Genesys Cloud CX

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  • 1.  Open Schedule Evaluation

    Posted 11 days ago
    Hello,

    I have two open schedules in a schedule group:

    Schedule 1: Business Hours M-F 8a - 5p

    Schedule 2: Early Closure Schedule Wed. 10a - 3p

    Based on my testing, Architect always chooses schedule 1 because it is active. However, it is logical to me that Architect would choose schedule 2 as it is has a more narrow time frame. I am used to PureConnect where it prioritizes a one-time schedule over daily.

    Thanks in advance for help in this matter
    #AskMeAnything(AMA)
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Telephony

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    Matthew Raleigh
    Broker Solutions, Inc. DBA New American Funding
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  • 2.  RE: Open Schedule Evaluation

    GENESYS
    Posted 11 days ago
    The primary purpose of the evaluate schedule group action is to answer if you are open/closed/holiday/emergency.  If you want to know which schedule(s) are open, you can add a variable to the Output Active Schedules field; it will be a string collection of all the open schedules' names in no particular order.

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Open Schedule Evaluation

    Posted 11 days ago
    Hi Melissa,

    Thank you for your response.

    I created a variable and outputted the active schedules as per your instructions.

    However, the reason for my questions is what priority does the system set when evaluating two open schedules? For example, I have one daily open schedule and a one-time open schedule. Logically, I feel it should use the one-time but in my testing it uses the daily as it is within the time window of the daily as well as the one-time.

    Thanks


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    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
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  • 4.  RE: Open Schedule Evaluation

    GENESYS
    Posted 11 days ago
    There is no priority.  Either you're open or not.  If you care why you're open, use that variable and your own knowledge as to what's more important.  You can also use the evaluate schedule (not group) action to determine if a specific schedule is open.

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    Melissa Bailey
    Genesys - Employees
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  • 5.  RE: Open Schedule Evaluation

    Posted 11 days ago
    Hi Melissa,

    Thanks, that is what I needed to know.

    Do you have a basic example of how I could set priority with a variable? Thanks.

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    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
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  • 6.  RE: Open Schedule Evaluation

    GENESYS
    Posted 11 days ago
    Assuming you've named the Output Active Schedules variables Task.schedules and your 2 schedules are named "Schedule 1" and "Schedule 2" (case and space sensitive), to determine if schedule 2 is in the open schedules

    FindFirst(Task.schedules, "Schedule 2") > -1 


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    Melissa Bailey
    Genesys - Employees
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  • 7.  RE: Open Schedule Evaluation

    Posted 11 days ago
    Awesome, thanks for that.

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    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
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  • 8.  RE: Open Schedule Evaluation

    GENESYS
    Posted 11 days ago
    Matthew,

    I would either use two Open Schedules, M, Tu, Th, F 8a-5p and a second one Wed 10a-3p, or one open like your schedule 1 and a two closed (which will take precedence) Wed 8a-10a and Wed 3p-5p.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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