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Use Time Filter to route calls according to a recurring weekly schedule. It is useful for business hours, split shifts, and other availability that repeats each week. Use Filter when the route should depend on data instead of time.

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How Time Filter routes

Time Filter uses the agent’s timezone to compare the call’s start day and time with the configured schedule:
  • Available runs when the call starts within an enabled time range.
  • Unavailable runs when the call starts outside every range or the day is disabled.
Connect both routes so the call has a defined path during and outside the schedule.

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Configure available times

Under Available Times, enable each day when the agent is available and set its time ranges.
  • Select + to add another range to the same day, such as separate morning and afternoon hours.
  • Select the remove icon beside a range to delete it.
  • Disable a day when the agent is unavailable all day.
Time ranges on the same day cannot overlap. Split overnight availability across two days. For example, represent Sunday 10:00 PM through Monday 2:00 AM with a late Sunday range and an early Monday range. The schedule repeats weekly. It does not include date-specific exceptions such as holidays.

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Example: Route during support hours

For support hours of 9:00 AM–12:00 PM and 1:00 PM–5:00 PM, Monday through Friday:
  1. Enable Monday through Friday and add both ranges to each day.
  2. Disable Saturday and Sunday.
  3. Connect Available to the live support path.
  4. Connect Unavailable to an after-hours message or follow-up path.

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Troubleshooting

Confirm that the call’s start day is enabled, has at least one time range, and includes the call’s start time. Then check the agent’s timezone.
Split the range across two days. Configure the first range through the end of the starting day and the second from the beginning of the next day.
Remove overlapping time ranges from the same day.
Last modified on July 17, 2026