Disabling Live Chat Depending On Business Opening and Closing Times

[dalejaurigue11]

Hi SN Community,
I have a requirement to enforce closing and opening times of agent chat. Is there a way to enforce disabling of live chat if past business hours? (e.g. Business hours is 9AM - 5PM then the chat will be disabled outside these times).
Or is it possible to make agents unavailable at these times? Thanks.

[Royce Blackbour]

Hi dale11,

A little something like this should do the trick:

(function execute() {
    var gdt = new GlideDateTime();
    var qldTimeOffset = new GlideTime();
    qldTimeOffset.setValue("10:00:00"); // for local time at IT
    gdt.add(qldTimeOffset);
    var qldTime = gdt.getTime();

    var openingHour = new GlideTime();
    openingHour.setValue("06:00:00");

    var closingHour = new GlideTime();
    if (gdt.getDayOfWeekUTC() == 6 || gdt.getDayOfWeekUTC() == 7) {
        closingHour.setValue("18:00:00"); // weekends
    } else {
        closingHour.setValue("19:00:00"); // weekdays
    }

    if (qldTime.before(openingHour) || qldTime.after(closingHour)) {
        vaVars.within_opening_hours = "no";
    } else {
        vaVars.within_opening_hours = "yes";
    }  
})()

Then don't allow the "vaSystem.connectToAgent()" unless its within the right time period.

Kind regards,

Royce.

[Muralidharan BS]

Hi There,

If you are using the OOB Advanced work assignment, then go to the queues and add a schedule. If the schedule is past then users get a no agents msg. 

Thanks

[dalejaurigue11]

Hi Murali,

Thanks for your response.

I tried utilizing this schedule function but I am having an issue with the routing. When I enable this even though the current time is still within the schedule the interaction is not getting generated in the queue work item thus not showing in the agent's inbox.