WarmTransfer
webex contact center · published

How a business hours configuration binds to a routing flow

Verified 2026-09-05 · 15 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.

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

Applies to: cisco webex-contact-center and cisco webex-calling. Sources checked 2026-09-05.

What remains uncertain

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

See also

Parent of

Part of

Related to

Scopes

Referenced by

Sources

  1. 1
    Webex Contact Center Flow Designer provides an activity named Business Hours, in the utilities group, which evaluates a business hours configuration during a flow.
    Build and manage flows with Flow Designer · Activities in Utilities, Business Hours · Checked 2026-09-05
  2. 2
    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.
    Business Hours · article record metadata · Checked 2026-09-05
  3. 3
    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.
    Call routing based on operating modes in Webex Calling · operating mode precedence and time zone · Checked 2026-09-05
  4. 4
    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.
    Build and manage flows with Flow Designer · Business hours nodes · Checked 2026-09-05
  5. 5
    The activity takes the Default branch when none of the other branches evaluates.
    Build and manage flows with Flow Designer · Business hours nodes, Default · Checked 2026-09-05
  6. 6
    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.
    Build and manage flows with Flow Designer · Business Hours activity settings · Checked 2026-09-05
  7. 7
    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.
    Build and manage flows with Flow Designer · Business Hours activity, whole topic · Checked 2026-09-05
  8. 8
    The Business Hours activity has 4 branches: Overrides, Holidays, Working Hours and Default.
    Build and manage flows with Flow Designer · Business hours nodes · Checked 2026-09-05
  9. 9
    The Business Hours activity sets 4 output variables: WorkingHoursShift_name, Holidays_Name, Overrides_Name and Status, where Status records which branch was taken.
    Build and manage flows with Flow Designer · Output variables · Checked 2026-09-05
  10. 10
    If the current day is a holiday the activity takes the Holidays branch regardless of the shift timings in the chosen working hours.
    Build and manage flows with Flow Designer · Business hours nodes, Holidays · Checked 2026-09-05
  11. 11
    If the variable used for a dynamic binding does not contain a valid business hour identifier the flow moves to the error path.
    Build and manage flows with Flow Designer · Business Hours activity settings · Checked 2026-09-05
  12. 12
    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.
    Build and manage flows with Flow Designer · Business Hours activity, whole topic · Checked 2026-09-05
  13. 13
    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.
    Build and manage flows with Flow Designer · Business hours nodes, Overrides · Checked 2026-09-05
  14. 14
    Cisco's explanation of routing and queueing in Webex Contact Center does not mention business hours.
    Understand Routing and Queueing in Webex Contact Center · whole article · Checked 2026-09-05
  15. 15
    A flow binds a business hour either statically by choosing one from Control Hub or dynamically through a variable holding a business hour identifier.
    Build and manage flows with Flow Designer · Business Hours activity settings · Checked 2026-09-05

Documents

tier 2 current vendor documentation

Build and manage flows with Flow Designer

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Business Hours

Cisco Systems, Inc. (Webex Help Center) · 2024-09-25 · accessed 2026-09-05

tier 2 current vendor documentation

Call routing based on operating modes in Webex Calling

Cisco Systems, Inc. (Webex Help Center) · 2025-11-07 · accessed 2026-09-05

tier 2 current vendor documentation

Understand Routing and Queueing in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-07-07 · accessed 2026-09-04

Cite this page

APA

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

BibTeX

@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}
}