Hello all,
Maybe somebody can explain to me how can I define the "working hours" for the e-mail services.
For example, the "live CC" is working from 08:00 to 19:00, during these hours, the mail is coming to the queue (VQ) and waiting for the agent.
During the non-working hours, it's going to the queue and waiting for the next "working hours", but some times it can be the "weekend" or some holidays. In such <g class="gr_ gr_721 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="721" data-gr-id="721">situation</g>, we must define the "maximum waiting time" for 3-4 days.
Maybe somebody knows some other, more "elegant" way to solve this problem?
Maybe it is possible to check if the "queue" is open or close (check the working hours) and when it's "closed" leave the e-mails in ??? 
or define that the E-Mail server will check the new emails only during the predefined hours
or ?????

If somebody <g class="gr_ gr_693 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="693" data-gr-id="693">have</g> any ideas, please tell me
,
#DigitalChannels
#Implementation
#Unsure/Other

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro
------------------------------

Original Message------

Hello all,
Maybe somebody can explain to me how can I define the "working hours" for the e-mail services.
For example, the "live CC" is working from 08:00 to 19:00, during these hours, the mail is coming to the queue (VQ) and waiting for the agent.
During the non-working hours, it's going to the queue and waiting for the next "working hours", but some times it can be the "weekend" or some holidays. In such <g class="gr_ gr_721 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="721" data-gr-id="721">situation</g>, we must define the "maximum waiting time" for 3-4 days.
Maybe somebody knows some other, more "elegant" way to solve this problem?
Maybe it is possible to check if the "queue" is open or close (check the working hours) and when it's "closed" leave the e-mails in ??? 
or define that the E-Mail server will check the new emails only during the predefined hours
or ?????

If somebody <g class="gr_ gr_693 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="693" data-gr-id="693">have</g> any ideas, please tell me
,
#DigitalChannels
#Implementation
#Unsure/Other

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro
------------------------------

Daniel,
many thanks for Your answer,
We have no problem with "checking the working hours", my question was "what can we do with the incoming mail on non-working hours"

Do You have any ideas?
Best regards,

Yvgeni

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro
------------------------------

Original Message:
Sent: 02-25-2019 11:53
From: Daniel Hilaire
Subject: Question about e-mail service

Hi Yvgeni,

You can use Statistical tables to define the Working Hours. When emails come in, you can check those Statistical Tables to determine how router should handle the email.

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Hello all,
Maybe somebody can explain to me how can I define the "working hours" for the e-mail services.
For example, the "live CC" is working from 08:00 to 19:00, during these hours, the mail is coming to the queue (VQ) and waiting for the agent.
During the non-working hours, it's going to the queue and waiting for the next "working hours", but some times it can be the "weekend" or some holidays. In such <g class="gr_ gr_721 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="721" data-gr-id="721">situation</g>, we must define the "maximum waiting time" for 3-4 days.
Maybe somebody knows some other, more "elegant" way to solve this problem?
Maybe it is possible to check if the "queue" is open or close (check the working hours) and when it's "closed" leave the e-mails in ???
or define that the E-Mail server will check the new emails only during the predefined hours
or ?????

If somebody <g class="gr_ gr_693 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="693" data-gr-id="693">have</g> any ideas, please tell me
,
#DigitalChannels
#Implementation
#Unsure/Other

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro
------------------------------

Hi Yvgeni,

Email Server will submit interactions to the endpoint indicated in each pop-client without checking any business hours. It can be turned on or off (enable-client option on each pop-client you define). Emails will be submitted to an interaction queue to which a routing strategy is expected to be executed. Emails exist in interaction queues at all times, cradle to grave. You can use virtual queues as well, but keep in mind that interactions will only be placed in the virtual queue for much less time than their lifetime.
Normally, emails are a way of asynchronous communication so by nature you may expect inbound new and inbound replies to emerge outside business hours. You may, for example, write a strategy that implements the logic of Non-business hours: in the main strategy, you will check using a Statistical Table the current time vs the working hours of the future target agent group. When this condition isn't met, you may send these interactions to another interaction queue which will be submitting emails to the out-of-business-hours routing strategy.
Now, the decision of what you will do in non-business hours and the logic you will implement in the routing strategy is no longer technical, but rather a business decision: you may, for example, send the customers an auto-reply that your call - center is closed and they will be replied on next business day. Or you may implement target expenditure logic, where you will screen the interaction for words that make it urgent and either submit it to another agent group that is still in working hours. Or maybe send a notification to a supervisor.
The possibilities are close-to-endless and it makes sense to check your process as is now and decide on how you want to improve it using Genesys solutions.

Hope this helps,
Andrei

------------------------------
Andrei Stanciu
Unisystems SA
------------------------------

Original Message:
Sent: 02-26-2019 04:46
From: Yvgeni Liberman
Subject: Question about e-mail service

Daniel,
many thanks for Your answer,
We have no problem with "checking the working hours", my question was "what can we do with the incoming mail on non-working hours"

Do You have any ideas?
Best regards,

Yvgeni

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro

Original Message:
Sent: 02-25-2019 11:53
From: Daniel Hilaire
Subject: Question about e-mail service

Hi Yvgeni,

You can use Statistical tables to define the Working Hours. When emails come in, you can check those Statistical Tables to determine how router should handle the email.

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Hello all,
Maybe somebody can explain to me how can I define the "working hours" for the e-mail services.
For example, the "live CC" is working from 08:00 to 19:00, during these hours, the mail is coming to the queue (VQ) and waiting for the agent.
During the non-working hours, it's going to the queue and waiting for the next "working hours", but some times it can be the "weekend" or some holidays. In such <g class="gr_ gr_721 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="721" data-gr-id="721">situation</g>, we must define the "maximum waiting time" for 3-4 days.
Maybe somebody knows some other, more "elegant" way to solve this problem?
Maybe it is possible to check if the "queue" is open or close (check the working hours) and when it's "closed" leave the e-mails in ???
or define that the E-Mail server will check the new emails only during the predefined hours
or ?????

If somebody <g class="gr_ gr_693 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="693" data-gr-id="693">have</g> any ideas, please tell me
,
#DigitalChannels
#Implementation
#Unsure/Other

------------------------------
Best regards,

Yvgeni Liberman
ITNavPro
------------------------------