Genesys Cloud - Main

Hi ALL
Has anyone used the new Holiday Schedule function under Schedules?
I figure its a matter of adding the open and  closed periods to the holiday tab, there doesn't seem to be much info on the resource center when it comes to this new feature in schedules.

Cheers in advance

------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Hi - 

Haven't had the opportunity yet to move my holiday schedules from closed to holiday, or setup holiday call flows, but should be that simple. It just provides another path for calls to take: Open, Closed, or Holiday. Holiday does not have separate open and closed paths. The call will take one of those three paths (open, closed, or holiday). You can create specialized call flows for holidays and use your schedules to route calls appropriately. 

Emergency is another new feature. You can use that to temporarily close your center for a fire drill (hopefully never a real fire), no water, etc. Using the routing options setup a specialized "closed unexpectedly" flow, or route calls to a standard closed flow, or whatever handling you need to do.

------------------------------
Patrick Rada
Keypath Education LLC
------------------------------

Hi,

This blog might help with the high level overview of how it works. New PureCloud Feature Manages Flow Routing During Holidays and Emergencies

Genesys Blog		remove preview
New PureCloud Feature Manages Flow Routing During Holidays and Emergencies The Genesys PureCloud® platform features new functionality to define voice and digital flow routing during holidays and emergencies. Using tailored flows during planned holiday periods or unplanned emergencies enables more efficient handling of contact center volumes during those times. View this on Genesys Blog >

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys
------------------------------

Original Message:
Sent: 05-29-2018 10:09
From: Patrick Rada
Subject: Holiday Schedule

Hi -

Haven't had the opportunity yet to move my holiday schedules from closed to holiday, or setup holiday call flows, but should be that simple. It just provides another path for calls to take: Open, Closed, or Holiday. Holiday does not have separate open and closed paths. The call will take one of those three paths (open, closed, or holiday). You can create specialized call flows for holidays and use your schedules to route calls appropriately.

Emergency is another new feature. You can use that to temporarily close your center for a fire drill (hopefully never a real fire), no water, etc. Using the routing options setup a specialized "closed unexpectedly" flow, or route calls to a standard closed flow, or whatever handling you need to do.

------------------------------
Patrick Rada
Keypath Education LLC
------------------------------

Went on a whim to try the holiday schedule over the weekend, unfortunately didn't function as expected.
Prior configuration I had added the Open period and Closed period to the holiday schedule as it seemed this is where it was required after reading your article 


Came on when it was specified to open, but unfortunately the closed subset didn't work and I was required to manually override the holiday schedule and add the Closed subset into the the normal Closed schedule to shut down the queue. I suppose if the resource center specified this was the case it may of been avoided.

Nevertheless I have noted for the future to only add a Open Holiday

------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Original Message:
Sent: 05-29-2018 10:14
From: Rebecca Owens
Subject: Holiday Schedule

Hi,

This blog might help with the high level overview of how it works. New PureCloud Feature Manages Flow Routing During Holidays and Emergencies

Genesys Blog		remove preview
New PureCloud Feature Manages Flow Routing During Holidays and Emergencies The Genesys PureCloud® platform features new functionality to define voice and digital flow routing during holidays and emergencies. Using tailored flows during planned holiday periods or unplanned emergencies enables more efficient handling of contact center volumes during those times. View this on Genesys Blog >

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys
------------------------------


Original Message:
Sent: 05-29-2018 10:09
From: Patrick Rada
Subject: Holiday Schedule

Hi -

Haven't had the opportunity yet to move my holiday schedules from closed to holiday, or setup holiday call flows, but should be that simple. It just provides another path for calls to take: Open, Closed, or Holiday. Holiday does not have separate open and closed paths. The call will take one of those three paths (open, closed, or holiday). You can create specialized call flows for holidays and use your schedules to route calls appropriately.

Emergency is another new feature. You can use that to temporarily close your center for a fire drill (hopefully never a real fire), no water, etc. Using the routing options setup a specialized "closed unexpectedly" flow, or route calls to a standard closed flow, or whatever handling you need to do.

------------------------------
Patrick Rada
Keypath Education LLC

Hello -

I meant to reply to this some time ago... but got prioritized.

I agree, the verbiage in the Resource Center is absolutely atrocious and not conducive to the understanding of the functionality.

It is my understanding that PureCloud presumes a call route is CLOSED unless (in order):

1. An OPEN schedule applies, unless
2. A holiday schedule applies, or
3. A closed schedule applies

So, routes start CLOSED, and we create exceptions to exceptions (or overrides to overrides, if you prefer) in the order: Open, Holiday, Closed.

Someone from Genesys can confirm or refute that.

------------------------------
Patrick Rada
Keypath Education LLC
------------------------------

Original Message:
Sent: 06-04-2018 20:13
From: Darryn Chang
Subject: Holiday Schedule

Went on a whim to try the holiday schedule over the weekend, unfortunately didn't function as expected.
Prior configuration I had added the Open period and Closed period to the holiday schedule as it seemed this is where it was required after reading your article


Came on when it was specified to open, but unfortunately the closed subset didn't work and I was required to manually override the holiday schedule and add the Closed subset into the the normal Closed schedule to shut down the queue. I suppose if the resource center specified this was the case it may of been avoided.

Nevertheless I have noted for the future to only add a Open Holiday

------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------


Original Message:
Sent: 05-29-2018 10:14
From: Rebecca Owens
Subject: Holiday Schedule

Hi,

This blog might help with the high level overview of how it works. New PureCloud Feature Manages Flow Routing During Holidays and Emergencies

Genesys Blog		remove preview
New PureCloud Feature Manages Flow Routing During Holidays and Emergencies The Genesys PureCloud® platform features new functionality to define voice and digital flow routing during holidays and emergencies. Using tailored flows during planned holiday periods or unplanned emergencies enables more efficient handling of contact center volumes during those times. View this on Genesys Blog >

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys


Original Message:
Sent: 05-29-2018 10:09
From: Patrick Rada
Subject: Holiday Schedule

Hi -

Haven't had the opportunity yet to move my holiday schedules from closed to holiday, or setup holiday call flows, but should be that simple. It just provides another path for calls to take: Open, Closed, or Holiday. Holiday does not have separate open and closed paths. The call will take one of those three paths (open, closed, or holiday). You can create specialized call flows for holidays and use your schedules to route calls appropriately.

Emergency is another new feature. You can use that to temporarily close your center for a fire drill (hopefully never a real fire), no water, etc. Using the routing options setup a specialized "closed unexpectedly" flow, or route calls to a standard closed flow, or whatever handling you need to do.

------------------------------
Patrick Rada
Keypath Education LLC

Schedules are evaluated in this order:

1. Emergency
2. Holiday
3. Closed
4. Open

Default evaluation, unless emergency is activated, is closed.

We will be adding this information to the resource center.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 06-19-2018 11:35
From: Patrick Rada
Subject: Holiday Schedule

Hello -

I meant to reply to this some time ago... but got prioritized.

I agree, the verbiage in the Resource Center is absolutely atrocious and not conducive to the understanding of the functionality.

It is my understanding that PureCloud presumes a call route is CLOSED unless (in order):

1. An OPEN schedule applies, unless
2. A holiday schedule applies, or
3. A closed schedule applies

So, routes start CLOSED, and we create exceptions to exceptions (or overrides to overrides, if you prefer) in the order: Open, Holiday, Closed.

Someone from Genesys can confirm or refute that.

------------------------------
Patrick Rada
Keypath Education LLC
------------------------------


Original Message:
Sent: 06-04-2018 20:13
From: Darryn Chang
Subject: Holiday Schedule

Went on a whim to try the holiday schedule over the weekend, unfortunately didn't function as expected.
Prior configuration I had added the Open period and Closed period to the holiday schedule as it seemed this is where it was required after reading your article


Came on when it was specified to open, but unfortunately the closed subset didn't work and I was required to manually override the holiday schedule and add the Closed subset into the the normal Closed schedule to shut down the queue. I suppose if the resource center specified this was the case it may of been avoided.

Nevertheless I have noted for the future to only add a Open Holiday

------------------------------
Darryn Chang
Stuff Limited
New Zealand


Original Message:
Sent: 05-29-2018 10:14
From: Rebecca Owens
Subject: Holiday Schedule

Hi,

This blog might help with the high level overview of how it works. New PureCloud Feature Manages Flow Routing During Holidays and Emergencies

Genesys Blog		remove preview
New PureCloud Feature Manages Flow Routing During Holidays and Emergencies The Genesys PureCloud® platform features new functionality to define voice and digital flow routing during holidays and emergencies. Using tailored flows during planned holiday periods or unplanned emergencies enables more efficient handling of contact center volumes during those times. View this on Genesys Blog >

------------------------------
Rebecca Owens
PureCloud Self-Service Product Manager
Genesys


Original Message:
Sent: 05-29-2018 10:09
From: Patrick Rada
Subject: Holiday Schedule

Hi -

Haven't had the opportunity yet to move my holiday schedules from closed to holiday, or setup holiday call flows, but should be that simple. It just provides another path for calls to take: Open, Closed, or Holiday. Holiday does not have separate open and closed paths. The call will take one of those three paths (open, closed, or holiday). You can create specialized call flows for holidays and use your schedules to route calls appropriately.

Emergency is another new feature. You can use that to temporarily close your center for a fire drill (hopefully never a real fire), no water, etc. Using the routing options setup a specialized "closed unexpectedly" flow, or route calls to a standard closed flow, or whatever handling you need to do.

------------------------------
Patrick Rada
Keypath Education LLC

We tried for a client, and it did not work. "Open" IVR was used, the holiday IVR did not kick in.
Created havoc! 
This happened twice. Rather disappointing.

We have a holiday coming on the 19 Nov. Let's see if it work this time.

------------------------------
Meng Yong Choo

------------------------------

Were you open times earlier than your holiday times?

I found i made that error on the last run, normal open time was 6,30am  then when I added it to the holiday schedule i updated it to 7.30am but as the open time comes before the holiday it over rode the holiday time.

I figure it evaluates by time not by order and its not smart enough to distinguish between your normal operating hours and holiday operating hours.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-18-2018 10:48
From: Meng Yong Choo
Subject: Holiday Schedule

We tried for a client, and it did not work. "Open" IVR was used, the holiday IVR did not kick in.
Created havoc!
This happened twice. Rather disappointing.

We have a holiday coming on the 19 Nov. Let's see if it work this time.

------------------------------
Meng Yong Choo

------------------------------

No, Holiday start at 12am while opening hours start at 9am

------------------------------
MengYong
------------------------------

Original Message:
Sent: 11-19-2018 19:01
From: Darryn Chang
Subject: Holiday Schedule

Were you open times earlier than your holiday times?

I found i made that error on the last run, normal open time was 6,30am  then when I added it to the holiday schedule i updated it to 7.30am but as the open time comes before the holiday it over rode the holiday time.

I figure it evaluates by time not by order and its not smart enough to distinguish between your normal operating hours and holiday operating hours.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------


Original Message:
Sent: 11-18-2018 10:48
From: Meng Yong Choo
Subject: Holiday Schedule

We tried for a client, and it did not work. "Open" IVR was used, the holiday IVR did not kick in.
Created havoc!
This happened twice. Rather disappointing.

We have a holiday coming on the 19 Nov. Let's see if it work this time.

------------------------------
Meng Yong Choo

Just confirming as we head into the holiday season. If I add opening hours to holidays and closed hours to closed while still retaining the existing open and closure times. Then in theory the holiday schedule should activate?

For example
Standard operating hours combined with Holiday operating hours
Holiday - Tuesday 7.00am to 12.00pm
Open - Mon to Fri 6.00am to 5pm
Closed - Mon to Fri 5.00pm to 11.59pm
Closed - Mon to Fri 12.00am to 5.59am
Closed - Tues 12.00am to 6.59am
Closed - Tues 12.01pm to 11.59pm

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-22-2018 14:03
From: Meng Yong Choo
Subject: Holiday Schedule

No, Holiday start at 12am while opening hours start at 9am

------------------------------
MengYong
------------------------------


Original Message:
Sent: 11-19-2018 19:01
From: Darryn Chang
Subject: Holiday Schedule

Were you open times earlier than your holiday times?

I found i made that error on the last run, normal open time was 6,30am  then when I added it to the holiday schedule i updated it to 7.30am but as the open time comes before the holiday it over rode the holiday time.

I figure it evaluates by time not by order and its not smart enough to distinguish between your normal operating hours and holiday operating hours.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud


Original Message:
Sent: 11-18-2018 10:48
From: Meng Yong Choo
Subject: Holiday Schedule

We tried for a client, and it did not work. "Open" IVR was used, the holiday IVR did not kick in.
Created havoc!
This happened twice. Rather disappointing.

We have a holiday coming on the 19 Nov. Let's see if it work this time.

------------------------------
Meng Yong Choo

Depending on your regular schedule then it's usually best practice to only add the closed times. If your normal hours are 9-5 all week 

(for ease) but during the holiday period, you are only open from 10-4 then you would just add closed holiday hours for 9-10 and 4-5

Hope that makes sense. This is how we arrange it and it's worked perfectly the many times we have done this. 

------------------------------
Lawrence Drayton
OVO Mobile (My Mobile Data)
------------------------------

Original Message:
Sent: 12-18-2018 21:53
From: Darryn Chang
Subject: Holiday Schedule

Just confirming as we head into the holiday season. If I add opening hours to holidays and closed hours to closed while still retaining the existing open and closure times. Then in theory the holiday schedule should activate?

For example
Standard operating hours combined with Holiday operating hours
Holiday - Tuesday 7.00am to 12.00pm
Open - Mon to Fri 6.00am to 5pm
Closed - Mon to Fri 5.00pm to 11.59pm
Closed - Mon to Fri 12.00am to 5.59am
Closed - Tues 12.00am to 6.59am
Closed - Tues 12.01pm to 11.59pm

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------


Original Message:
Sent: 11-22-2018 14:03
From: Meng Yong Choo
Subject: Holiday Schedule

No, Holiday start at 12am while opening hours start at 9am

------------------------------
MengYong


Original Message:
Sent: 11-19-2018 19:01
From: Darryn Chang
Subject: Holiday Schedule

Were you open times earlier than your holiday times?

I found i made that error on the last run, normal open time was 6,30am  then when I added it to the holiday schedule i updated it to 7.30am but as the open time comes before the holiday it over rode the holiday time.

I figure it evaluates by time not by order and its not smart enough to distinguish between your normal operating hours and holiday operating hours.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud


Original Message:
Sent: 11-18-2018 10:48
From: Meng Yong Choo
Subject: Holiday Schedule

We tried for a client, and it did not work. "Open" IVR was used, the holiday IVR did not kick in.
Created havoc!
This happened twice. Rather disappointing.

We have a holiday coming on the 19 Nov. Let's see if it work this time.

------------------------------
Meng Yong Choo