I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

Hi,

We had a similar requirement and eventually had to use a dedicated business hour table for Lunch. There was no way of accommodating this in one business hour profile, not that I am aware of.

We did try playing around with exceptions on business hours but only works on a specific day if we want to partially open/close business.

Thanks
Shwetha

------------------------------
Shwetha Ravichandran
FCA US LLC
------------------------------

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

.

Thanks for the feedback!  Kevin, we're on Designer 9.  I see nothing that accommodates our lunch hours in this version either.  I suppose we'll keep going with our complex coding.  I did submit this in the product ideas lab about a year ago but got no traction.  If you'd like to upvote it or add comments you can find it here: https://pureengage.ideas.aha.io/ideas/ENINB-I-2

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

Original Message:
Sent: 10-30-2019 18:22
From: Kevin Brown
Subject: Lunch Hour Close

Like FCA, we created a table and wrote some fairly complex code. Designer 9 is supposed to address this, but until we implement it ourselves, we are taking the Missouri view of "Show me!"

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

.

.

Hi Kevin,

Do you know if bugs found in Designer 9 are publish anywhere? 

------------------------------
Vincent Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 10-31-2019 10:39
From: Kevin Brown
Subject: Lunch Hour Close

I just confirmed from our team that when they attended a demo the person providing it confirmed that nothing was addressed in Designer 9.

We were explicitly told prior to the demo that this important functionality would be included.

As a result, we will be the last customer to migrate to Designer 9.  There aren't enough benefits to suffer through the bugs found with recent releases.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 10:19
From: Kevin Brown
Subject: Lunch Hour Close

I am sorry to learn this Bethany!  I will vote for your idea right now.  It's frustrating because I had this functionality with a Rockwell Spectrum ACD back in 1995, so it's nothing new to the contact center world.

I've passed on your post to the team here. We will likely push off migrating to Designer 9 as long as possible because this was the one driver for us to go through the painful migration process with the code freeze.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 09:56
From: Bethany Han
Subject: Lunch Hour Close

Thanks for the feedback!  Kevin, we're on Designer 9.  I see nothing that accommodates our lunch hours in this version either.  I suppose we'll keep going with our complex coding.  I did submit this in the product ideas lab about a year ago but got no traction.  If you'd like to upvote it or add comments you can find it here: https://pureengage.ideas.aha.io/ideas/ENINB-I-2

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC

Original Message:
Sent: 10-30-2019 18:22
From: Kevin Brown
Subject: Lunch Hour Close

Like FCA, we created a table and wrote some fairly complex code. Designer 9 is supposed to address this, but until we implement it ourselves, we are taking the Missouri view of "Show me!"

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

Hi Vincent,

https://docs.genesys.com/Documentation/PSAAS/Public/RN/Designer  is your best resource from Genesys on Designer 9.  There is a section under known issues at the bottom.

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

Original Message:
Sent: 10-31-2019 11:36
From: Vincent Sabolboro
Subject: Lunch Hour Close

Hi Kevin,

Do you know if bugs found in Designer 9 are publish anywhere? 

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 10-31-2019 10:39
From: Kevin Brown
Subject: Lunch Hour Close

I just confirmed from our team that when they attended a demo the person providing it confirmed that nothing was addressed in Designer 9.

We were explicitly told prior to the demo that this important functionality would be included.

As a result, we will be the last customer to migrate to Designer 9.  There aren't enough benefits to suffer through the bugs found with recent releases.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 10:19
From: Kevin Brown
Subject: Lunch Hour Close

I am sorry to learn this Bethany!  I will vote for your idea right now.  It's frustrating because I had this functionality with a Rockwell Spectrum ACD back in 1995, so it's nothing new to the contact center world.

I've passed on your post to the team here. We will likely push off migrating to Designer 9 as long as possible because this was the one driver for us to go through the painful migration process with the code freeze.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 09:56
From: Bethany Han
Subject: Lunch Hour Close

Thanks for the feedback!  Kevin, we're on Designer 9.  I see nothing that accommodates our lunch hours in this version either.  I suppose we'll keep going with our complex coding.  I did submit this in the product ideas lab about a year ago but got no traction.  If you'd like to upvote it or add comments you can find it here: https://pureengage.ideas.aha.io/ideas/ENINB-I-2

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC

Original Message:
Sent: 10-30-2019 18:22
From: Kevin Brown
Subject: Lunch Hour Close

Like FCA, we created a table and wrote some fairly complex code. Designer 9 is supposed to address this, but until we implement it ourselves, we are taking the Missouri view of "Show me!"

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

Hi Bethany,

Thank you for the information.


------------------------------
Vincent Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 10-31-2019 11:55
From: Bethany Han
Subject: Lunch Hour Close

Hi Vincent,

https://docs.genesys.com/Documentation/PSAAS/Public/RN/Designer  is your best resource from Genesys on Designer 9.  There is a section under known issues at the bottom.

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC

Original Message:
Sent: 10-31-2019 11:36
From: Vincent Sabolboro
Subject: Lunch Hour Close

Hi Kevin,

Do you know if bugs found in Designer 9 are publish anywhere? 

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 10-31-2019 10:39
From: Kevin Brown
Subject: Lunch Hour Close

I just confirmed from our team that when they attended a demo the person providing it confirmed that nothing was addressed in Designer 9.

We were explicitly told prior to the demo that this important functionality would be included.

As a result, we will be the last customer to migrate to Designer 9.  There aren't enough benefits to suffer through the bugs found with recent releases.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 10:19
From: Kevin Brown
Subject: Lunch Hour Close

I am sorry to learn this Bethany!  I will vote for your idea right now.  It's frustrating because I had this functionality with a Rockwell Spectrum ACD back in 1995, so it's nothing new to the contact center world.

I've passed on your post to the team here. We will likely push off migrating to Designer 9 as long as possible because this was the one driver for us to go through the painful migration process with the code freeze.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-31-2019 09:56
From: Bethany Han
Subject: Lunch Hour Close

Thanks for the feedback!  Kevin, we're on Designer 9.  I see nothing that accommodates our lunch hours in this version either.  I suppose we'll keep going with our complex coding.  I did submit this in the product ideas lab about a year ago but got no traction.  If you'd like to upvote it or add comments you can find it here: https://pureengage.ideas.aha.io/ideas/ENINB-I-2

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC

Original Message:
Sent: 10-30-2019 18:22
From: Kevin Brown
Subject: Lunch Hour Close

Like FCA, we created a table and wrote some fairly complex code. Designer 9 is supposed to address this, but until we implement it ourselves, we are taking the Missouri view of "Show me!"

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

This is where having automated skills allocation would be awesome.
That way you can have the system remove the skills from the agents between 12 -1 and designer checks for agent availability. if none logged in - voila you get closed message ( or what ever)
Then at 1 pm, the system re-allocates the skills and then follows regular business rules
- It would also be great for skills allocation during peak hours or off hours coverage

I'd vote for that

------------------------------
Monique Morel-Peseski
Messer Canada Inc.
------------------------------

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------

I my builds, we use multiple business hour calendars one for morning, and one for evening when this type of requirement appears.

Another possible way to try and automate it would be using the Agent stats and look at agents ready as well as agents busy and if this is greater than 0 then consider the queue open. obviously there could be times that an agent may make an outbound call through lunch via the desktop, which would trigger the queue to be open again.

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 11-26-2019 13:05
From: Monique Morel-Peseski
Subject: Lunch Hour Close

This is where having automated skills allocation would be awesome.
That way you can have the system remove the skills from the agents between 12 -1 and designer checks for agent availability. if none logged in - voila you get closed message ( or what ever)
Then at 1 pm, the system re-allocates the skills and then follows regular business rules
- It would also be great for skills allocation during peak hours or off hours coverage

I'd vote for that

------------------------------
Monique Morel-Peseski
Messer Canada Inc.

Original Message:
Sent: 10-25-2019 15:25
From: Bethany Han
Subject: Lunch Hour Close

I'm curious if anyone else's call centers close for a lunch hour?

Right now this isn't supported in Business Hours, so we've had to write some coding into our applications and use two different HOOP tables to achieve a lunchtime closure for our areas that have requested it.  It's cumbersome, and I really wish there were some way to write it into one HOOP table in Business Hours.  Just wondering if this is an issue unique to us or if others are also encountering it?
#Telephony

------------------------------
Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
------------------------------