Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ? 
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------

There are a number of ways you can achieve this, but I don't think the chat widget can do this natively.

If you're using GMS you can configure it so that you can query a Genesys statistic from the page before loading the widget, and then only load the widget if the response is suitable.

For example, you could query a statistic that returns the number of agents logged in to the chat agent group and only launch the widget if the response is > 0. This would also give the added benefit of hiding the chat widget automatically if for some reason all of your staff needed to log out during business hours.

Have a read here:
https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI

Some things to consider:
- Which statistic will work for your use case?
- How will you handle authentication for such an API call if at all (basic auth is an option, but it's not perfect)?
- Are there any other circumstances where you don't want the widget displayed (you may also not want to show it if EWT is high for example)?

Good luck :)

------------------------------
Jarryd Tuyau
NTT Australia Pty Ltd.
------------------------------

Original Message:
Sent: 08-21-2020 03:18
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ?
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------

Hi Jarryd,
Thanks for your response. We have already implemented the GMI API check logic for another business. There we are checking if someone is logged in or not and if yes then show the chat icon and if not, dont show the chat icon.
The question I asked it a different use case where business wants to make that decision based on the call center operating hours. I am looking for a way to configure these static hours and configure widget JS accordingly to show only when call center is open and dont show when it is closed. Its more like setting up the business hours in the voice routing setup. 

regards,
Nikhil..

------------------------------
Nikhil Srivastava
Thermo Fisher Scientific Inc
------------------------------

Original Message:
Sent: 08-22-2020 08:48
From: Jarryd Tuyau
Subject: Need to check business hours to show chat button

There are a number of ways you can achieve this, but I don't think the chat widget can do this natively.

If you're using GMS you can configure it so that you can query a Genesys statistic from the page before loading the widget, and then only load the widget if the response is suitable.

For example, you could query a statistic that returns the number of agents logged in to the chat agent group and only launch the widget if the response is > 0. This would also give the added benefit of hiding the chat widget automatically if for some reason all of your staff needed to log out during business hours.

Have a read here:
https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI

Some things to consider:
- Which statistic will work for your use case?
- How will you handle authentication for such an API call if at all (basic auth is an option, but it's not perfect)?
- Are there any other circumstances where you don't want the widget displayed (you may also not want to show it if EWT is high for example)?

Good luck :)

------------------------------
Jarryd Tuyau
NTT Australia Pty Ltd.

Original Message:
Sent: 08-21-2020 03:18
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ?
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------

Hi Nikhil,
In Genesys, there is concept of Stat Day & Table where we use to configure Business days/hours etc. For any interaction (at very begining) we check weather current timestamp falls under configured Business hours. You may use same before offering chat.
To get this checked you can use Genesys PSDK.
Ref doc for Java/C# classes of -

CfgStatTable, CfgStatTableQuery
CfgStatDay, CfgStatDayQuery

Regards,
Ravikant

------------------------------
Ravikant Chaudhary
Adobe Systems
------------------------------

Original Message:
Sent: 08-23-2020 15:49
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Jarryd,
Thanks for your response. We have already implemented the GMI API check logic for another business. There we are checking if someone is logged in or not and if yes then show the chat icon and if not, dont show the chat icon.
The question I asked it a different use case where business wants to make that decision based on the call center operating hours. I am looking for a way to configure these static hours and configure widget JS accordingly to show only when call center is open and dont show when it is closed. Its more like setting up the business hours in the voice routing setup.

regards,
Nikhil..

------------------------------
Nikhil Srivastava
Thermo Fisher Scientific Inc

Original Message:
Sent: 08-22-2020 08:48
From: Jarryd Tuyau
Subject: Need to check business hours to show chat button

There are a number of ways you can achieve this, but I don't think the chat widget can do this natively.

If you're using GMS you can configure it so that you can query a Genesys statistic from the page before loading the widget, and then only load the widget if the response is suitable.

For example, you could query a statistic that returns the number of agents logged in to the chat agent group and only launch the widget if the response is > 0. This would also give the added benefit of hiding the chat widget automatically if for some reason all of your staff needed to log out during business hours.

Have a read here:
https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI

Some things to consider:
- Which statistic will work for your use case?
- How will you handle authentication for such an API call if at all (basic auth is an option, but it's not perfect)?
- Are there any other circumstances where you don't want the widget displayed (you may also not want to show it if EWT is high for example)?

Good luck :)

------------------------------
Jarryd Tuyau
NTT Australia Pty Ltd.

Original Message:
Sent: 08-21-2020 03:18
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ?
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------

For our Click2Call implementation, as per Ravikant, we built a custom API that would query the Stat Days/Tables using the PSDK to return the current business hours that were being referenced routing for specific call types. It used a GAX Paramater Group (exposed as a Transaction List) to determine which stat tables to use for each call queue. This allowed us to have a single source of truth for business hours.

Alternatively, GME has a calendaring service exposed through the Office Hours template.
https://docs.genesys.com/Documentation/GMS/latest/Help/OfficeHours
https://docs.genesys.com/Documentation/GMS/latest/API/CalendarServiceAPI

This makes it very simple to configure and saves you building a custom API, but does mean that you'll have to maintain two sets of business hours, or change your routing to query the calendar service as well, assuming that your routing reference Stat Tables as most deployments do.


------------------------------
Jason McLennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 08-24-2020 00:47
From: Ravikant Chaudhary
Subject: Need to check business hours to show chat button

Hi Nikhil,
In Genesys, there is concept of Stat Day & Table where we use to configure Business days/hours etc. For any interaction (at very begining) we check weather current timestamp falls under configured Business hours. You may use same before offering chat.
To get this checked you can use Genesys PSDK.
Ref doc for Java/C# classes of -

CfgStatTable, CfgStatTableQuery
CfgStatDay, CfgStatDayQuery

Regards,
Ravikant

------------------------------
Ravikant Chaudhary
Adobe Systems

Original Message:
Sent: 08-23-2020 15:49
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Jarryd,
Thanks for your response. We have already implemented the GMI API check logic for another business. There we are checking if someone is logged in or not and if yes then show the chat icon and if not, dont show the chat icon.
The question I asked it a different use case where business wants to make that decision based on the call center operating hours. I am looking for a way to configure these static hours and configure widget JS accordingly to show only when call center is open and dont show when it is closed. Its more like setting up the business hours in the voice routing setup.

regards,
Nikhil..

------------------------------
Nikhil Srivastava
Thermo Fisher Scientific Inc

Original Message:
Sent: 08-22-2020 08:48
From: Jarryd Tuyau
Subject: Need to check business hours to show chat button

There are a number of ways you can achieve this, but I don't think the chat widget can do this natively.

If you're using GMS you can configure it so that you can query a Genesys statistic from the page before loading the widget, and then only load the widget if the response is suitable.

For example, you could query a statistic that returns the number of agents logged in to the chat agent group and only launch the widget if the response is > 0. This would also give the added benefit of hiding the chat widget automatically if for some reason all of your staff needed to log out during business hours.

Have a read here:
https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI

Some things to consider:
- Which statistic will work for your use case?
- How will you handle authentication for such an API call if at all (basic auth is an option, but it's not perfect)?
- Are there any other circumstances where you don't want the widget displayed (you may also not want to show it if EWT is high for example)?

Good luck :)

------------------------------
Jarryd Tuyau
NTT Australia Pty Ltd.

Original Message:
Sent: 08-21-2020 03:18
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ?
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------

One other thing to bear in mind is that to do any routing to look up OPM or transaction lists, it means that every time a visitor arrives on your page and navigates around, an interaction gets created, even if chat was never even on their agenda.  Ive seen in the past customers building their own web side availability proxy service that queries the stats and list objects, combines them with realtime page traffic info to come up with a result as to whether to show the button or not, and caches this metric till the next run of the routine.  This prevented overload on the GMS / Routing platform.

------------------------------
John Bernardon
Genesys - Employees
------------------------------

Original Message:
Sent: 08-21-2020 03:18
From: Nikhil Srivastava
Subject: Need to check business hours to show chat button

Hi Community members,
We have a use case where business is requesting to show web chat icon only in the open business hours and not show outside those hours. Where do we define these business hours and how can widget code check this definition to make a decision ?
Your expert opinion is appreciated.
#DigitalChannels

------------------------------
N
------------------------------