Genesys Cloud - Main

Hello, I'm keen to get manipulate the Time to 1st engagement metric and other metrics to allow for opening hours. Our what's app queues are open 24 hours by design however customers get a standard response outlining opening hours to manage expectations. I'm looking for a reliable way to incorporate opening hours to our metrics. I would like to stop the clock when our queues aren't staffed. I know this should be possible by downloading all interactions and applying a formula based on the arrival time stamp and cross referencing with opening hours. However this is quite a bit of work and wouldn't allow us real time visibility. I was wondering if maybe one day something like this would be available in the out of the box reporting?  Also if anyone has any ideas on how to achieve this metric. Thanks  

Hi Gareth,

You could try using a parking queue approach 

• Use a Schedule Check in Architect
• Route after-hours interactions to a separate queue
• Then move them into your live queue when business hours start

This doesn't technically "stop the clock," but it ensures the interaction only enters your live queue during staffed hours, so your Time to First Engagement reflects actual availability.

You could also combine this with a filtering/tagging approach to exclude after-hours interactions from reporting and get a cleaner view of performance.

Hope this helps someone from community might add more ways.

I also came across this idea which seems directly related and is currently under future consideration:

https://genesyscloud.ideas.aha.io/ideas/ANLS-I-167