Genesys Cloud - Main

 View Only

Sign Up

Expand all | Collapse all

Override default schedule for a specific ACD transfer

  Thread closed by the administrator, not accepting new replies.
  • 1.  Override default schedule for a specific ACD transfer

    Posted 01-19-2017 10:16
    No replies, thread closed.

    In one of our flows we have a hotline that our stores use when they need to reach our contact center in an urgent matter. 3 out of 4 selections are available between 8 AM and 9 PM whereas one is only available between 8 AM and 4 PM.

     

    In our current setup we've solved it with a task (see image). But an easier setup would be to have a button that enabled us to override the default schedule and set specific opening hours for that particular queue as well as selecting a user prompt to play outside these specific hours. This function could also have a set time zone based on the default language of the flow itself, thus following summer/winter time automatically.



  • 2.  RE: Override default schedule for a specific ACD transfer

    Posted 01-19-2017 13:32
    No replies, thread closed.

    Great idea Daniel! 



  • 3.  RE: Override default schedule for a specific ACD transfer

    Posted 01-19-2017 15:03
    No replies, thread closed.

    This is on our roadmap and we plan to add it later this year.



  • 4.  RE: Override default schedule for a specific ACD transfer

    Posted 01-19-2017 15:13
    No replies, thread closed.

    Glad to hear that! Thanks for the quick reply =)



  • 5.  RE: Override default schedule for a specific ACD transfer

    Posted 11-22-2017 17:10
    No replies, thread closed.

    Any updates on when we might see this implementation?



  • 6.  RE: Override default schedule for a specific ACD transfer

    Posted 11-22-2017 17:23
    No replies, thread closed.

    Sorry this got pushed back in favor of the work. No current ETA.