How to Configure Time-Based Routing

Edited

Step 1 – Define Schedule Blocks

Open routing configuration.
Create time block.
Define:
- Start time
- End time
- Applicable days

Confirm timezone alignment.

Step 2 – Assign Behavior Per Time Block

For each time window:

Assign transfer destination
Assign automation behavior
Validate fallback routing

Example:
Business Hours → Transfer
After Hours → Provide Information

Step 3 – Test Edge Cases

Test:

1 minute before boundary
1 minute after boundary
Weekend transition
Holiday routing

Unexpected transfers often occur at boundaries.

Time