hours list views offer a time zone filter for working hours and overrides, but not for holiday lists[^47]. Unlike working hours, deleting a holiday list or override that is associated with other entities succeeds, and the system removes all references to it from those entities[^12].

## Recurrence and priority resolution

Holidays and overrides support Daily, Weekly, Monthly, and Yearly recurrence patterns[^38]. Monthly recurrence can repeat either by calendar date or by day position (such as the 3rd Monday), and Daily recurrence can repeat every day or every X days[^37]. Cisco's admin What's New page lists under March 30, 2026, that administrators 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[^40]. Cisco's examples for this 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[^39]. WarmTransfer's reading of the sources is that answers about day-of-week or day-position recurrence, or partial-day holidays and overrides, drawn from material dated before late March 2026 are likely stale[^34].

When items in the same entity conflict on the same day, the higher-priority item takes precedence, and administrators configure the priority order using drag and drop[^36]. In Cisco's example, a priority-1 holiday scheduled from 2:00 PM to 4:00 PM on the same day as an all-day priority-2 holiday wins only during its window, while the all-day entry applies before and after it[^35].

## Configuration limits

The platform enforces entity-level limits within a tenant[^15][^19][^17].

| Entity or attribute | Limit |
| --- | --- |
| Business Hours entities | 5000[^15] |
| Working hours attribute per Business Hours entity | 50[^20] |
| Overrides entities | 5000[^19] |
| Holiday lists | 5000[^17] |

WarmTransfer's reading of the sources is that the 50 Working hours limit most likely caps the number of shifts in one business-hours entity, because the admin interface models working hours as a list of shifts[^21].

## Flow integration and channel overrides

Flow Designer lists a Business Hours activity among its Utilities activities[^10]. Flow Designer's flow template list also includes a Business hours usage template[^11], and Cisco's Business Hours help page presents a flow template as a downloadable PDF demonstrating business hours usage in flows[^46].

A channel's Override flow settings show only the variables configured for external override by the flow developer in the selected flow version[^29]. Business hours is one of the variable types that can be overridden per channel, alongside Audio prompt, Entry point, Dial number, Flow, and Queue[^26]. Override flow settings apply only to inbound and outbound channel types[^28]. Cisco announced in December 2025 that Override Flow Settings in Control Hub allow administrators and supervisors to adjust flow elements such as business hours, queues, and announcements without editing the flow directly[^27].

WarmTransfer's reading of the sources is that Cisco documents no dedicated emergency-closure entity for Webex Contact Center; the documented levers for an unplanned closure are an override entry (using its active toggle) linked to working hours, and a channel-level override of a Business hours flow variable[^9].

## Webex Connect digital orchestration

Webex Connect provides a Business Hours - WXCC node that calls the Webex Engage Business Hours API to determine whether the business is currently in working hours, on a holiday, or in an override, using business hours synchronized from Control Hub[^4]. The node selects a business hour statically from a dropdown or dynamically from a variable holding the Control Hub Business Hour ID[^6].

The node provides a `slot` output variable containing one of the values `working_hours`, `holiday`, `override`, or `no_match`[^7]. Its standard outcomes are `inWorkingHours`, `onHoliday`, `inOverride`, and `onNoMatch`, while its error outcomes are `onError`, `onTimeout`, `onInvalidData`, `onInvalidChoice`, and `onAuthorizationFail`[^5]. For a matched slot, the node returns detail variables: `workingHourSlot.shiftName`, `workingHourSlot.startTime`, and `workingHourSlot.endTime`; `holiday.name`, `holiday.startDate`, and `holiday.endDate`; and `override.name`, `override.startDateTime`, and `override.endDateTime`[^2]. Business hours, holidays, and overrides configured before the Webex Connect node feature was implemented do not appear in the node[^3].

## Related and legacy routing constructs

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 documentation does not mention Webex Contact Center business hours[^25].

In the legacy Management Portal model, Cisco's Setup and Administration Guide stated that routing strategies would become obsolete and recommended flows configured with business hours and outdial entry points[^44]. Under that legacy routing-strategy model, a strategy not flagged as default overrode the default strategy and served as an exception to the default schedule[^42]. In the field, practitioners using the legacy model handled holidays with Global Routing Overrides because non-default routing strategies could not overlap[^43].

## See also

- See also [Webex Contact Center holiday and emergency routing overrides](https://warmtransfer.net/knowledge/webex-cc-holiday-emergency-routing).
- See also [Time zone scoping of Webex Contact Center business hours](https://warmtransfer.net/knowledge/wxcc-business-hours-time-zones).
- See also [How a business hours configuration binds to a routing flow](https://warmtransfer.net/knowledge/wxcc-business-hours-flow-binding).
- See also [The Webex Contact Center Flow Designer activity set](https://warmtransfer.net/knowledge/wxcc-flow-designer-activities).
- See also [Webex Contact Center Flow Designer architecture](https://warmtransfer.net/knowledge/webex-cc-flow-designer).
- See also [Webex Connect digital channel flow orchestration](https://warmtransfer.net/knowledge/webex-connect-digital-flows).
- See also [Webex Connect Flow Builder node reference](https://warmtransfer.net/knowledge/webex-connect-node-reference).
- See also [Webex Contact Center system limits reference](https://warmtransfer.net/knowledge/webex-cc-system-limits).

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Connect with Webex Contact Center, and Cisco Webex Calling. Deployments: multi-tenant. Sources checked 2026-09-23. Features for specific day-of-week, day-position, and partial-day recurring overrides and holiday hours apply from March 30, 2026[^40]. Override Flow Settings supervisor capabilities apply from December 2025[^27]. Legacy routing-strategy claims apply to the Management Portal era[^44][^42].

## What remains uncertain

Flow Designer Business Hours activity settings and exact output path names are not covered by the sources below. Precedence between holiday list and override and working hours when they overlap is not covered by the sources below. The documented procedure for unplanned emergency closure is not covered by the sources below. Which roles (admin or supervisor) can edit channel Override flow settings including Business hours is not covered by the sources below. The time zone used to evaluate holiday list entries is not covered by the sources below. Daylight saving transitions for shifts and overrides are not covered by the sources below. The date or status of routing strategy retirement and Global Routing Overrides is not covered by the sources below. Whether a 29th, 30th, or 31st monthly holiday moves to month end only in short months or in every month is not covered by the sources below.

## Sources

[^1]: In Webex Contact Center, business hours consist of working hours, holidays and overrides, and all three support recurrence. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Set up business hours for Webex Contact Center; opening overview paragraph. Checked 2026-09-23.
[^2]: The node returns detail variables for the matched slot: workingHourSlot.shiftName/startTime/endTime, holiday.name/startDate/endDate and override.name/startDateTime/endDateTime. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; Output variables table. Checked 2026-09-23.
[^3]: Business hours, holidays and overrides configured before the Webex Connect node feature was implemented do not show up in the node. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; prerequisite note. Checked 2026-09-23.
[^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. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; introductory paragraph. Checked 2026-09-23.
[^5]: The node's normal outcomes are inWorkingHours, onHoliday, inOverride and onNoMatch. Its error outcomes are onError, onTimeout, onInvalidData, onInvalidChoice and onAuthorizationFail. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; Node outcomes. Checked 2026-09-23.
[^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. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; How to configure this node. Checked 2026-09-23.
[^7]: The node's slot output variable takes one of the values working_hours, holiday, override or no_match. Source: [Business Hours - WXCC](https://help.webexconnect.io/docs/business-hours), Business Hours - WXCC; Output variables table; row slot. Checked 2026-09-23.
[^8]: The initial duration of a holiday does not have to fall on the recurrence day or month. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists procedure; note under recurrence. Checked 2026-09-23.
[^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). Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/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]: Flow Designer lists a Business Hours activity among its Utilities activities. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Activities in Utilities section (activity list). Checked 2026-09-23.
[^11]: Flow Designer's flow template list includes a Business hours usage template. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Use flow templates section; template list. Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Delete holiday lists and Delete overrides sections. Checked 2026-09-23.
[^13]: The documented general settings for a holiday list are a name and description; no time zone field is documented for holiday lists. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists procedure; general settings step. Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists procedure; Add a new holiday step. Checked 2026-09-23.
[^15]: A tenant can have at most 5000 Business Hours entities. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; row Business Hours. Checked 2026-09-23.
[^16]: One holiday list can hold at most 150 holidays. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; Holiday list attribute row. Checked 2026-09-23.
[^17]: A tenant can have at most 5000 holiday lists. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; row Holiday list. Checked 2026-09-23.
[^18]: One Overrides entity can hold at most 100 override entries. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; Overrides / Overrides attribute. Checked 2026-09-23.
[^19]: A tenant can have at most 5000 Overrides entities. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; row Overrides. Checked 2026-09-23.
[^20]: The system limits table gives a maximum of 50 for the Working hours attribute of a Business Hours entity. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Maximum system limits for configuration entities and attributes table; Business Hours / Working hours. Checked 2026-09-23.
[^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). Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/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]: 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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists procedure; note on month-end recurrence. Checked 2026-09-23.
[^23]: Business hours are managed in Control Hub under Services > Contact Center > Customer Experience > Business Hours. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create working hours procedure; first step. Checked 2026-09-23.
[^24]: Shifts in one working-hours entity cannot have overlapping time ranges, but a day can hold several shifts that do not overlap. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create working hours procedure; Define shifts step note. Checked 2026-09-23.
[^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. Source: [Call routing based on operating modes in Webex Calling](https://help.webex.com/en-us/article/fozeml/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]: 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. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel; Override flow settings section; variable type list. Checked 2026-09-23.
[^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. Source: [Flow Designer Enhancements: Transform Customer Interactions with Powerful New Features](https://blog.webex.com/customer-experience/flow-designer-enhancements-supercharge-every-customer-interaction/), Override Flow Settings section of the blog post. Checked 2026-09-23.
[^28]: Override flow settings apply only to inbound and outbound channel types. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel; Override flow settings section; applicability note. Checked 2026-09-23.
[^29]: A channel's Override flow settings show only the variables that the flow developer configured for external override in the selected flow version. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel; Override flow settings section. Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create overrides procedure; Add new override step. Checked 2026-09-23.
[^31]: Override recurrence cannot be set to a past date. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create overrides procedure; note under recurrence. Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/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]: An override's time zone cannot be changed after it is selected. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create overrides procedure; general settings step (Timezone). Checked 2026-09-23.
[^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). Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), March 30, 2026 entry (introduced as new with the wording admins can now). Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Priority section; worked example table. Checked 2026-09-23.
[^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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/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]: 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. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists procedure; recurrence options list. Checked 2026-09-23.
[^38]: Holidays and overrides support Daily, Weekly, Monthly and Yearly recurrence patterns. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create holiday lists and Create overrides procedures; recurrence step. Checked 2026-09-23.
[^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. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), What's new for administrators; March 30, 2026 entry; example sentence. Checked 2026-09-23.
[^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. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), What's new for administrators; March 30, 2026 entry: recurring overrides and holiday hours. Checked 2026-09-23.
[^41]: In an entity's General Settings, Reference list shows the entities associated with it. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Usage in flows / associated entities paragraph. Checked 2026-09-23.
[^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. Source: [Cisco Webex Contact Center Setup and Administration Guide - Contact Routing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_0100.html), Contact Routing chapter; routing strategy scheduling section. Checked 2026-09-23.
[^43]: Practitioners using the legacy model handled holidays with Global Routing Overrides, because routing strategies other than the default could not overlap (field report). Source: [Open, Closed and Holiday Schedules in Webex Contact Center (Routing Strategies)](https://blog.cloverhound.com/2022/03/08/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]: Cisco's legacy Setup and Administration Guide says routing strategies will become obsolete and recommends flows configured with business hours and outdial entry points. Source: [Cisco Webex Contact Center Setup and Administration Guide - Contact Routing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_0100.html), Contact Routing chapter; routing strategy note. Checked 2026-09-23.
[^45]: A working-hours shift has a name, applicable days (all days are preselected by default), a start time and an end time. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create working hours procedure; Define shifts step. Checked 2026-09-23.
[^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. Source: [Business Hours](https://help.webex.com/en-us/article/nvk1s2j/Business-Hours), Page body introductory sentence; PDF download link. Checked 2026-09-23.
[^47]: The Business Hours list views offer a time zone filter for working hours and overrides but not for holiday lists. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), View and manage business hours section; filter note. Checked 2026-09-23.
[^48]: Working hours that are associated with other entities cannot be deleted until those references are removed. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Delete working hours section. Checked 2026-09-23.
[^49]: A working-hours entity can optionally reference one holiday list and one override. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/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]: Creating working hours requires a name and a time zone and allows an optional description. Source: [Set up business hours for Webex Contact Center](https://help.webex.com/en-us/article/dqekw4/Set-up-business-hours-for-Webex-Contact-Center), Create working hours procedure; General settings step. Checked 2026-09-23.