PureEngage Cloud

Discussion Thread View
Expand all | Collapse all

Lunch Hour Close

  • 1.  Lunch Hour Close

    GCAP Member
    Posted 10-25-2019 15:26
    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
    ------------------------------


  • 2.  RE: Lunch Hour Close

    Posted 10-30-2019 15:57
    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
    ------------------------------



  • 3.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-30-2019 18:22
    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
    ------------------------------



  • 4.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-31-2019 09:56
    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
    ------------------------------



  • 5.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-31-2019 10:19
    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
    ------------------------------



  • 6.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-31-2019 10:40
    Edited by Kevin Brown 10-31-2019 15:52
    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 of WWE9.

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



  • 7.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-31-2019 11:37

    Hi Kevin,

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



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



  • 8.  RE: Lunch Hour Close

    GCAP Member
    Posted 10-31-2019 11:55
    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
    ------------------------------



  • 9.  RE: Lunch Hour Close

    GCAP Member
    Posted 11-01-2019 09:09
    Hi Bethany,

    Thank you for the information.


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



  • 10.  RE: Lunch Hour Close

    GCAP Member
    Posted 18 days ago
    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.
    ------------------------------



  • 11.  RE: Lunch Hour Close

    Posted 11 days ago
    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
    ------------------------------