These profiles help determine when routing behavior should change for holidays, office closures, reduced-service days, or other special calendar events that do not follow the normal weekly schedule. They are typically used when different handling is needed for a specific date or limited date range.

These profiles can be referenced by IVR conditions or other supported features to adjust call or chat handling.

📘

The CCaaS Server time-zone will apply for the configured date(s) and time(s).

Accessing the Holiday Profiles

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Routing Configuration > Holiday Profiles
3. The Holiday Profiles can be viewed and managed from the popup

Building a Profile

📘

Creating a profile does not automatically change routing behavior; the profile must be assigned where it will be evaluated.

1. Select Add New Profile in the bottom-left of the modal
2. Name the profile
3. Upcoming Holiday Notification Recipients is an optional email address field
   1. List all recipients by email address that should be notified of an upcoming holiday
   2. After typing one email address, press the Enter key or comma key (,) to add the recipient
4. Configure the holiday(s)
   1. Name of the holiday
   2. Date of the holiday (MM/DD format)
   3. Select All Day if it applies for all times of that day
      1. This will disable the starting and ending time
   4. Configure the starting and ending time of the holiday
      1. This is formatted in 24-hours
5. Additional holidays can be added to expand the list
6. Click Save on the bottom-right of the modal to save