Genesys Cloud - Main

Hello,

we would like to measure callback SL only during our business hours, but only for one specific queue. Is there a way to set up the queue performance in a way that for callbacks, non-business hours would not be counted?
I don't mean callbacks that come outsice of business hours, but we operate 9 am to 9 pm, so for example if a callback comes at 7 pm but there are too many other contacts for us to handle the callback that day, is it possible to count only those 2 hours until 9 pm + the time it takes the next day from 9 am to get to the callback?

Thank you for your help :)

#Reporting/Analytics

------------------------------
Dominika
------------------------------

I have not heard of a native way to do that in G.Cloud.  I'll be curious to see how the Community weighs in on this.

When designing your flow and callback options I typically see customers look at the EWT and only offer callback if current time + EWT + (some buffer) < closing hours

I don't know how you would create a callback SL that considers this scenario without extracting the data and performing your own calculations.

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 08-23-2021 13:42
From: Nathan Smith
Subject: Reporting - not counting SL outside of business hours

I have not heard of a native way to do that in G.Cloud.  I'll be curious to see how the Community weighs in on this.

------------------------------
Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com

Original Message:
Sent: 08-20-2021 07:15
From: Dominika Tavernová - Turisanová
Subject: Reporting - not counting SL outside of business hours

Hello,

we would like to measure callback SL only during our business hours, but only for one specific queue. Is there a way to set up the queue performance in a way that for callbacks, non-business hours would not be counted?
I don't mean callbacks that come outsice of business hours, but we operate 9 am to 9 pm, so for example if a callback comes at 7 pm but there are too many other contacts for us to handle the callback that day, is it possible to count only those 2 hours until 9 pm + the time it takes the next day from 9 am to get to the callback?

Thank you for your help :)

#Reporting/Analytics

------------------------------
Dominika
------------------------------

I don't mean callbacks that come outsice of business hours, but we operate 9 am to 9 pm, so for example if a callback comes at 7 pm but there are too many other contacts for us to handle the callback that day, is it possible to count only those 2 hours until 9 pm + the time it takes the next day from 9 am to get to the callback?

How are you determining "too many other contacts"?  Or are you just saying that those requests just don't get pushed to agents because of too many other interactions already queued?

This is probably not the tidiest way but potentially during this period of time you could look at EWT and assign the call back request to a separate queue.  That way you have a split Service Level that you can report on, or you can include both queues to get the combined SL.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-20-2021 07:15
From: Dominika Tavernová - Turisanová
Subject: Reporting - not counting SL outside of business hours

Hello,

we would like to measure callback SL only during our business hours, but only for one specific queue. Is there a way to set up the queue performance in a way that for callbacks, non-business hours would not be counted?
I don't mean callbacks that come outsice of business hours, but we operate 9 am to 9 pm, so for example if a callback comes at 7 pm but there are too many other contacts for us to handle the callback that day, is it possible to count only those 2 hours until 9 pm + the time it takes the next day from 9 am to get to the callback?

Thank you for your help :)

#Reporting/Analytics

------------------------------
Dominika
------------------------------