Custom schedules

In this guide we will show you step by step how to create custom schedules in uContact. Let's get started!

First, what is a custom schedule?

A custom schedule allows you to define specific time ranges. Unlike the default 24-hour schedule, custom schedules give you total control over days and operating time slots, allowing you to adjust availability according to your business needs.

Where are they used?

Custom schedules can be configured in:

• Campaigns: define when the campaign will receive and assign interactions.
• Users: establish each user's time availability.
• Outbound Hubs: establish operating hours for list processing.

Before continuing, some important concepts

To work with custom schedules, it's important to understand how they work.

Schedule structure

Custom schedules are organized by days of the week, and each day can have one or more configured time ranges.

What is a time range?

A time range is a specific period of time during which what you have configured (campaign, user, or Outbound Hub) will be active. For example:

• A range from 09:00 to 13:00 indicates that it will only be operational during that time slot.
• You can have multiple ranges on the same day (e.g.: 9:00-13:00 and 15:00-19:00) to accommodate lunch hours or other breaks.
• If a day has no configured time ranges or is disabled, it will not operate during that day.

Now, how to create a custom schedule?

The steps to create custom schedules are similar in campaigns, users, and outbound hubs. Below we show you the process using a campaign as an example:

1. Access the Administrator Menu and navigate to the corresponding section according to what you want to configure:
   • For Campaigns: access the Campaigns section
   • For Users: access the Users section
   • For Outbound Hubs: access the Outbound Hubs section

2. Click on the campaign, user, or Hub you want to configure with a custom schedule.

3. Access the Schedule or Schedules section as appropriate.

4. By default, a 24-hour schedule is used. To enable custom schedules, activate the Custom schedule option. Once enabled, an initial custom schedule with 24-hour service every day will be created.

How to create time ranges?

To create a time range simply double-click on the day you want, by default a range of 45 minutes is created, but you can modify it by simply dragging from the ends of the range.

Manage time ranges

Once you have created your time ranges, you can perform different actions to adjust them according to your needs.

Enable and disable days

By default, all days of the week are enabled. If you need to disable a specific day, simply click on the day letter to disable it. You can enable it again by clicking again.

Extend or modify a schedule

You have two ways to adjust an existing time range:

• Drag: click on the side edges of the range and drag to extend or reduce the schedule.
• Edit manually: right-click on the range, select the Edit option, and then enter the specific hours you need.

Delete a schedule

To delete a time range you no longer need, right-click on the time range you want to delete. Then, select the Delete option.

Copy schedules between days

If you need to replicate a schedule on multiple days, you can use the copy and paste function.

Copy an individual range:

1. Right-click on the range you want to copy.
2. Select Copy.
3. Right-click on the destination day.
4. Select Paste.

Copy all ranges from a day:

1. Right-click on the grid of the day you want to copy.
2. Select Select all.
3. Right-click again and select Copy.
4. Right-click on the destination day and select Paste.

Keyboard shortcuts

You can use the following shortcuts to make schedule creation easier.

• Ctrl + C / Cmd + C: copy schedules
• Ctrl + V / Cmd + V: paste schedules
• Ctrl + Z / Cmd + Z: undo changes
• Ctrl + Y / Cmd + Y: redo changes