Genesys Cloud - Main

Very interested in how to get better reporting on emails.  We are a limited hours centre with some teams only open Mon-Fri, others Mon-Sat.  Our goal is to reply to emails within 2 business days.  We are well within a day normally.  However, when runnign a dashbaord with longest waiting it can show us at 4 days when we clearly with 2 days as the email arrived Friday evening - therefore we have until Tuesday to respond.

Is there a way to customise reporting to take closed hours out of the average wait to make reports cleaner.

#DigitalChannels

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John Casey
Strategic Workforce Planning Manager
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Hi John,

There isn't a way out the box currently. but there is an idea on the Genesys Cloud Product Ideas Lab: Closed Business Hours on Email Queues, I would recommend voting on the idea and adding your use case to the idea.

The idea also has links to some community threads that have discussed workaround for this.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 11-28-2025 09:12
From: John Casey
Subject: Reporting on emails

Very interested in how to get better reporting on emails.  We are a limited hours centre with some teams only open Mon-Fri, others Mon-Sat.  Our goal is to reply to emails within 2 business days.  We are well within a day normally.  However, when runnign a dashbaord with longest waiting it can show us at 4 days when we clearly with 2 days as the email arrived Friday evening - therefore we have until Tuesday to respond.

Is there a way to customise reporting to take closed hours out of the average wait to make reports cleaner.

#DigitalChannels

------------------------------
John Casey
Strategic Workforce Planning Manager
------------------------------

My preference is to have a schedule check at the top of the Email flow and if after hours, send to another queue that holds the emails.  The In-queue flow has another schedule check every 10 minutes and if open, then transfers the emails back to either the Email flow or to the email queue.  That way, you only get emails in the real queue during business hours and it does not affect the SLA on that queue.  Sure, it means you might get some emails out of sequence and there may be a 10-minute delay, but this is easy to setup and maintain.   

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 11-28-2025 09:12
From: John Casey
Subject: Reporting on emails

Very interested in how to get better reporting on emails.  We are a limited hours centre with some teams only open Mon-Fri, others Mon-Sat.  Our goal is to reply to emails within 2 business days.  We are well within a day normally.  However, when runnign a dashbaord with longest waiting it can show us at 4 days when we clearly with 2 days as the email arrived Friday evening - therefore we have until Tuesday to respond.

Is there a way to customise reporting to take closed hours out of the average wait to make reports cleaner.

#DigitalChannels

------------------------------
John Casey
Strategic Workforce Planning Manager
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