PureCloud evaluates/applies schedules in the order of Open=>Closed=>Holiday=>Emergency
Meaning, if multiple schedules are configured that cover the same time and date, then a Closed Schedule will override an Open schedule. A Holiday schedule will override a Closed schedule (and run the associated Flow). An Emergency schedule overrides everything.
In your case, Darryn, you would need a Closed schedule to cover the 6 a.m. to 7 a.m. hour (no need to be 6:59) since there is no overlap with the Holiday schedule. The Holiday schedule should take over starting at 7 a.m.
Ruud, PureCloud does not have the same concept of "more specific" that Interaction Center/Attendant does.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-14-2019 22:51
From: Darryn Chang
Subject: Schedules and Holidays
Hey all, I am thinking out loud here as I prep for upcoming holiday schedules of when our IVR will open the lines to agents.
If normal operating OPEN hours is from 6am but I set a Holiday Schedule from 7am to OPEN. Does anyone know which one will take precedence?
I would suspect the normal open hours from 6am would be first given the time is prior to the Holiday schedule. Is my thinking correct?
If that is the case then I suspect I would need to set a one-time after hours schedule in CLOSED for 12am-6.59am for the Holiday schedule to start from 7am?
To ensure i don't remove existing OPEN schedules, anyone confirm my thinking is correct?
All CLOSED schedules are in place to reflect either After hour closed periods and Stat Holiday Closure times.
#Routing(ACD/IVR)
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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