Genesys Cloud - Main

All, I am likely just misunderstanding the use of this concept, but would like to see if others have issues with this. 

I have a schedule group that is evaluated as normal, once the call comes into the IVR, but within that flow there is another group/queue that needs to be evaluated against. I placed the evaluate Schedule Group action in the call flow and set it appropriately. However, there is a section named "Schedule Evaluation DateTime (UTC).

At this point I figured that this will evaluate the schedule group based on UTC, which I do not want because this is a DST Eastern timezone org. I placed code in to evaluate the current date time based on daylight savings time, and it is doing that just fine, however, it is evaluating to the closed side. 

I am a bit confused by this option. Does anyone know if I should just be leaving it at Current? I have a worry that it will not evaluate properly as this is on Eastern time. 


#PlatformAdministration

------------------------------
Angelia Harper
Avtex Solutions, LLC
------------------------------

Not sure and haven't tested, but I think the schedule group timezone might be the issue.  It is probably either using that against UTC or it ignoring it and just using UTC which would cause it to be different than the inbound routing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-16-2020 09:30
From: Angelia Harper
Subject: Schedule Evaluation in Architect (Issues)

All, I am likely just misunderstanding the use of this concept, but would like to see if others have issues with this.

I have a schedule group that is evaluated as normal, once the call comes into the IVR, but within that flow there is another group/queue that needs to be evaluated against. I placed the evaluate Schedule Group action in the call flow and set it appropriately. However, there is a section named "Schedule Evaluation DateTime (UTC).

At this point I figured that this will evaluate the schedule group based on UTC, which I do not want because this is a DST Eastern timezone org. I placed code in to evaluate the current date time based on daylight savings time, and it is doing that just fine, however, it is evaluating to the closed side.

I am a bit confused by this option. Does anyone know if I should just be leaving it at Current? I have a worry that it will not evaluate properly as this is on Eastern time.

#PlatformAdministration

------------------------------
Angelia Harper
Avtex Solutions, LLC
------------------------------

We tested it out last night, it looks as though (even though it states "Current (UTC)") it is using the Schedules Timezone. I was just reading into that term (UTC) too much and decided to code against it, and that caused issues.

------------------------------
Angelia Harper
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 01-17-2020 10:20
From: Robert Wakefield-Carl
Subject: Schedule Evaluation in Architect (Issues)

Not sure and haven't tested, but I think the schedule group timezone might be the issue.  It is probably either using that against UTC or it ignoring it and just using UTC which would cause it to be different than the inbound routing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-16-2020 09:30
From: Angelia Harper
Subject: Schedule Evaluation in Architect (Issues)

All, I am likely just misunderstanding the use of this concept, but would like to see if others have issues with this.

I have a schedule group that is evaluated as normal, once the call comes into the IVR, but within that flow there is another group/queue that needs to be evaluated against. I placed the evaluate Schedule Group action in the call flow and set it appropriately. However, there is a section named "Schedule Evaluation DateTime (UTC).

At this point I figured that this will evaluate the schedule group based on UTC, which I do not want because this is a DST Eastern timezone org. I placed code in to evaluate the current date time based on daylight savings time, and it is doing that just fine, however, it is evaluating to the closed side.

I am a bit confused by this option. Does anyone know if I should just be leaving it at Current? I have a worry that it will not evaluate properly as this is on Eastern time.

#PlatformAdministration

------------------------------
Angelia Harper
Avtex Solutions, LLC
------------------------------