Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Architect bot flow – UTC offset using builtin:date slot type

    Posted 02-08-2023 14:10
    No replies, thread closed.

    Issue I am having is with the builtin date being UTC.  If I have a slot request for an appointment and the caller let's say is calling at 9pm ET (UTC -5) on a Tuesday, the genesys builtin system time would be 2am UTC on Wednesday.  If the caller requests an appointment slot by saying "tomorrow", the system will return Thursday UTC, when the caller would be expecting Wednesday.

     

    Do I have to put decisions in for every UTC offset that would calculate for instance if they were calling between 7pm ET (utc -5) and 11:59:59 (utc – 5) then subtract 24hrs from the appointment date?

     

    Something like:

    Hour(addhours(GetCurrentDateTimeUtc(), -5 ) >= 17 and Hour(addoursGetCurrentDateTimeUtc(), -5) < 24

     

    Open for ideas or hoping maybe I am missing something at the system level that could help.


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Rob Bennett
    SS
    ------------------------------


  • 2.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 02-08-2023 14:32
    No replies, thread closed.
    Create a variable to store the time with the offset then use the variable in all your expressions.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 02-08-2023 14:40
    No replies, thread closed.
    Thanks Melissa.  We are storing the offset in a variable that can be used in the expressions.

    But the bigger issue is this:

    Issue I am having is with the builtin date being UTC.  If I have a slot request for an appointment and the caller let's say is calling at 9pm ET (UTC -5) on a Tuesday, the genesys builtin system time would be 2am UTC on Wednesday.  If the caller requests an appointment slot by saying "tomorrow", the system will return Thursday UTC, when the caller would be expecting Wednesday.

    I assume there is nothing I can do besides using expressions to adjust the date.

    ------------------------------
    Rob Bennett
    Stanley Steemer International, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 02-08-2023 14:54
    No replies, thread closed.
    Correct

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 03-05-2024 22:59
    No replies, thread closed.

    Hi Rob and Melissa,

    I have the same issue and considering the time the caller called to offset or not the slot only works if his utterance is relative, "tomorrow", "yesterday"... but if the customer said the absolute date, there is no need to offset. 

    I've been scratching my head to find a clean and transparent solution in term of customer experience but the only way around this is to enable the validation of the slot and suggesting the customer to say the absolute date.

    Any idea?

    Thanks,



    ------------------------------
    Jacques Tiberghien
    ------------------------------

    Original Message


  • 6.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 04-09-2024 13:20
    No replies, thread closed.

    Well, right now via API we match the ANI to an open order, that order contains the service address.  The service address then provides the offset in a data action.  Works for what we are doing today, but done the road if we can't capture the offset we are going to run into this issue unless like you said we capture the absolute date.

    Another interesting issue is using the builtin date function allows the caller to say a date that could be well into the future.  For instance the caller said Friday April 4th  (when they meant Friday April 5th), the system captured the date as Friday April 4th 2025.  We truncated the year on the communicate back, then incorrectly scheduled the date.  We have some other checks/validations we going to add but interested to hear others thoughts on that.



    ------------------------------
    Rob Bennett
    Stanley Steemer International, Inc.
    ------------------------------

    Original Message


  • 7.  RE: Architect bot flow – UTC offset using builtin:date slot type

    Posted 04-10-2024 10:03
    No replies, thread closed.

    There's probably an api somewhere in the world that can get the time zone from the area code of a phone number.  Also depending on how many area codes are possible based on what countries your customers are in and how often new area codes are created (seems like that shouldn't change often), you could create a datatable or other database to match area code to timezone.



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


Related Content