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We have a question related to IVR schedule configurations and how IVR flow will work between open hours and closed hours.
In open hours, our IVR has two kind of options:
In closed hours there’s only the “Information” option (there’s no agents to answer the calls).
Furthermore, it’s always possible to return to previous option/menu.
If a customer enters on IVR on open hours, near to closed hours, and only use the “Information” options, how will the IVR flow work if the customer stays long enough to enter on closed hours?
Thank you in advance.
Good question, also interested in the answer
You can always add a Decision before the transfer to check the exact time, if within open hours then continue the flow. But you can't check it against the schedule...it's a check on time by input in the expression of the Decision.
It will execute the open hours call flow, unless you do what Rogier suggested above. We have a planned enhancement to allow you to check scheduled directly from within architect as you are designing flows.
Thank you for your answers.
My problem is that I don’t know all "Closed Hours Schedules" on the moment that I’m designing the "Open Hours" flow. So, even if I put a “Decision” before the transfer, I can be missing some "Closed Hour Schedules" and transfer to the agent wrongly.
@Lucie DeCristofaro? can you tell me:
1) If this enhancement will allow me to know the current schedule?
If so, can I make “Decisions” based on the current schedule? As for instance: on my "Open Hours" Flow, check the current schedule and on the “Decision” transfer only to the agent if the current schedule is “Open Hours”?
2) When will this enhancement be available?
Could you help me understand how you'd ideally have this working? In your example, would you have both closed hours flow and an open hours flow? Or would you ideally have a single flow and then within the flow, you'd make decision based on the open hours and closed hours and route appropriately?
The enhancement I was mentioning would allow you to define a single call flow and from there make decisions based on open/closed/holiday/emergency. It would be pretty much identical to what we have for emails today: https://help.mypurecloud.com/articles/create-email-flow-open-closed-schedules/
We are working on adding holiday and emergency options right now and expect delivery before the end of the year for both voice and email. That said, for email the schedules are checked from within email flows the way the example shows, but for voice the setup is a bit different for now. We are hoping to deliver the ability to check schedules from within call flows next year, first via an API and then later similar to how you'd configure the email flows.
Thank you for your answer.
My initial idea was to make an IVR configuration with a “Schedule Group”, an “Open Hours” Flow and an “Closed Hours” Flow. As presented:
With this configuration, if a new schedule was needed I was able to add it on the corresponded “Schedule Group”.
For instance, if in the future there’s a specific day in which the center is closed all day (on my example “New Closed Day”), I was able to add this day on “Exclusions” and on this day all calls would be routed to “Closed Hours” flow.
But then I realized that I will have a problem with the calls that enter on “Open Hours” and that stay long enough to enter on “Closed Hours” schedule. As you said, these calls will stay on “Open Hours” flow.
The suggested solution was to put a “Decision” on the flow and check it against time, which does not cover new schedule configurations.
With this, I think the solution might be to configure a single flow and make decisions based on schedules.
However, from what I understood this will only be available for next year….
Can you help me to find another solution?
Thanks! Yep, that makes sense. This is possible to do, it just isn't nearly as easy as it could be so we are planning on making it easier.
One option is to modify and republish the call flow anytime you change the closed hours.
Another option would be to create a custom data action to call out to an external system which would analyze the closed hours set in admin and appropriately determine whether the hours are closed. This would require custom work on your end.
Thank you for your answer, I’ll explore it.
If you have any news regarding this enhancement for make decisions based on open/closed/holiday/emergency please tell me. (release date, available documentation…)
Thank you for your answer, I'll explore it.
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