Clarification of Call Queue After-Hours Schedule Configuration
Summary:
Improve clarity in the Service Web UI regarding how after-hours schedules are configured for Call Queues.
Current Behavior:
In the Service Web, the label states:
“Schedule: These settings will apply during after hours. Edit schedule”
This creates confusion because:
The phrase suggests that users can directly configure an after-hours schedule.
However, the “Edit schedule” option actually modifies the business hours only.
After-hours are implicitly defined as any time outside the configured business hours.
Problem:
Customers often misunderstand this behavior and assume:
There is a separate after-hours schedule configuration.
They can directly customize after-hours timing independently.
This leads to:
Misconfiguration
Increased support inquiries
Frustration due to unclear UI labeling
Ryan
shared this idea