Social Hour Check

The Social Hour Check node enables you to configure the permissible hours within which you can deliver a message to the user. Some countries allow delivery of messages like marketing information/order delivery updates during a specific time period only. It is important to configure social hours in such scenarios, where you can check for the permissible time range before you deliver the message to the users.

When you configure the Social Hour Check node, the node checks if the request falls within the social hour range before proceeding further. If the request falls in the non-social hour period, you can take one of the two paths:

• Wait for next available social hours - In this case, Webex Connect waits at this node until the next social hour window opens (based on your configuration) again at which stage the processing is resumed. You would choose this option for requirements such as sending a proactive notification for an upcoming appointment later in the week or month.

• Branch requests not in social hour - In this case, an alternative path is taken (based on your flow configuration) for handling the requests that fall outside of social hour window. You would choose this option for sending out of office auto-responders to customers who have reached out for live agent support outside of contact center operating hours.

Social hours play an important role in ensuring that you do not disturb the users at the wrong time of the day. You can configure working hours for your business, holidays, and special days using the Social Hour Check node. You can also set exceptions to the social hours. For example, if your normal working hours are from 9 AM to 6 PM, you can configure an exception of 1 PM to 2 PM as the lunch hour.

Node Configuration

Double-click the node to open the configuration window. Perform the following steps to configure the node:

1. Choose a Social Hours Policy.
   • Wait for next available social hours - if the message originates outside of the configured social hours, the flow waits till the next available social hour slot to deliver the message.
   • Branch requests not in social hours - the request goes to an error edge.
2. Select Add additional delay and enter the Delay (in minutes) if you want the flow to wait for more time apart from the configured social hours.
3. Configure the social hours. You can configure the social hours for the entire week (by default, Monday to Friday) or individual days of the week with varied timings.
   • Enable the Customize by Day option if you want to set the social hours for specific days of the week or different time on different days and select the required days.
   • Enter the From and To time in 24-hour format.
   • Select Set social hours exception if you want to exclude specified duration from the social hours.
   • Click Add New to add more exceptions. You can add multiple exceptions.
   • Click the Calendar icon, pick a date, and click Add to add any holidays that you want to include as non-social hours. Repeat this step for all the holidays that you would like to add. If you mark a specific day as a holiday, it overwrites the social hours configured earlier for that day.
   • Select the Time Zone (of the request). This time zone is applied to the configured social hours.

You can use Dynamic Timezone functionality in Social Hours that enables it to automatically analyze the acceptable social hours while sending a message or call in the selected time zone.

The Dynamic Timezone allows timezone parameters to be entered during the run-time (earlier only static parameters were supported).

• To enable the dynamic timezone, “Select Dynamic Time Zone” option from the timezone drop-down.
  A text box will appear.
• Enter the parameters.
• Click Save.
  The Dynamic Timezone has been enabled and will allow you to enter timezone code during the runtime (See the below list for predefined timezone codes).

Timezone Codes

The following are the list of codes for different timezones:

Europe/Andorra
Asia/Dubai
Asia/Kabul
America/Antigua
America/Anguilla
Europe/Tirane
Asia/Yerevan
Africa/Luanda
Antarctica/McMurdo
Antarctica/Casey
Antarctica/Davis
Antarctica/DumontDUrville
Antarctica/Mawson
Antarctica/Palmer
Antarctica/Rothera
Antarctica/Syowa
Antarctica/Troll
Antarctica/Vostok
America/Argentina/Buenos_Aires
America/Argentina/Cordoba
America/Argentina/Salta
America/Argentina/Jujuy
America/Argentina/Tucuman
America/Argentina/Catamarca
America/Argentina/La_Rioja
America/Argentina/San_Juan
America/Argentina/Mendoza
America/Argentina/San_Luis
America/Argentina/Rio_Gallegos
America/Argentina/Ushuaia
Pacific/Pago_Pago
Europe/Vienna
Australia/Lord_Howe
Antarctica/Macquarie
Australia/Hobart
Australia/Currie
Australia/Melbourne
Australia/Sydney
Australia/Broken_Hill
Australia/Brisbane
Australia/Lindeman
Australia/Adelaide
Australia/Darwin
Australia/Perth
Australia/Eucla
America/Aruba
Europe/Mariehamn
Asia/Baku
Europe/Sarajevo
America/Barbados
Asia/Dhaka
Europe/Brussels
Africa/Ouagadougou
Europe/Sofia
Asia/Bahrain
Africa/Bujumbura
Africa/Porto-Novo
America/St_Barthelemy
Atlantic/Bermuda
Asia/Brunei
America/La_Paz
America/Kralendijk
America/Noronha
America/Belem
America/Fortaleza
America/Recife
America/Araguaina
America/Maceio
America/Bahia
America/Sao_Paulo
America/Campo_Grande
America/Cuiaba
America/Santarem
America/Porto_Velho
America/Boa_Vista
America/Manaus
America/Eirunepe
America/Rio_Branco
America/Nassau
Asia/Thimphu
Africa/Gaborone
Europe/Minsk
America/Belize
America/St_Johns
America/Halifax
America/Glace_Bay
America/Moncton
America/Goose_Bay
America/Blanc-Sablon
America/Toronto
America/Nipigon
America/Thunder_Bay
America/Iqaluit
America/Pangnirtung
America/Atikokan
America/Winnipeg
America/Rainy_River
America/Resolute
America/Rankin_Inlet
America/Regina
America/Swift_Current
America/Edmonton
America/Cambridge_Bay
America/Yellowknife
America/Inuvik
America/Creston
America/Dawson_Creek
America/Fort_Nelson
America/Vancouver
America/Whitehorse
America/Dawson
Indian/Cocos
"Africa/Kinshasa
Africa/Lubumbashi
Africa/Bangui
Africa/Brazzaville
Europe/Zurich
Africa/Abidjan
Pacific/Rarotonga
America/Santiago
America/Punta_Arenas
Pacific/Easter
Africa/Douala
Asia/Shanghai
Asia/Urumqi
America/Bogota
America/Costa_Rica
America/Havana
Atlantic/Cape_Verde
America/Curacao
Indian/Christmas
Asia/Nicosia
Asia/Famagusta
Europe/Prague
Europe/Berlin
Europe/Busingen
Africa/Djibouti
Europe/Copenhagen
America/Dominica
America/Santo_Domingo
Africa/Algiers
America/Guayaquil
Pacific/Galapagos
Europe/Tallinn
Africa/Cairo
Africa/El_Aaiun
Africa/Asmara
Europe/Madrid
Africa/Ceuta
Atlantic/Canary
Africa/Addis_Ababa
Europe/Helsinki
Pacific/Fiji
Atlantic/Stanley
Pacific/Chuuk
Pacific/Pohnpei
Pacific/Kosrae
Atlantic/Faroe
Europe/Paris
Africa/Libreville
Europe/London
America/Grenada
Asia/Tbilisi
America/Cayenne
Europe/Guernsey
Africa/Accra
Europe/Gibraltar
America/Godthab
America/Danmarkshavn
America/Scoresbysund
America/Thule
Africa/Banjul
Africa/Conakry
America/Guadeloupe
Africa/Malabo
Europe/Athens
Atlantic/South_Georgia
America/Guatemala
Pacific/Guam
Africa/Bissau
America/Guyana
Asia/Hong_Kong
America/Tegucigalpa
Europe/Zagreb
America/Port-au-Prince
Europe/Budapest
Asia/Jakarta
Asia/Pontianak
Asia/Makassar
Asia/Jayapura
Europe/Dublin
Asia/Jerusalem
Europe/Isle_of_Man
Asia/Kolkata
ndian/Chagos
Asia/Baghdad
Asia/Tehran
Atlantic/Reykjavik
Europe/Rome
Europe/Jersey
America/Jamaica
Asia/Amman
Asia/Tokyo
Africa/Nairobi
Asia/Bishkek
Asia/Phnom_Penh
Pacific/Tarawa
Pacific/Enderbury
Pacific/Kiritimati
Indian/Comoro
America/St_Kitts
Asia/Pyongyang
Asia/Seoul
Asia/Kuwait
America/Cayman
Asia/Almaty
Asia/Qyzylorda
Asia/Qostanay
Asia/Aqtobe
Asia/Aqtau
Asia/Atyrau
Asia/Oral
Asia/Vientiane
Asia/Beirut
America/St_Lucia
Europe/Vaduz
Asia/Colombo
Africa/Monrovia
Africa/Maseru
Europe/Vilnius
Europe/Luxembourg
Europe/Riga
Africa/Tripoli
Africa/Casablanca
Europe/Monaco
Europe/Chisinau
Europe/Podgorica
America/Marigot
Indian/Antananarivo
Pacific/Majuro
Pacific/Kwajalein
Europe/Skopje
Africa/Bamako
Asia/Yangon
Asia/Ulaanbaatar
Asia/Hovd
Asia/Choibalsan
Asia/Macau
Pacific/Saipan
America/Martinique
Africa/Nouakchott
America/Montserrat
Europe/Malta
Indian/Mauritius
Indian/Maldives
Africa/Blantyre
America/Mexico_City
America/Cancun
America/Merida
America/Monterrey
America/Matamoros
America/Mazatlán
America/Chihuahua
America/Ojinaga
America/Hermosillo
America/Tijuana
America/Bahia_Banderas
Asia/Kuala_Lumpur
Asia/Kuching
Africa/Maputo
Africa/Windhoek
Pacific/Noumea
Africa/Niamey
Pacific/Norfolk
Africa/Lagos
America/Managua
Europe/Amsterdam
Europe/Oslo
Asia/Kathmandu
Pacific/Nauru
Pacific/Niue
Pacific/Auckland
Pacific/Chatham
Asia/Muscat
America/Panama
America/Lima
Pacific/Tahiti
Pacific/Marquesas
Pacific/Gambier
Pacific/Port_Moresby
Pacific/Bougainville
Asia/Manila
Asia/Karachi
Europe/Warsaw
America/Miquelon
Pacific/Pitcairn
America/Puerto_Rico
Asia/Gaza
Asia/Hebron
Europe/Lisbon
Atlantic/Madeira
Atlantic/Azores
Pacific/Palau
America/Asuncion
Asia/Qatar
Indian/Reunion
Europe/Bucharest
Europe/Belgrade
Europe/Kaliningrad
Europe/Moscow
Europe/Simferopol
Europe/Kirov
Europe/Astrakhan
Europe/Volgograd
Europe/Saratov
Europe/Ulyanovsk
Europe/Samara
Asia/Yekaterinburg
Asia/Omsk
Asia/Novosibirsk
Asia/Barnaul
Asia/Tomsk
Asia/Novokuznetsk
Asia/Krasnoyarsk
Asia/Irkutsk
Asia/Chita
Asia/Yakutsk
Asia/Khandyga
Asia/Vladivostok
Asia/Ust-Nera
Asia/Magadan
Asia/Sakhalin
Asia/Srednekolymsk
Asia/Kamchatka
Asia/Anadyr
Africa/Kigali
Asia/Riyadh
Pacific/Guadalcanal
Indian/Mahe
Africa/Khartoum
Europe/Stockholm
Asia/Singapore
Atlantic/St_Helena
Europe/Ljubljana
Arctic/Longyearbyen
Europe/Bratislava
Africa/Freetown
Europe/San_Marino
Africa/Dakar
Africa/Mogadishu
America/Paramaribo
Africa/Juba
Africa/Sao_Tome
America/El_Salvador
America/Lower_Princes
Asia/Damascus
Africa/Mbabane
America/Grand_Turk
Africa/Ndjamena
Indian/Kerguelen
Africa/Lome
Asia/Bangkok
Asia/Dushanbe
Pacific/Fakaofo
Asia/Dili
Asia/Ashgabat
Africa/Tunis
Pacific/Tongatapu
Europe/Istanbul
America/Port_of_Spain
Pacific/Funafuti
Asia/Taipei
Africa/Dar_es_Salaam
Europe/Kiev
Europe/Uzhgorod
Europe/Zaporozhye
Africa/Kampala
Pacific/Midway
Pacific/Wake
America/New_York
America/Detroit
America/Kentucky/Louisville
America/Kentucky/Monticello
America/Indiana/Indianapolis
America/Indiana/Vincennes
America/Indiana/Winamac
America/Indiana/Marengo
America/Indiana/Petersburg
America/Indiana/Vevay
America/Chicago
America/Indiana/Tell_City
America/Indiana/Knox
America/Menominee
America/North_Dakota/Center
America/North_Dakota/New_Salem
America/North_Dakota/Beulah
America/Denver
America/Boise
America/Phoenix
America/Los_Angeles
America/Anchorage
America/Juneau
America/Sitka
America/Metlakatla
America/Yakutat
America/Nome
America/Adak
Pacific/Honolulu
America/Montevideo
Asia/Samarkand
Asia/Tashkent
Europe/Vatican
America/St_Vincent
America/Caracas
America/Tortola
America/St_Thomas
Asia/Ho_Chi_Minh
Pacific/Efate
"Pacific/Wallis
Pacific/Apia
Asia/Aden
Indian/Mayotte
Africa/Johannesburg
Africa/Lusaka
Africa/Harare

In case the entered time zone code is not the accepted value, it will generate an error outcome (Refer below image):

Input Variables

You can see a list of all the flow variables available for use within this node under the Input Variables pane. You can also search for a variable using the Search field.

You can see the list of variables that you explicitly create and configure for this node under the Custom Variables pane. You can also add a custom variable to the flow using the Add New Custom Variable button. For more information, see Custom Variables.

Output Variables

You can see the data that this node generates as output variables. These variables are available for use in subsequent nodes. The following are the standard output variables for the Social Hour Check node:

• socialHour.timeToNext - .

Node Outcomes

You can see the list of possible node outcomes for this node under this pane. You can customize the node labels using the Edit (pencil) icon. The node exits through one of the node edges corresponding to the outcome of the node.

See the example for configuration details.

Transition Actions

Use this tab to configure the transition actions for On-enter/On-leave events. However, configuring transition actions is optional. For detailed instructions about configuring the transition actions, see Node Transition Actions.

Example

A parcel delivery company wants to send updates to its users about the delivery status of their parcels. It uses the Social Hour Check node in its flow to check if it is the right hour to send updates. The company sends updates or messages only between 8 AM and 6 PM during the weekdays (except on a Wednesday) and 10 AM to 7 PM on the weekends. Any message that originates outside of these hours is queued and delivered in the next available social hour time slot. See the following configuration: