Operating Hours Exceptions

Register messages informing customers about periods when there will be no human service, specifying the reason for the interruption.

Here you configure automatic notices for holidays, internal events or any situation in which human service will be unavailable.

The message will be shown to customers who attempt transfer during the configured period.

This feature applies especially to registering holidays in particular and exceptions in general. For interruptions due to queue overflow or system problems use scheduled pauses here.

How to Access

Access: Service / Digital Service / Operating Hours Exceptions, as shown in the Figure 1:

^{Figure 1: Path to Operating Hours Exceptions.}

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Main Screen

Here you see the list with exception messages and their actions, as well as the buttons New, Filters and Export. See in the Figure 2:

^{Figure 2: Listing of Registered Exceptions.}

The screen displays a table with all registered exceptions, containing the following information:

Column	Description
Description	Name or title of the exception
Message	Explanatory text that will be shown to customers
Date	Period with start and end dates and times
Action	Buttons to edit or delete the exception

Available Buttons

• New: Opens the form to register a new exception

• Filters: Allows filtering exceptions by year

• Export: Exports the data in CSV or PDF format

Available Actions

Edit Exception

1. Locate the exception in the table

2. Click the edit button in the Action

3. Change the desired fields

4. Click Confirm to save the changes

Delete Exception

1. Locate the exception in the table

2. Click the delete button in the Action

3. Confirm deletion when prompted

Attention: This action cannot be undone.

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Register New Exception

Step 1: Click New

By clicking the New, you will be directed to the registration form, as shown in Figure 3:

Figure 3: Button for New Exception.

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Step 2: Fill in the Basic Information

^{Figure 4: Registration Form - Basic Information.}

Fill in the following fields:

Field	Description
Description	Identifier name of the exception (example: Labor Day, Holy Week)
Date	Date on which the exception will occur (format: DD/MM/YYYY)
Start Time	Time when the exception starts (format: HH:MM)
End Time	Time when the exception ends (format: HH:MM)
Message	Explanatory text shown to customers who attempt human service during the period

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Step 3: Configure the Groups

Important: It is mandatory to add at least one service group for the exception to function correctly.

Service Groups

Click the button next to Groups to open the selection screen. See in Figure 5:

^{Figure 5: Select Service Group.}

How to select:

1. Type the name to filter the list

2. Check the desired groups

3. Click Confirm to add

4. Or click Cancel to close without adding

You can link the exception to multiple groups simultaneously.

The same applies to the screens for:

• Specialties

• Subspecialties

• Areas

• Subareas

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Step 4: Confirm Registration

^{Figure 8: Confirm Button.}

After filling in all fields and selecting at least one service group, click the Confirm button to save the exception.

Attention: If you leave the page without confirming, the changes will be lost.

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Filter Exceptions

The Filters button allows refining the view of registered exceptions. See in Figure 9:

^{Figure 9: Exception Filters.}

How to Filter

1. Click the Filters

2. Select the Year desired

3. The results will be updated automatically in the table

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Export Data

After applying filters or viewing the results, you can export the report for external analysis, as seen in Figure 10:

^{Figure 10: Export Report.}

How to Export

1. Click the Export

2. The default destination address is the user's, but it can be changed

3. Choose the desired format:

   • CSV: For analysis in spreadsheets

   • PDF: For printing or sharing

4. Click Export to confirm

5. Or click Cancel to close

The export considers the filters applied on the screen, generating only the filtered data.

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Rules and Validations

Required Fields

To register an exception, you must:

• Fill in the description

• Set the date and times

• Write the message

• Add at least one service group

Optional Fields

• Specialties

• Subspecialties

• Areas

• Subareas

System Behavior

• Messages are displayed automatically to customers during the configured period

• It is possible to register multiple exceptions for different periods

• Exceptions can be registered for future dates

• The same date can have multiple exceptions with different times

• The exception overrides the normal operating hours (configured here) during the configured period.

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Use Cases

Operating Hours Exceptions are especially useful for:

National and regional holidays - avoiding customer frustration when attempting service on days without business hours.

Internal events - communicating trainings, meetings or activities that temporarily impact service.

Recesses and seasonal periods - managing expectations during year-end recess, collective vacations or low-operation periods.

Special hours - configuring reduced hours on eves of holidays or commemorative dates.