Skip to content

Schedule-Based and Time-of-Day Routing

Description

Applies routing plans based on configurable business-hours calendars, time zones, and holiday schedules. Contacts arriving outside operating hours are redirected to voicemail, self-service, or a designated after-hours queue.

Canonical use case

A global SaaS vendor routes support tickets to its APAC team during EMEA off-hours based on a shared calendar, ensuring follow-the-sun coverage without manual queue transfers.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing