Availability Scheduling
Route tasks only to team members who are currently working. Respect schedules, time zones, and working hours.
Route Based on Working Hours
Availability Scheduling ensures tasks only go to team members who are actually working. Define working days and hours for each agent, and EnforcedFlow routes around schedules.
How It Works
- Set Working Days - Define which days each agent works (Monday-Friday, weekends, specific days)
- Define Time Ranges - Set start and end times for each agent’s working hours
- Automatic Routing - Tasks only route to agents who are currently within their working hours
Configuration Options
Working Days
Specify which days of the week each agent is available:
- Full-time: Monday through Friday
- Part-time: Specific days only
- Weekend coverage: Saturday and Sunday
- Custom schedules: Any combination
Time Ranges
Set the hours when agents are available:
- Standard hours: 9 AM - 5 PM
- Extended hours: 8 AM - 8 PM
- Night shift: 10 PM - 6 AM
- Custom ranges: Any start and end time
Example Use Cases
Global Support Team
Route tickets based on which region is currently staffed:
- US tickets during US hours → US team
- EU tickets during EU hours → EU team
- Off-hours tickets → On-call team or queue for next shift
Part-time Staff
Respect part-time schedules:
- Part-time agent works Tue-Thu → Only receives tasks those days
- Full-time agents → Available Monday-Friday
- No manual schedule management needed
Shift Coverage
Ensure 24/7 coverage by routing to active shifts:
- Morning shift (6 AM - 2 PM) → Morning team
- Afternoon shift (2 PM - 10 PM) → Afternoon team
- Night shift (10 PM - 6 AM) → Night team
Why Use Availability Scheduling?
- No Missed Tasks - Tasks don’t sit waiting for an offline agent
- Respect Work-Life Balance - Team members only receive tasks during their hours
- Global Team Support - Handle distributed teams across time zones
- Automatic Handoffs - As one shift ends, tasks route to the next available shift
Combining with Other Features
Availability Scheduling works alongside other routing criteria:
- Skill-based + Availability - Route to agents with the right skills who are currently working
- AI-Powered Routing + Availability - Analyze content and route to available specialists
- Workload Balancing + Availability - Balance load among currently available agents
This ensures tasks always reach someone who is both qualified and available.
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