Genesys Cloud CX

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  • 1.  Changing priority based on schedule

    Posted 13 days ago
    Hi All,

    we would like to change the priority of a queue based on schedule. We've used an in-queue flow to set the priority.

    The problem is that it appears it will only evaluate the schedule the first time.

    For example we have Queue A with default priority of 5. We have a schedule to increase priority of Queue A at 9am to 10.

    Emails that come in before 9am get set with priority 5. This is correct

    When 9:01am ticks over we expect emails to get re-prioritised to 10. This does not happen. Only emails that arrive after 9am get priority of 10.

    The in-queue flow is quite simple;
    1. Evaluate schedule
    2. If true set priority 10
    3. else set priority 5

    Does anyone have a solution?

    Regards.

    Francis.
    #ArchitectureandDesign

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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 2.  RE: Changing priority based on schedule

    Posted 13 days ago
    Hi, I think you should create a loop inside you in-queue flow and simply reevaluate the schedule every 5 minutes or so and then change the priority with "set priority" tool.

    Łukasz

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    Lukasz Zwierko
    Developer
    DAMOVO POLSKA SP Z O O
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  • 3.  RE: Changing priority based on schedule

    Posted 13 days ago
    Mind the step limit in the architect. If your emails stay in the queue for a long time it might be better to calculate the hold time more precisely.

    https://help.mypurecloud.com/articles/task-editor-actions/

    Ł

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    Lukasz Zwierko
    Developer
    DAMOVO POLSKA SP Z O O
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  • 4.  RE: Changing priority based on schedule

    Posted 3 days ago
    Thanks for the response.

    Isn't the in-queue flow an infinite loop?

    The issue seems to be the evaluate schedule function is only evaluated the first time the email enters the queue. It doesn't re-evaluate in-queue, so the priority never gets re-set.

    Our Contact Center works in multiple time zones, so we need to constantly evaluate the schedule for OOH so we can raise or lower the priority of the queue.

     For example, if its in hours the queue gets high priority, so email is priority is increased, if its after hours low priority. emails priority is reduced, if the email is still there the morning the queue becomes high priority again, so email should priority is raised again.


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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 5.  RE: Changing priority based on schedule

    Posted 3 days ago
    "Isn't the in-queue flow an infinite loop?"

    Not really, by default email just waits in the queue forever. But with in-queue flow you can change that behaviour and actually use a loop tool to implement more or less following logic:

    1. check schedule
    2. set priority / skills anew
    3. wait in queue for some time
    4. back to 1.

    You do all this in architect in inqueue email flow. Sth like below, you'd need to try it out.
    Mind that by default the loop has max 99 runs so you might need to do some trick like maybe do 2 email states one for checking schedule and other for sleeping and just hop between them. It all depends on the details.









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    Lukasz Zwierko
    DAMOVO POLSKA SP Z O O
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  • 6.  RE: Changing priority based on schedule

    Top 25 Contributor
    Posted 12 days ago
    if you add an OOH field to your data table then add a decision after the schedule check, then you can set the priority based on that.  So OOH P2 in hours P3 or whatever, I set my priorities based on the data table and not hard set at the ACD step

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    Andy Jackson
    Ten Lifestyle Management Limited
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