I've raised this with our support team but curious if anyone else is seeing the same issues.
We are a BPO and handle forwarded emails on behalf of multiple customers, on varying schedules. For example;
Client A we handle emails between 10pm and 8am daily
Client B we handle emails only on a weekend
Client C we handle emails after 5pm and before 8am on weekdays and after 4pm and before 7am on weekends
We have 42 separate schedules set up for our clients. When the schedule is not active we handle emails, when the schedule is not active the emails are disconnected. This reduces our email traffic by ~80% and ensures we do not duplicate effort between us and our clients.
This morning at approximately 7am we noted an issue with the schedules in that all emails were being stopped and the schedules were being effectively ignored. Pinning it down to an exact time is difficult due to the outstanding issue of not being able to export recent interactions for analysis (
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-732)
I've tried creating new schedules and architect flows. This is not effective - the same behavior is seen as on the existing flows.
I've amended the legs in Architect such that the inactive leg is connected to ACD and the active leg is connected to ACD. This works but this does not prove if the schedule is being actively checked.
I've removed all schedule based rules for now as we need to be handling emails on behalf of our clients but thsi means I need to manually switch between a disconnect flow and a deliver to ACD flow at every schedule change which is not viable.
Is anyone else experiencing issues with scheduling driving delivery within Architect?
#DigitalChannels#PlatformAdministration#Routing(ACD/IVR)------------------------------
Mark Elliott
Lemon Business Solutions
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