Notification Context Schedules

Available in Version 4.3 and up

It’s common to want to exclude non-working hours when calculating that time that a record has gone unworked. This helps prevent unworked/delayed assignment notifications from being sent on weekends, evenings, holidays, etc. Context schedules allow you to do just that.

You can select which associated schedules should be applied when counting elapsed time:

  • Distribution Schedule: this is the schedule associated with the router.
  • Holiday Schedule: this is the holiday schedule associated with the router.
  • Member Schedule: this is the schedule assigned to the record recipient.
  • Member Holiday Schedule: this is the member holiday schedule assigned to the record recipient.

When multiple schedules are selected, time is only counted when all selected schedules overlap. For example, if Distribution Schedule (8am-5pm) and Member Schedule (9am-6pm) are selected, time will only be counted from 9am-5pm since this is the time both schedules have in common.

To take this example one step further, if the router is set to notify after 60 minutes, and a record is assigned at 4:43pm, the notification would not go out until the next day at 9:43am.

If you have the “Select Off Hours” option enabled for distribution schedules, this is treated the same as “All Day” from the perspective of context schedules.

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