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.

Accessing Holiday Profiles

Holiday Profiles are accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Routing Configuration > Holiday Profiles
2. All configured holiday profiles are listed in the modal

Building a Profile

1. Select Add New Profile in the bottom-left of the modal
2. Name the profile
3. Optionally, configure Upcoming Holiday Notification Recipients — a list of email addresses to notify ahead of each configured holiday; press Enter or , after each address to add it
4. Configure each holiday:
   • Name of the holiday
   • Date in MM/DD format
   • Select All Day to apply the profile for the full calendar day — this disables the time fields
   • If not all day, configure the start and end time in 24-hour format
5. Additional holidays can be added to the same profile by expanding the list
6. Click Save on the bottom-right of the modal