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  • 1.  Schedule Groups

    Posted 02-17-2021 07:13
    No replies, thread closed.
    Hello comunity members,

    I have a doubt regarding scheduling groups, I would be greatful if someone can help me out on this. 

    I intend to close one queue for only a couple of hours during the weekends (8:00am - 2:00pm). I tried to do it creating a schedule for this queue  for all the week days and hours, adding on "open" inside schedule groups, and created other schedule, with the specific times and days I want it to be closed and added on "closed" inside the schedule groups. Resulted that the queue remained open on the times I added the schedule on "closed".

    Looking forward to hearing from you.

    Thank you in advance,

    #ForecastingandScheduling/Decisions

    ------------------------------
    Joan Riera
    Real-Time Analyst & WorkForce
    Stayforlong
    jsagales@stayforlong.com
    ------------------------------


  • 2.  RE: Schedule Groups

    GENESYS
    Posted 03-03-2021 12:51
    No replies, thread closed.
    Hi Joan,

    Did you find the answer to your question?

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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Schedule Groups

    Posted 03-04-2021 04:33
    No replies, thread closed.
    Hello,

    No, I didn't find an answer, sorry :(

    Best

    Joan

    --
    Joan Sagales Riera
    Real-Time Analyst & Workforce Management
    jsagales@stayforlong.com  |  www.stayforlong.com



    Original Message


  • 4.  RE: Schedule Groups

    GENESYS
    Posted 03-04-2021 06:54
    No replies, thread closed.
    Sorry about that - lets see if I can help
    So are you Genesys Engage or Cloud?

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    Tracy
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Schedule Groups

    GENESYS
    Posted 03-04-2021 13:25
    No replies, thread closed.
    Ah I see you are Genesys Cloud - I will investigate your question and get beack to as soon as I have a answer

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    Tracy
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Schedule Groups

    GENESYS
    Posted 03-05-2021 08:27
    No replies, thread closed.
    Hi Joan,

    Can I clarify what you are trying to achieve:

    1. I intend to close one queue for only a couple of hours during the weekends (8:00am - 2:00pm). - is this temporary or permanent? do you still need to collect interaction volumes for the time 8am - 2pm?
    2. I tried to do it creating a schedule for this queue  for all the week days and hours, adding on "open" inside schedule groups, and created other schedule, with the specific times and days I want it to be closed and added on "closed" inside the schedule groups. Resulted that the queue remained open on the times I added the schedule on "closed". - can you  atatach of screenshot of your process and results please?

    Thanks
    Tracy

    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


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