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
------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com------------------------------
Original Message:
Sent: 11-05-2021 10:22
From: Heather Higginbotham
Subject: Service Level for emails when the call center is closed
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
------------------------------
Heather Higginbotham
Cox Automotive Corporate Services, LLC
------------------------------