Schedule-Based and Time-of-Day Routing

Description

Applies routing plans based on configurable business-hours calendars, time zones, and holiday schedules. Contacts arriving outside operating hours are redirected to voicemail, self-service, or a designated after-hours queue.

Canonical use case

A global SaaS vendor routes support tickets to its APAC team during EMEA off-hours based on a shared calendar, ensuring follow-the-sun coverage without manual queue transfers.