Time Control Panel

Overview

The Time Control panel routes interactions based on the time and day they occur, allowing your Logic+ flow to behave differently depending on when it is triggered. It is ideal for any scenario that requires schedule-aware decision-making, such as handling interactions differently during business hours versus after closing or accounting for holidays and one-time events.

The panel works by creating events, each representing a custom time window linked to its own exit path. Events can be set as weekly recurring schedules or single occurrences. Each Time Control panel supports up to 10 custom events, plus a default exit path for any time not covered by an event.

Before You Begin

Think through all the time scenarios your flow needs to handle before configuring this panel. A common approach is to sketch out a list or simple flowchart of the different time windows and what should happen in each one.

Pay particular attention to the Default exit path. Any time not covered by one of your events — including unexpected scenarios, will route through the default. It is strongly recommended that you build out a complete flow for the default path and test it thoroughly before deploying.

Example Use Case

A business wants to route incoming customer calls differently depending on the time of day. During business hours (Monday–Friday, 8:00 AM–6:00 PM), calls are routed to a live agent queue. Outside of those hours, callers are played an after-hours message and offered a callback option. A one-time event is also added for a company holiday, routing callers to a holiday message for that specific date. The Time Control panel makes it straightforward to manage all of these scenarios in one place.

Properties

• Name

  • Enter a unique, descriptive name to identify the panel.

• Description

  • Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.

• Initiates Flow

  • Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• Time Zone

  • Select the time zone that applies to this panel's events.

    • Use Dropdown: Select a time zone from the available list.

    • Use Variable: Reference a variable to assign the time zone dynamically, allowing it to adjust per interaction based on routing, configuration, or lookup data.

• Events

  • Events define the time windows that drive routing decisions. Each event you create generates its own named exit path. Select the event type that fits your needs:

• Event Types

  • Weekly Repeating

    • Use this type for schedules that recur on the same days and times each week, such as regular business hours.

      • Name

        • Enter a unique name for the event. This name will be used as the label for its corresponding exit path.

      • Days of the Week

        • Select one or more days the event should apply to. Available options are SUN, MON, TUE, WED, THU, FRI, and SAT.

      • Time Range

        • Enter a start and end time for the event. Times may be entered in either 12-hour or 24-hour format (HH:MM AM/PM). 24-hour entries will be automatically converted to 12-hour format.

• Event Types Continued

  • One Time Event

    • Use this type for single occurrences that do not follow a weekly pattern, such as holidays, closures, or special events.

      • Name

        • Enter a unique name for the event. This name will be used as the label for its corresponding exit path.

      • Start Date and Time

        • Enter the date and time the event begins. Enter dates as MM/DD/YYYY and times as HH:MM AM/PM.

      • End Date and Time

        • Enter the date and time the event ends. Enter dates as MM/DD/YYYY and times as HH:MM AM/PM.

      • Repeat Annually

        • Enable this toggle to have the event repeat on the same date each year. This is useful for fixed holidays that fall on the same calendar date. Off by default.

Exits

• Default

  • The path taken when the current time does not match any configured event. This path handles all unscheduled time windows, including any gaps or unexpected scenarios not covered by your events. It is strongly recommended to build and test a complete flow for this path.

• Custom Event Paths

  • Each event you create generates its own exit path, named after that event. When the current time falls within an event's defined window, the flow will route through that event's exit path.