The Specialty Answering Service portal gives you the ability to adjust your business hours within any location. However, the business hours listed here are not used to answer questions such as 'Are you open' and 'When do you close'; rather, they are used as companions to advanced features within the SAS call script, and reporting capabilities in the SAS Portal. You should adjust your business hours if you are:
- Using the SAS Calendar: Your business and lunch hours will create a block of appointments our call center operators can set.
- Routing Calls Differently Based on Business Hours: If you have steps in your script that direct our operators to different paths based on whether the call was received during or after business hours, those hours will be controlled here.
- Tracking Calls Received by Business Hours: In the Reports section of the SAS Portal under the heading Call Traffic Report, you'll find a report called Calls by Business Hours. The business hours used to run this report will be those set in your location.
In this tutorial, you will learn how to do a few things:
Where to Find Business Hours Settings
1. From the home page, click on Locations
from the navigation menu on the left. You will see a list of all locations on your account along with the message delivery preference for each location. Locations refer to different places you want messages sent after a call closes. For example, you may need emergency calls sent to a different email address or cell phone number than sales calls.
In the example below, there are 3 locations: Sales messages are routed to the sales email address, Customer Service calls to another address, and a third location goes to an IT department if a website the operators need to access becomes unavailable.
Let's say that you want to have sales calls transferred to a sales representative during business hours. To adjust the transfer hours, you'll need to edit the Sales location.
2. Click on the blue Edit
button to the far right of the Sales location. This will bring you to the screen where you can update the business hours.
How to Update Open and Lunch Hours
Let’s say that for script paths linked to the Sales location
in this example, you want calls transferred to SAS during the day, and a message taken at night. Business hours need to be adjusted accordingly.
1. From the location page, scroll down to the bottom where you will see Business hours settings
. First, make sure your Time Zone
is correct. The time zone value will usually be the the same time zone as your own business.
2. Next, you'll need to edit your Open hours
. Click the checkboxes under each day of the week that your business is open, and adjust the From
3. If you take a Lunch at a set time every day and you do not want to be contacted during that time, be sure to add those hours in as well. If a call hits our system during Lunch hours, it will be considered 'after hours' and the after hours path will be shown to the agents. Similarly, if we are scheduling appointments, lunch hours will be unavailable.
4. Once you have entered the applicable business hours, click the yellow Update
button next to Business hours settings. If your changes have been saved successfully, you will see this message.
Adjust Closed Settings
At the bottom of the screen you will see Closed settings
. Closed settings can be used to block off certain dates and times on your appointment calendar, or to override your Open and Lunch hours.
If you have different call handling for business vs. after hours, the script will default to your after hours protocol during the closed times you add. This is great if you're taking the day off, leaving early, or closing your office for a holiday.
1. Click the box labeled Today
and use the calendar pop-up to select your closed date.
2. After your date is selected, you'll need to set your From
times from each respective dropdown. Please note that if you are closed for the entire day, you can leave it as From 12:00 AM To 12:00 AM.
3. Once you have set the date and times to be blocked off, click the blue Add
button. If you've added the closed date successfully, you'll see the date and time appear on the right.
Congratulations! To test if you've updated your settings correctly, you can navigate your call script
. If you're using business hours routing within your script, you'll see either the business hours or after hours script displayed depending on when you are accessing the script.