Genesys Cloud - Main

Hi, 
I have built a digital bot flow which evaluates a schedule group. This schedule group has opening hours for the chat. 
Outside these opening hours the bot uses the knowledge base. When end users want to ask an 'open question' the bot replies that no agents are available and refers to regular opening hours. Sofar this works pretty oké. 

However, when the end-user starts typing that he wants to speak to an agent, the 'agent escalation' kicks in. 
This is switched on and the bot then transfers the message (after confirmation) to the queue. 

In what way can I avoid that the bot uses the 'agent escalation' during out of office hours?
Switching off is ofcourse an option, but then it is not used at all. 

What would be the best solution for this? 
Very interested in your thoughts. 

Thanks.

Once the bot identifies the agent escalation intent, evaluate the schedule before transferring the queue. Proceed with the transfer only if it's during open hours

Hi, 
I have built a digital bot flow which evaluates a schedule group. This schedule group has opening hours for the chat. 
Outside these opening hours the bot uses the knowledge base. When end users want to ask an 'open question' the bot replies that no agents are available and refers to regular opening hours. Sofar this works pretty oké. 

However, when the end-user starts typing that he wants to speak to an agent, the 'agent escalation' kicks in. 
This is switched on and the bot then transfers the message (after confirmation) to the queue. 

In what way can I avoid that the bot uses the 'agent escalation' during out of office hours?
Switching off is ofcourse an option, but then it is not used at all. 

What would be the best solution for this? 
Very interested in your thoughts. 

Thanks.