How a business hours configuration binds to a routing flow

Verified 2026-09-05 · 15 claims · sources tier 2

Also known as Business Hours activity, Holidays_Name, Overrides_Name, WorkingHoursShift_name.

Webex Contact Center Flow Designer provides an activity named Business Hours, in the utilities group, which evaluates a business hours configuration during a flow 1. A flow binds a business hour either statically by choosing one from Control Hub or dynamically through a variable holding a business hour identifier 15.

How it works

When configured dynamically, if the variable used does not contain a valid business hour identifier, the flow moves to the error path 11. If any ordered list input on the activity is empty, Flow Designer raises a validation error that must be resolved before the flow can be published 6.

The Business Hours activity has 4 branches: Overrides, Holidays, Working Hours and Default 8. If the current time is defined as an override, the activity takes the Overrides branch regardless of the shift timings in the chosen working hours 13. If the current day is a holiday, the activity takes the Holidays branch regardless of the shift timings in the chosen working hours 10. The activity takes the Default branch when none of the other branches evaluates 5.

The Business Hours activity sets 4 output variables: WorkingHoursShift_name, Holidays_Name, Overrides_Name and Status, where Status records which branch was taken 9.

Evaluation gaps and related platforms

Flow Designer states that overrides and holidays each take precedence over working hours and does not state which takes precedence over the other when both apply on the same day 4. Flow Designer does not state which time zone the Business Hours activity evaluates in; the phrase does not occur anywhere in its Business Hours material 7. In contrast, Webex Calling answers both questions Webex Contact Center leaves open, stating that a schedule applies in the feature's own time zone and resolving precedence through a single ordered list of modes 3.

Neither Flow Designer nor the configuration article states what happens to a published flow when the business hours entity it is bound to is deleted 12. Cisco's explanation of routing and queueing in Webex Contact Center does not mention business hours 14. Furthermore, the help centre article titled Business Hours is a live record whose own metadata gives its article type as a document rather than prose, and its body is an embedded file the corpus has not retrieved 2.

See also

See also The Webex Contact Center Flow Designer activity set. See also The values the Business Hours activity Status variable can take. See also Error path behaviour across Flow Designer activities. See also Time zone scoping of Webex Contact Center business hours. See also Webex Contact Center holiday and emergency routing overrides. See also Help centre article type metadata as a retrieval discriminator. See also Webex Contact Center queues teams and routing strategies.

Applicability

Across the claims in this article, the evidence covers cisco webex-contact-center and cisco webex-calling, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

The full Flow Designer activity set is not covered by any claim in this article. Which time zone the Business Hours activity evaluates in is not covered by any claim in this article. Which wins when a holiday and an override fall on the same day is not covered by any claim in this article. Whether business hours can be bound to a flow through an API is not covered by any claim in this article. Whether the activity carries a release or platform condition is not covered by any claim in this article. Whether Contact Center Enterprise has an equivalent activity is not covered by any claim in this article. What happens to a flow whose bound business hours entity is deleted is not covered by any claim in this article. How the activity behaves across a midnight boundary is not covered by any claim in this article.

WarmTransfer. (2026, September 5). How a business hours configuration binds to a routing flow. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-business-hours-flow-binding

@misc{warmtransfer-wxcc-business-hours-flow-binding,
  title  = {How a business hours configuration binds to a routing flow},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-business-hours-flow-binding},
  note   = {Verified 2026-09-05}
}