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------------------------------
Jeff Humphreys
RCN, Royal College of Nursing
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