Genesys Cloud - Main

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl

Hi Karl,

We do this.  Instead of creating the holiday schedule as an all day event, we handle it like setting up closed hours.  For us, we create 2 separate schedules for each holiday, one that is closed in the morning until we open, and then one that is closed in the evening when we close early for the holiday.  Here is an example of the early closing schedule.  

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl

Hi Karl, 

In addition to Jason's example, if you apply multiple schedules to any of the schedule group schedule conditions (i.e, open/closed/holiday), you can output the active schedules to a list variable to see if you have multiple matches when using the evaluate schedule group task. 

Several ways you can branch from there. 

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl

Karl,

The other way to do this, if you are using an evaluate schedule group action in your call flow, is to put logic under holiday and evaluate schedules.  So under holiday, you have an evaluate schedule for December 25th, and if it's active you have another evaluate schedule under that, that indicates the hours you wish to be open.  And then if that schedule is active, you send it to your normal open process.  

You lose visibility to this, unless you have access to architect.  And, if there are some holidays you are open and some holidays you are closed, it makes the flow a little more complicated.  

Hi Karl, 

In addition to Jason's example, if you apply multiple schedules to any of the schedule group schedule conditions (i.e, open/closed/holiday), you can output the active schedules to a list variable to see if you have multiple matches when using the evaluate schedule group task. 

Several ways you can branch from there. 

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl

Thank you both, this is really helpful!

Yeah the complexity is that for some holidays they want to be closed all day, and on others, have reduced opening.

And to further complicate, they want to try and manage only one schedule per holiday and not have any hardcoded hours (although i'm trying to push this suggestion)

I did look at checking for "Active Schedules" but i'm going to also look more into this too - to see what i can get from it

Again thanks both, very helpful !  I'll have a play with the suggestions and re-post if i manage to find something suitable

Karl,

The other way to do this, if you are using an evaluate schedule group action in your call flow, is to put logic under holiday and evaluate schedules.  So under holiday, you have an evaluate schedule for December 25th, and if it's active you have another evaluate schedule under that, that indicates the hours you wish to be open.  And then if that schedule is active, you send it to your normal open process.  

You lose visibility to this, unless you have access to architect.  And, if there are some holidays you are open and some holidays you are closed, it makes the flow a little more complicated.  

Hi Karl, 

In addition to Jason's example, if you apply multiple schedules to any of the schedule group schedule conditions (i.e, open/closed/holiday), you can output the active schedules to a list variable to see if you have multiple matches when using the evaluate schedule group task. 

Several ways you can branch from there. 

Hi Community!

We have a customer that wants to be open on some holiday dates, for reduced working hours.

Obviously you can set a schedule to be closed all day, to be used as a Holiday.  No issues there.

However, its seeming to become quite difficult to manage schedules, to be used for Holidays, that have reduced working hours.

Does anyone on here have any current solutions being used that you can share?  Any suggestions would be greatly appreciated! 

I'm quite surprised how difficult I'm finding this to implement?  I'm sure this must be quite a common ask from customers?

Cheers

Karl