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  • 1.  Configure email queues so Service level is based on business hours

    Posted 09-27-2024 09:20
    No replies, thread closed.

    Today, our email queues are open 24/7, but that doesn't match our true hours of operation. What we are seeing is that this is impacting the Service Level on Mondays when we are working weekend emails because we were closed.  Is there a way to configure the queue so that we get a true service level based on business hours?


    #Reporting/Analytics

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    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Configure email queues so Service level is based on business hours

    Posted 09-27-2024 09:37
    No replies, thread closed.

    Hello Heather, 

    As far as I know there is no way to do this on the queue level. But you can review this documentation about schedules. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Configure email queues so Service level is based on business hours

    Posted 09-27-2024 20:27
    No replies, thread closed.

    Hey Heather!

    I do some funky routing that moves email out of main queues and back to their normal queues outside of business hours to maintain SLA (Though it's not perfect). Put simply, I have an in-queue email flow that constantly checks if we are in hours, if we are, emails stay where they are, if not they move to a separate 'holding' queue. Then when it's back to in hours, we move them back with the reverse logic :)



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    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


  • 4.  RE: Configure email queues so Service level is based on business hours
    Best Answer

    Posted 09-30-2024 04:34
    No replies, thread closed.

    Hi Heather,

    I found this idea: Config: Metric Settings to allow Open Hours ONLY reporting on the ideas portal, I would certainly recommend voting for the idea and adding your use case, that way you will also be updated about any changes/progress with the idea



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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