Genesys Cloud - Main

Hi Community,
We run a contact center that closes at 6 pm.    Due to union limitations and inability to pay out OT or allow staff to flex over time worked, we don't keep past the end of their shift to clean out the queue.  We do have Architect set up to throttle the queue based on wait times and current time of day so we're not letting anyone into the queue that will likely not get answered that day however we still run into issues where we have a group of calls sitting in the queue after closing time.  I'm wondering if there is a way to have the in-queue flow look at what time of day it is and play a message that says the call center is closed now and disconnect the call.   Currently we have a hold message that plays that says if the current time is 6pm or later, the call center is closed and the call will not get answered but we still have callers waiting and it makes it look like our max wait time is 6+ hours long.  
Any suggestions?
#ArchitectureandDesign
#Routing(ACD/IVR)

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Nichole Conway
State of Missouri - Family Support Division
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You can hang up on the caller whenever you want using the Disconnect action.  I'd suggest after playing your message :)

Also do you want to offer them a callback? https://help.mypurecloud.com/articles/about-callbacks/

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Melissa Bailey
Genesys - Employees
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Thanks Melissa.  How do I get it to look at the current time of day though?  The hold message we have plays all day.   
We don't want to offer call back at this time. We don't have enough staff to dedicate to doing them and if we use the regular staff it just puts us farther behind the next day.

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Nichole Conway
State of Missouri - Family Support Division
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Original Message:
Sent: 09-08-2022 10:48
From: Melissa Bailey
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

You can hang up on the caller whenever you want using the Disconnect action.  I'd suggest after playing your message :)

Also do you want to offer them a callback? https://help.mypurecloud.com/articles/about-callbacks/

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Melissa Bailey
Genesys - Employees
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use the GetCurrentDateTimeUtc expression

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 09-08-2022 10:53
From: Nichole Conway
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

Thanks Melissa.  How do I get it to look at the current time of day though?  The hold message we have plays all day.
We don't want to offer call back at this time. We don't have enough staff to dedicate to doing them and if we use the regular staff it just puts us farther behind the next day.

------------------------------
Nichole Conway
State of Missouri - Family Support Division
------------------------------


Original Message:
Sent: 09-08-2022 10:48
From: Melissa Bailey
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

You can hang up on the caller whenever you want using the Disconnect action.  I'd suggest after playing your message :)

Also do you want to offer them a callback? https://help.mypurecloud.com/articles/about-callbacks/

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

I would use a dynamic schedule and just keep checking in the in-queue flow every few minutes then on the schedule decision - active (in hours) keep queuing, inactive (OOH) play a message saying we are closed now, sorry grovel sort of thing and then disconnect with a wrap code for reporting or offer a call back decision, the agents will then get the call back later on

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Andy Jackson
Ten Lifestyle Management Limited
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We have hold messages from a data table that play every 2 minutes.  Would you do an evaluate schedule action in that loop and then put in a decision that if the current time is 6pm play closed message and disconnect and if not, go to the next message?  Just trying to wrap my head around how to do this. I have about a thimble full of Architect knowledge as well.

------------------------------
Nichole Conway
State of Missouri - Family Support Division
------------------------------

Original Message:
Sent: 09-09-2022 04:10
From: Andy Jackson
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

I would use a dynamic schedule and just keep checking in the in-queue flow every few minutes then on the schedule decision - active (in hours) keep queuing, inactive (OOH) play a message saying we are closed now, sorry grovel sort of thing and then disconnect with a wrap code for reporting or offer a call back decision, the agents will then get the call back later on

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Andy Jackson
Ten Lifestyle Management Limited
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HI

Its something like below, it will give you an idea, but if you get stuck happy to guide you the right way

I use data tables to drive all of my routing so I have 3 fields OOH routing, schedule and timezone you can add an OOH message also to set the announcement to play and then make the determinations based on that, under inactive you would either play a message (Flow.OOH Message) and disconnect or create callback.  you can add an OOH message also

Andy



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Andy Jackson
Ten Lifestyle Management Limited
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Original Message:
Sent: 09-09-2022 09:21
From: Nichole Conway
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

We have hold messages from a data table that play every 2 minutes.  Would you do an evaluate schedule action in that loop and then put in a decision that if the current time is 6pm play closed message and disconnect and if not, go to the next message?  Just trying to wrap my head around how to do this. I have about a thimble full of Architect knowledge as well.

------------------------------
Nichole Conway
State of Missouri - Family Support Division
------------------------------


Original Message:
Sent: 09-09-2022 04:10
From: Andy Jackson
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

I would use a dynamic schedule and just keep checking in the in-queue flow every few minutes then on the schedule decision - active (in hours) keep queuing, inactive (OOH) play a message saying we are closed now, sorry grovel sort of thing and then disconnect with a wrap code for reporting or offer a call back decision, the agents will then get the call back later on

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Andy Jackson
Ten Lifestyle Management Limited

This is exactly what we do in a similar situation. Our hold message loop includes the same schedule check for our inbound hours, and if we've crossed into off-hours we play a friendly form of 'sorry, goodbye, try again tomorrow' and then disconnect. 

We also use the getcurrenttimeUTC function to see if we are about to close so that we can play a warning shot a few minutes prior.

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Brad Murlin
Zillow, Inc.
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Original Message:
Sent: 09-09-2022 09:21
From: Nichole Conway
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

We have hold messages from a data table that play every 2 minutes.  Would you do an evaluate schedule action in that loop and then put in a decision that if the current time is 6pm play closed message and disconnect and if not, go to the next message?  Just trying to wrap my head around how to do this. I have about a thimble full of Architect knowledge as well.

------------------------------
Nichole Conway
State of Missouri - Family Support Division
------------------------------


Original Message:
Sent: 09-09-2022 04:10
From: Andy Jackson
Subject: Automatically Disconnect Calls in Queue After a Certain Time of Day

I would use a dynamic schedule and just keep checking in the in-queue flow every few minutes then on the schedule decision - active (in hours) keep queuing, inactive (OOH) play a message saying we are closed now, sorry grovel sort of thing and then disconnect with a wrap code for reporting or offer a call back decision, the agents will then get the call back later on

------------------------------
Andy Jackson
Ten Lifestyle Management Limited