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  • 1.  Schedules, Schedule Groups and Divisions

    Posted 02-15-2024 10:47

    Hi,

    Within our Genesys structure we have four Divisions, Home, IT, Advice and Membership. The IT, Advice and Membership Divisions have slightly different operating hours across the day, week and year, so the solution provider created a number of Schedule Groups and Schedules to accomodate this. For example, Advice is open on public holidays, Membership and IT are not.

    I have noticed that the Schedules have been set up against the Home Division, whereas the Schedule Groups have been set up against the relevant Division. For example, the Membership Schedule Group is set up agsinst the Membership Division etc. A number of (Home) Holiday Schedules have then been applied to these specific Division Schedule Groups. For example, there is an Easter Friday Schedule (Home) assigned to the Membership Schedule Group (Membership Division). This Division has six queues assigned to it

    I have a couple of questions:

    In principle, will this set up work come the next holiday at Easter? 

    Do I need to set up Schedule Groups/Schedules for each queue within the Division or will one suffice as it applies to the Division?

    Hope someone can advise?

    Many thanks

    Jeff


    #Routing(ACD/IVR)
    #Telephony

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    Jeff Humphreys
    RCN, Royal College of Nursing
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  • 2.  RE: Schedules, Schedule Groups and Divisions

    Posted 02-16-2024 03:03

    Hi Jeff,
    I can't help you with the first question, but maybe with the second:

    There are two ways to use schedule groups for a queue:

    • You can configure which schedule group is used under Admin --> Call Routing. You can add more then one queue (DID-Number) to that call routing, so you do not have to configure it for each queue.
    • You can use the "Evaluate Schedule Group" Action in Architect. There it strongly depends on, how the flow was build. In my case the flow checks for each queue individually for the related schedule group and I have to ad a new queue to the flow. In your case it might be different.

    But in both cases: You only have to create one schedule group for each different scenario and then use it for as much queues as you please.

    Best regards
    Christoph



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    Christoph Domaschke
    CRONBANK AG
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  • 3.  RE: Schedules, Schedule Groups and Divisions

    Posted 02-19-2024 07:25

    Thanks very much Christoph. 

    Jeff



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    Jeff Humphreys
    RCN, Royal College of Nursing
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  • 4.  RE: Schedules, Schedule Groups and Divisions

    Posted 02-16-2024 07:08

    I can help with the first question. The short answer is, yes, it will work. I have several Holiday schedules configured that are associated with one specific division and use them in schedule groups associated with different divisions. Everything works as expected and the holiday is recognized by all divisions/schedule groups to which it's assigned. The same holds true with Open schedules. (My use cases for Close schedules are minimal, but it would stand to reason that those would work too.)



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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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  • 5.  RE: Schedules, Schedule Groups and Divisions

    Posted 02-19-2024 07:27

    Thanks Emily.

    I was hoping the answer would be exactly that. :-)

    Jeff



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    Jeff Humphreys
    RCN, Royal College of Nursing
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  • 6.  RE: Schedules, Schedule Groups and Divisions

    Posted 02-20-2024 16:12

    Jeff,

    I'm not 100% certain, but I think the Divisions are more about controlling access to the Schedules etc. for editing, than they are for utilizing. So, You may give someone permission to edit Schedules in only one Division, for example.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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