What are Holidays?<\/h2>\n
Holidays are days where our system considers your office closed. When associated with business hours, a holiday will override your normal scheduled business hours. For example, if you list Christmas, December 25th as a holiday, and if that holiday falls on a day where you would otherwise be open, let’s say a Tuesday, the operators will follow after hours protocols if they received calls on Tuesday instead of following your normal business hour protocols.<\/p>\n
Where holidays are individual dates, a Holiday Set is a set of those individual dates. Think of a Holiday Set like a folder that contains all of your holidays. A Holiday Set is created, named, and populated with individual holidays, or off days. For example, you may create a 2022 Holiday Set for your Sales team, which would list all of the days your team has off that year (like December 25th, July 4, etc.). You may also create a separate holiday set for your Customer Service team, who doesn’t share the same holiday schedule as your Sales team. Once a Holiday Set is added and applied to your existing Business Hours set, the call script will automatically adjust based on the parameters you\u2019ve set. Similar to your Closed Between hours within your Business Hours<\/a>\u00a0menu, your Holidays will follow your after-hours protocol.<\/p>\n To get started, you will need to access your account Settings by clicking on either your user picture in the upper right-hand corner, or the Gear<\/strong> icon along the left-hand navigation panel. When you’re in your Settings, choose Holidays<\/strong>.<\/p>\n If you don\u2019t have any Holidays yet in your portal, you\u2019ll see a graphic on the screen that will look like the screen below. From this page, click the Add Holidays <\/strong>button and give your Holiday Set a name. We named ours Winter Holiday Extravaganza as we’ll be adding multiple holidays to this one set<\/p>\n Note that if you already have Holidays in your portal, you will not see this graphic. Instead, you\u2019ll see a table of your active Holidays. To create a Holiday from this view, click the Add<\/strong>\u00a0button in the upper right.<\/em><\/p>\n After you’ve named your set, click Add<\/strong> to begin adding the holiday(s) you’d like your business to observe. Once you click Add, you will see another Name<\/strong> field populate. Since you don’t have to create separate Holiday Sets for each holiday you’d like to observe, you can add all of your holidays under one set. In our example, we’ll be adding Christmas and New Years to our Winter Holiday Extravaganza Holiday Set.<\/p>\n When your holidays are added, you’ll need to select the date and time range you wish to apply your Holiday Hours to by filling out the From \/ To Dates<\/strong>\u00a0and\u00a0From \/ To Times<\/strong>\u00a0to the right.<\/p>\n When you are finished, click Save<\/strong>.<\/p>\n Once you’ve created your Holiday Set, it’s time to apply it to your Business Hours Set. From within your Settings page, select Business Hours<\/strong> on the left-hand side.<\/p>\n On the next page, select the Business Hours you’d like to apply your newly created Holiday Set to. Then, under the Holidays<\/strong> drop down, select your Holiday Set.<\/p>\n When you are finished, click Save<\/strong>.<\/p>\n Now that we have created your schedule and attached it to your Business Hours, we need to add this into your script. This first option will allow us to tell the callers that the office is closed without changing the overall flow of the script. Essentially, we will let callers know the office is closed, but we will still handle calls as normal.<\/p>\n In your Greeting block, under the Edit<\/strong> tab, choose Business and after hours greeting<\/strong> under the Greeting Type drop down. Then, from the Business Hours<\/strong> drop down, select the Business Hours Set you’ve applied your Holiday Set to.<\/p>\n Once you have selected the applicable Business Hours Set from the drop down, it’s time to fill out the operator text for both Business Hours and After Hours (remember, After Hours are determined by the Holiday Set you’ve configured and attached to your Business Hours Set).<\/p>\n When you are finished editing your Greeting block, click Save<\/strong>.<\/p>\n If you want agents to relay a different message during your observed holiday(s) upon closing the call, we’ll need to edit the Closing block(s) of your script.<\/p>\n In your Closing block, under the Edit<\/strong> tab, choose Business and after hours closing<\/strong> under the Closing Type drop down. Then, from the Business Hours<\/strong> drop down, select the Business Hours Set you’ve applied your Holiday Set to.<\/p>\n Once you have selected the applicable Business Hours Set from the drop down, it’s time to fill out the operator text for both Business Hours and After Hours (remember, After Hours are determined by the Holiday Set you’ve configured and attached to your Business Hours Set).<\/p>\n When you are finished editing your Closing block, click Save<\/strong>.<\/p>\n In this section, we are going to show you how you can change the call handling in your script based on a holiday. For example, your script may have agents transferring calls normally throughout the week, but during the holidays you’d like agents just to take a message. To have your script change for a temporary period of time and then return back to normal, we’ll need to add a Workflow (Date Time)<\/strong> Block into your script.<\/p>\n From your Script Workflow page, click New Script Section<\/strong> and drag it out onto the builder. Then, in your New Section box, click Add Script Blocks<\/strong>.<\/p>\n In the pop-up window, click Add new script block<\/strong>. Then choose Workflow (Date Time)<\/strong> from the drop down list.<\/p>\n In the Workflow (Date Time) script block, you’ll need to set the days and\/or times you’d like to observe as holidays. You can do this in two different ways:<\/p>\n Finish configuring your Workflow (Date Time) block by naming it under the Field tab. Then click Save<\/strong>.\u00a0Once your script block has been saved, you’ll need to finish configuring your new script section. In this case we’ll just need to name it, then click Save<\/strong>.<\/p>\n Once your new block and section have been created, you’ll need to link up your new options to their respective paths. If you haven’t already created new sections<\/a> for your temporary call handling, you’ll need to go back and do that, then finish linking up your sections.<\/p>\nCreating a Holiday Set<\/h2>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-25.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-24.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-26.gif\")
<\/a><\/p>\nApplying a Holiday Set to your Business Hours<\/h2>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-27.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-29.gif\")
<\/a><\/p>\nAdding a Holiday Set to your Greeting<\/h2>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-31.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-32.gif\")
<\/a><\/p>\nAdding a Holiday Set to your Closing<\/h2>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-33.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-34.gif\")
<\/a><\/p>\nHow to Change Your Script for the Holiday<\/h2>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_35.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_36.gif\")
<\/a><\/p>\n\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_37.gif\")
<\/a><\/p>\n\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_38.gif\")
<\/a><\/p>\n![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_39.gif\")
<\/a><\/p>\n
![\"\"](\"http:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/Recording-_41.gif\")
<\/a><\/p>\n