One or several Opening Hours calendars may be created to act as primary or secondary Opening Hours calendars, applied in the Team Service Settings.

(tick) As any other data entity, Opening Hours are Organization Unit dependent and must be created as an assignable item first. This is done either in Nimbus Configuration by any Team Lead or by a Tenant Admin during Configuration Administration. The "how-to" is explained below.

(lightbulb) The advantage of this approach is that whole sets of "Opening Hours" may be defined on a Tenant level, to be used by multiple services simultaneously.

Primary and Secondary Hours

Each team may decide if the opening hours are defined as primary or secondary. This is determined via the team's individual Service Service Settings.

Ruleset: Primary and Secondary Opening Hours

  • If at least one defined period is found in the primary opening hours calendar, this period is prioritized.
  • If there is no period in defined primary calendar, the secondary calendar period is applied.
  • If no appointment is found on both calendars (with secondary configured), the "Default" of the first calendar is used.
  • The default of the secondary calendar never applies in a two-calendar scenario. If the secondary calendar has no periods defined it is effectively ignored.

(lightbulb) Rule of thumb: Primary Defined > Secondary Defined > Primary Default

Example

In this example there are two calendars defined: one provided by a Tenant Admin (e.g. Company-Wide holidays) and one "Service Specific" calendar created by a Team Owner.

(lightbulb) For simplicity we're assuming these calendars operate on a "whole day" basis for one week. Each day will be handled differently to illustrate a case from the rules above. The customer will find the service status to be as follows:

  • On Monday the primary calendar has a "holiday" defined. → The service workflow will react according to the path defined for holidays (usually a closed-announcement), otherwise the default applies (also closed).
  • On Tuesday the primary calendar is default "closed", however the secondary has a special period defined. → In this case the the secondary calendar takes precedence.
  • On Wednesday the primary calendar is default "closed", however the secondary has an "open" period defined. → In this case the secondary calendar "open" period takes precedence.
  • On Thursday the primary calendar and secondary calendar have a default status, but no specific periods defined. → The primary default "closed is used, secondary default gets always ignored.
  • On Friday the primary calendar has a special event type defined. → Depending on how the service workflow is configured, it will react to the "special" primary calendar period (e.g. same as Tuesday).

Opening Hours within your workflows

  • The 4 types of calendar events (open, closed, special, holiday) need to be handled by the service's Workflows to cover each calendar period case.
  • Opening Hours are checked when the "Check Opening Hours" Activity within a workflow is reached.
  • Currently applied service settings - pointing to opening hours and workflow Configuration items - are evaluated at the point of an incoming call.
  • From a Service's workflow perspective it doesn't matter if a primary or secondary calendar is currently in effect. It's treated like a black-box, meaing that...
    • ... effectively just one opening state is returned upon request, and handled accordingly in the service's workflow.
    • ... if a particular calendar period is not handled in a workflow (e.g. a "special" period has no exit defined in the workflow step) only the "default" state of the primary calendar applies as a fallback.
      (lightbulb) In the example above the "default" would be "closed", taken from the primary calendar as dictated per opening hours ruleset described above.

(warning) Keep in mind: The opening hours calendar setting is primarily evaluated for workflow handling and reporting reasons - not your service overall presence or reachability. Even a "closed" service can still accept calls as long as the workflow routing is set up accordingly.

Opening Hours are not required but can be assigned to a service. (warning) When no opening hours calendar is selected but "opening hours" activities are part of the service's assigned workflow, the "default" activity exit will be used - and thus must be routed in the workflow!

(info) Use the "Check Opening Hours" Workflow Activity to react on a "case by case" basis.

Add New Opening Hours

New Opening Hours can be defined either on your team or global tenant level to be available to other teams:

  1. Within the Nimbus UI, head to Configuration > Opening Hours
  2. Click on "Add New" → the "Add Opening Hours" view opens.
  3. Specify a Name for your calendar entry.
    (lightbulb) This name will be used to identify the opening hours entry in listings and selections.
  4. Specify an Organization Unit to define where the Calendar will be available.
    (lightbulb) When a Tenant Admin accesses Configuration Administration to create an Opening Hours entry a calendar can be made available to multiple services in the team.
  5. Specify a "Default" state that applies when no other periods are defined in the calendar.
    (lightbulb)We recommend to leave it at: Closed and work with specific periods to define working hours.

Calendar UI Elements

An Opening Hours calendar consists of the following elements:


NameDefinition

Calendar Header

Allow you to switch between days, switch resolution (day, week, month)  or jump back to present day.

Also contains a calendar view for quick selection.

Calendar Period
(Colored block item)
  • Create a new period by double clicking into the blank calendar space or click "Add Period"
  • You can edit any existing period entry by double clicking it
    → refer to "Add Period" chapter below.
  • Recurring entries are marked with an circular arrow icon at the top left
  • The "x" at the top right deletes entries. → You will be asked to delete series or single periods.

(question) What are the different types of periods? With multiple calendars in place, different types of periods may be overlapping.

The precedence order is: Special > Holiday > Closed > Open > Default

(lightbulb) Your team's Workflows may also determine how the calls are handled per type of period, e.g. by playing an announcement during "Special" opening hours. 

Show Full Day
(toggle)
Allows to expand the default view vertically to a full day's length.
Calendar UI Elements

Add / Edit Calendar Period

Note - Before you edit productive calendars:

Please note that - once a calendar is created and in productive use - that any changes to its periods / recurring events will take effect immediately. Make sure to:

  • Check if the calendar is used as "Primary" or "Secondary" in any service's Service Settings
  • Make edits to productively used calendars outside of normal operation hours.
  • Alternatively: edit a different calendar and switch to it once satisfied.
  1. To define a new time period in your Opening Hours, simply click "Add Period".
    (lightbulb) Alternatively you can simply double click into the calendar to start creating a new Period item.
    → A dialogue to configure the new time period opens

    Add Period to Calendar

    The available fields change based on recurrence and are defined as follows:

    TitleFree Text, no functional effect aside from showing as period title in the Opening Hours calendar.
    Type

    The type of the period which also determines the branching path of your selected Workflow Template

    (info) While editing your Workflow the "Check Opening Hours" step will determine which "type" of period currently applies and branches out accordingly. Refer to the List of Workflow Activities > "Check Opening Hours" chapter.


    Time Zone

    Used to specify a time offset for teams that work in different time zones.

    (lightbulb) When configuring this for a remote team, set it to the time zone where the service team is situated to correctly offset the period.

    All DayToggle which deactivates the time selection.
    (lightbulb) Best used for holidays or extended special opening hours.
    Start / End

    Used to specify the time of a single event. Can also be used to span a multi-day period.

    Recurrence

    Used to define recurring events. 

    • You may want to leave the "Start" and "End" date parameters as is. Otherwise the event will be treated as a timespan, crossing over from the starting day to the end day in a long block.
    • Adapt the "Start" and "End" time parameters to your needs (e.g. 8:00 AM to 4:00 PM)
    • Set "Recurrence", "Recur every" and "Repeat on" parameters as needed. 
      → 
      "Start" and "End" will be mirrored on these intervals

    (lightbulb) If recurrence is set to "None" the event is one-time only.

    Recur every→ see "Recurrence"
    Repeat On→ see "Recurrence"
  2. Fill in all details as you require for your calendar period 

  3. Create the new entry by pressing "Save & Apply"

Once your calendar is defined you also need to assign it in the team's Service Settings. After this assignment the opening hours will take effect immediately. Existing calls will still be handled according to the previous settings.