Lab 4 – Flow Pre-Work

In this lab, you will learn how to create Queues and Business Hours.

URL: admin.webex.com Login: Instructor provided credentials

Instructions:

1.	Contact Center-> Customer Experience -> Business Hours
1.	Use Case: Agents should only be reached through queues during set hours Define Business Hours Overrides Name: Emergencies Time zone: America/New York Add new override Name: Emergency Date range: Today’s date - 12/25/2025 Do NOT enable Holiday Lists Name: Holidays Holiday Number 1: Xmas 12/25/2025 – 12/25/2025 Holiday Number 2: Birthday Your 2026 birthday date (Hint – type the date in) Reminder: If a setting is not listed in the task instructions, leave default settings or skip Working Hours Name: Work Week Time zone: America/New York Add Shift Name: Day Mon – Fri: 9am - 5pm Holiday List: Holidays Overrides: Emergencies Help Page
2.	Contact Center-> Customer Experience -> Queues
	Use Case: Separate queues are needed for Support and Sales to ensure customer inquiries are routed to the appropriate team. Create two queues
	Queue Name: Support Q Contact Routing Settings Skills-based routing: Enable Skill assignment type: Assign skills in flows Routing Pattern: Best Available Agent Call Distribution: Create Group Priority 1: Company and Overseas teams Advanced settings Service Monitoring: Enable Allow pause/resume for calls: Enable Service Level Threshold: 120 Max time in Queue: 3600 Music In Queue: defaultmusic_on_hold_cisco_opus Help Page	Queue Name: Sales Q Contact Routing Settings Agent Assignment: Teams Call Distribution: Create Group Priority 1: Sales team Advanced settings Service Monitoring: Enable Allow pause/resume for calls: Enable Service Level Threshold: 120 Max time in Queue: 3600 Music In Queue: defaultmusic_on_hold_cisco_opus

STOP

END OF LAB