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  • 1.  Calls In Queue After Hours

    Posted 03-24-2022 12:31
    No replies, thread closed.
    Hi Everyone! I am fairly new to Genesys and still learning Architect.  I'm hoping to get some assistance to solve an issue that keeps happening at closing time.
    Our hours of operation are 8am to 6:30pm. Calls that arrive after 6:30pm get transferred to an after hours answering service and we have no issues there.
    Calls that arrive before closing time get queued if no agents are available, but the issue is that sometimes our agents can't stay late to clear the queues.
    Is there a way to add something to the "in queue" flow, to check for hours of operation? if the schedules are closed, I would like to send those calls to the answering service.
    Please let me know if you have any suggestions to solve this? Thanks.
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #SystemAdministration

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    Maria Abegglen
    Navitus
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  • 2.  RE: Calls In Queue After Hours

    Posted 03-24-2022 12:37
    No replies, thread closed.

    You can check the status of a schedule and/or schedule group

    https://help.mypurecloud.com/articles/evaluate-schedule-action/

    https://help.mypurecloud.com/articles/evaluate-schedule-group-action/



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Calls In Queue After Hours

    Posted 03-25-2022 04:45
    No replies, thread closed.
    If you evaluate the schedule in the inqueue flow it should achieve what you want to do.  So evaluate the schedule before one of your hold music steps and that would achieve it

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    Andy Jackson
    Ten Lifestyle Management Limited
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    Original Message


  • 4.  RE: Calls In Queue After Hours

    Posted 03-25-2022 12:59
    No replies, thread closed.
    As others have said, you can check a schedule or schedule group in your in call flow.
    Or, if you want to be sure calls are not delivered  when no one is on queue, you can use a custom data action to check for agents on queue.  We are using both of these approaches depending on the business need.

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    Bethany Han
    Business Application Expert
    Blue Cross and Blue Shield of North Carolina
    ------------------------------

    Original Message


  • 5.  RE: Calls In Queue After Hours

    Posted 03-25-2022 15:17
    No replies, thread closed.
    Thank you so much for the responses. I'll give them a try :)

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    Maria Abegglen
    Navitus
    ------------------------------

    Original Message


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