Time Control
- John Kargol
The “Time Control” panel serves as a key decision-making point within your Logic flow, allowing you to set schedule-based exit paths that determine different outcomes based on the timing of input through the panel. This is ideal for handling time-sensitive scenarios, adapting responses or processes depending on specific days and times.
The panel is configured by creating "events," each representing a custom time period linked to an exit path. You can set up these events as weekly recurrences or one-time occurrences, tailoring them to your scheduling needs.
Each Time Control panel supports up to ten (10) custom events, providing ten unique exit paths in addition to a default path for non-scheduled times.
With the Time Control panel, you can effectively route interactions based on time-specific conditions to ensure seamless, schedule-aware workflow management.
Using this panel
Situations that require different responses depending on the time are good matches for the Time Control panel. One example would be a business that needs to route customer interactions differently during business hours and after closing for the day.
Configuration
Set as Flow Initiator: By selecting "Set as Flow Initiator," this panel will serve as the starting point of the IVR flow, before proceeding to subsequent panels within the Logic+ flow.
Panel Name: It is recommended that you choose a name and keep it consistent. You will also need to specify the variable name to update. If the variable does not exist, it will be created.
Panel Description: It is recommended to provide a clear description of the panel, detailing its purpose and functionality. This is akin to documentation, making it easier for others to understand and identify its intended use when they encounter it.
Time Zone: Choose the time zone that best aligns with your IVR flow or organizational requirements.
Use Dropdown: Select an option from the dropdown menu.
Use Variable: Input a variable to assign a specific time zone for each interaction. Based on the path, configuration, or lookup settings, the variable can dynamically adjust the time zone applied.
Events: Select the type of event to create by selecting either Add Weekly Repeating or Add One Time Event.
Add Weekly Repeating: Select the days of the week and specify a start and end time for each day.
Name: Enter a unique name for the event. Its exit path will share this name.
Days of the Week: Select one or more day(s) for the event from
SUN, MON, TUE, WED, THU, FRI,andSAT.Time Range: Enter a start and end time for the event. Enter times as
HH:MM:AM/PMin either 12-hour or 24-hour format. 24-hour entries will be converted to 12-hour.
Add One Time Event: Ideal for single occurrences, such as holidays or team meetings. Assign a name, and choose the start date and time.
Name: Enter a unique name for the event. Its exit path will share this name.
Start Date and Time: Enter a starting date and time for the event. Enter dates as
MM/DD/YYYYand times asHH:MM:AM/PM.End Date and Time: Enter an ending date and time for the event. Enter dates as
MM/DD/YYYYand times asHH:MM:AM/PM.Repeat Annually: Turn this toggle on to make this event repeat annually. Default setting is off.
Exit Paths:
Default: If none of the matches evaluates to true for the provided variable, the default exit path is used.
Custom Added Matches: Any exit paths created for added matches that evaluate to true.
Additional Information:
If no selection is made, then this panel will apply, in order, either any global time zone selected in the Settings page or the platform default Eastern time (UTC−05:00))
Times may be entered in either 12-hour or 24-hour format. 24-hour entries will be converted to 12-hour.
Making a list or flowchart of the different time scenarios to address may be helpful in planning out what events to create.
Carefully consider the role that your default exit path should play in your Logic's flow. We highly recommend setting up an appropriate flow of panels for your default path and testing it to your satisfaction. Any time scenarios not addressed by your created events will go to the default exit path instead, including scenarios that may be unexpected.