How to Manage the Queue Hours

You can enable Support Automation for each queue for specific hours of the day, to accommodate the working hours of analysts as follows:

Create a separate schedule for each queue and for all automated support services.
Note: These settings do not limit self-service functions.
Define support hours for the Support Automation server by a global open or close status. An entry for each hour of the week indicates a difference from the global status of the server.
The server uses the first entry for each hour based on the rules you establish.
This action effectively merges the support hour definitions from the parent tenant (or public) settings. This action can have counter-intuitive results if a mix of ‘default-closed’ and ‘default-open’ is used in the hierarchy.