Genesys Cloud - Main

If you have 1 Queue created  where by the  same agents are to receive  both calls and email .

Will skill based routing work if you only wants  agents who are "ON Queue"  to receive emails only at certain times during the business hrs .

#Routing(ACD/IVR)

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Roisin Floyd
Wren Data Ltd.
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Sorry, I just noticed that your question never received an answer.

Have you looked into using PureCloud Architect to route the emails based upon Schedules? That is part of the Inbound Email flow capability, to use an Action to look up the applicable Schedules and decide whether or not to route the emails into queue.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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