Genesys Cloud CX

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  • 1.  Service Level for emails when the call center is closed

    Posted 11-05-2021 10:22
    Is there a way to adjust the service level to not count days that the business is closed?  For example if we have an email come in after we close on Friday, we won't work it until Monday.  Our service level is 24hrs so it appears that we didn't' meet it.
    #Reporting/Analytics

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    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Service Level for emails when the call center is closed

    Posted 11-08-2021 05:26
    Hi Heather,

    The one way you can do this is to put an open and close on your exchange and then transfer that to an email account set up on Genesys when open again, however, this would only resolve your emails coming in after closing. If you had an email in a queue and then everyone went home your SLA for an entire month would be messed up, it only takes one email.

    The route we have started working with our clients on is a case by case, focusing on the backend data, so using certain data from Genesys APIs and then creating each clients use case on our custom reporting. So for example an email arrived 5 minutes before closing on a Friday, we only count the 5 minutes and then start counting again on the Monday.

    We do also have our own email reschedule application the agent puts the email on a hold pattern until the Monday and then the email is returned to the same agent on the Monday or if the agent is not available to a queue, there is still only the one interaction no double interaction.

    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 3.  RE: Service Level for emails when the call center is closed

    Posted 11-08-2021 06:21
    Edited by john van de Ven 11-08-2021 06:25
    Hi ,
    We faced the same issue and managed it in Architect with using a schedule check and a wait option (limit is  max 72 hour ) , so the mail will be waiting to be transfered to a Queue until the schedule is open
    We check each hour if the schedule is open  (closed is from Friday 5 pm till Monday 8 am ) to send the mail to the Queue



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    John van de Ven

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  • 4.  RE: Service Level for emails when the call center is closed

    Posted 11-08-2021 06:29
    Edited by Warren Beddie 11-08-2021 06:34
    Hi John,
    Your step 15 if the email appears in the queue before closing and no one answers it what do you do?
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 5.  RE: Service Level for emails when the call center is closed

    Posted 11-08-2021 07:19
    Hi Warren ,
    The schedule is active 2 minutes before 4:58 pm , emails that arrive before closing stays in the Queue so that service level has impact
    Main reason for thus construction is for the emails outside opening hours



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    John van de Ven
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  • 6.  RE: Service Level for emails when the call center is closed

    Posted 11-08-2021 08:08
    Hi John,
    Totally agree with your comments and your development works for the outside opening hours reason. The main problems are still agent behaviour, emails are different to voice calls as voice calls need to be answered as there is a client on the other side, as well as an agent wanting to go home at knock off time and not sit around working on an email on a Friday night. This is why we built our own application and custom data so we can get accurate SLA's on the amount of actual time waiting for an agent.
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 7.  RE: Service Level for emails when the call center is closed

    Posted 01-19-2022 04:42
    Hi all,

    I totally agree with Heather on the need to have a report that tells us the SL of email within working hours.

    I suggest having a filter in the report that can be selected to pull the service level of the hours the SC is open, globally.

    Just as the service level for calls takes into account the working hours, it should apply to the rest of the channels.

    I understand that this should be a standard requirement for all companies.

    Thanks in advance!!

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    Silvia Vaquero
    Cemex España Operaciones S.L.U.
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  • 8.  RE: Service Level for emails when the call center is closed

    Posted 01-19-2022 05:44
    Hi Silvia,
    Nice point. Just my opinion.
    There is a big difference between handling data for voice and other media types, the reporting takes a lot of work to manage. Genesys Cloud already gives you the ability and flexibility to start building all your own personalized data requirements. Below are the things you can build, this is what we did.
    Kind Regards



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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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