Live support hours and sessions

Agents publish times when employees can receive live support. Saved Empeiro hours and bookings supply availability in this release. Connecting Microsoft 365 does not connect Outlook availability or automatically create Teams meetings.

Publish your availability

1. As an agent, open your account menu and select My live support hours.
2. Under Weekly hours, tick the days and set From and Until. Use Add hours for another block and Remove these hours to remove one. The initial suggested block is not saved until you save it.
3. Set Time zone. Weekly times are local to that zone, including its daylight-saving rules.
4. Set Session length from 5 to 240 minutes and Between sessions from 0 to 120 minutes for the buffer.
5. Choose How people reach you: Teams call, Phone call or Walk-up (in person). Arrange actual contact details in the ticket when needed.
6. Under Systems you take first, tick your areas of support. These affect agent preference when offering sessions.
7. Select Save my hours. Read the confirmation and summary. Close alone does not save edits.

The online/away indicator does not establish availability. Changing weekly hours does not automatically cancel booked sessions.

Block a date or time

1. Save weekly hours first.
2. Under Block a time now, choose Date.
3. Leave From empty to block the whole day and select Block the whole day. For a partial block, enter From and Until, then Block that time.
4. Enter Why if useful. Read the result and inspect Your upcoming sessions.
5. Overlapping bookings are flagged for you to move. Open their ticket links and reschedule or cancel; blocking alone does not do this.

Blocks appear under Exceptions. To remove one, select Remove beside it and Save my hours. Check the summary afterward.

Accept a session offer

A Front line assistant can arrange a session during a conversation; an enabled background Scheduler can offer slots on waiting tickets. Select a suitable time from the offer in the ticket thread. The server checks availability again before booking; an offer does not reserve its slots.

After booking, a Live session card shows the agent, time and reach method, and the conversation records the booking. Times on this card use the viewer's timezone. Join the meeting appears only when the session actually has a meeting URL. A Teams call label alone is not an invitation or a meeting URL.

A reminder is posted to the ticket conversation about fifteen minutes before a booked session. It is an Empeiro conversation message, not proof that Outlook received an appointment.

If another person takes the time first, read the conflict and select one of the updated times offered in the conversation.

Reschedule

1. Open the ticket's Live session card as its requester or an agent.
2. Select Reschedule to load available time-and-agent buttons.
3. Select the intended time. This can change the agent as well as the time.
4. Read Moved and check the updated card. If the selected time is no longer free, the original booking remains; choose another.

Close, or Escape within the choices, leaves the booking unchanged. No other open times in the next two weeks means agents need to publish suitable availability before you can choose another slot.

Cancel

Select Cancel on the session card, verify the agent and time in the confirmation, and confirm. Cancellation is recorded in the conversation. Verify the booking is no longer active. A message saying you cannot attend does not itself release the saved booking.

Missing or incorrect times

Check the agent's saved zone, weekly blocks, exceptions, session length, buffer and bookings. Check your device timezone if a card shows an unexpected local time. For background offers, also review the Scheduler's On switch, permission, waiting threshold, schedule, budget and Function log on Assistant.