Genesys Cloud - Main

Our business often will close at an individual queue level due to departmental training/meetings etc.  The times are unpredictable and we need a mechanism to do this efficiently on demand.  Using Emergency scheduling isn't an option as our inbound flows route to many different queues, and we need callers to be able to get through to those that are open.

One proposed solution we have is to use a call to a data table to check for an indicator the queue is currently closed for departmental event.  If we go this route, would it be more optimal to transfer the call then to a separate inbound flow or to simply use a decision within the same flow to route accordingly?  

Or has anyone else encountered this and come up with a different solution?
#ArchitectureandDesign

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Bethany Han
Senior Business Application Expert
Blue Cross and Blue Shield of North Carolina
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That's tough, if you have one main flow to get everywhere.  Is your in-Queue flow the same for each queue?  If they are different, you could put an evaluate schedule group action at the start of each in-queue flow, and then set an emergency group for each queue.  That requires a 1-1 ratio of in-queue flow's and queues.  I would also probably  use a loop after evaluate schedule group action with a loop count of 99 to avoid the schedule check happening each time it goes through your in- queue process.  A beneficial part of doing this, you can assign the same in-queue flow to queue under the queue set up, so internal callers will experience the same treatment.  We have instances where agents will blind transfer to queues that are closed for a meeting, and the callers will wait there.

You could also create a data action to check for on-queue agents in your in queue flow, if no one is on queue, play a generic meeting message.  This is messy, and wouldn't be my preference.  


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Jason Tripp
Independent Health Association, Inc.
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Original Message:
Sent: 02-08-2021 13:29
From: Bethany Han
Subject: Handling Emergency Closures at Queue Level

Our business often will close at an individual queue level due to departmental training/meetings etc.  The times are unpredictable and we need a mechanism to do this efficiently on demand.  Using Emergency scheduling isn't an option as our inbound flows route to many different queues, and we need callers to be able to get through to those that are open.

One proposed solution we have is to use a call to a data table to check for an indicator the queue is currently closed for departmental event.  If we go this route, would it be more optimal to transfer the call then to a separate inbound flow or to simply use a decision within the same flow to route accordingly?

Or has anyone else encountered this and come up with a different solution?
#ArchitectureandDesign

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

Thanks Jason, and great point about using the InQueue flow to catch transfers.  I think we may end up going with a data table lookup rather than schedule group so that we can more easily accommodate on demand requests in a user friendly way

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

Original Message:
Sent: 02-08-2021 14:23
From: Jason Tripp
Subject: Handling Emergency Closures at Queue Level

That's tough, if you have one main flow to get everywhere.  Is your in-Queue flow the same for each queue?  If they are different, you could put an evaluate schedule group action at the start of each in-queue flow, and then set an emergency group for each queue.  That requires a 1-1 ratio of in-queue flow's and queues.  I would also probably  use a loop after evaluate schedule group action with a loop count of 99 to avoid the schedule check happening each time it goes through your in- queue process.  A beneficial part of doing this, you can assign the same in-queue flow to queue under the queue set up, so internal callers will experience the same treatment.  We have instances where agents will blind transfer to queues that are closed for a meeting, and the callers will wait there.

You could also create a data action to check for on-queue agents in your in queue flow, if no one is on queue, play a generic meeting message.  This is messy, and wouldn't be my preference.


------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 02-08-2021 13:29
From: Bethany Han
Subject: Handling Emergency Closures at Queue Level

Our business often will close at an individual queue level due to departmental training/meetings etc.  The times are unpredictable and we need a mechanism to do this efficiently on demand.  Using Emergency scheduling isn't an option as our inbound flows route to many different queues, and we need callers to be able to get through to those that are open.

One proposed solution we have is to use a call to a data table to check for an indicator the queue is currently closed for departmental event.  If we go this route, would it be more optimal to transfer the call then to a separate inbound flow or to simply use a decision within the same flow to route accordingly?

Or has anyone else encountered this and come up with a different solution?
#ArchitectureandDesign

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