Genesys Cloud - Main

Hi, 

We have multiskilled advisors who are scheduled to go on to certain queues at specific times based on their schedules. At the moment we rely on advisors to do this themselves (and to put them back on their normal queues once the scheduled event has finished). Is this something we can automate using a trigger?

Thanks

James

#ArchitectureandDesign

------------------------------
James Learmonth
NA
------------------------------

Hi James, 

I am not aware of this possibility, but maybe someone else in the community has been able to automate this.  It could also be worth an idea in the Genesys Cloud Product Ideas Lab for future consideration.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

@James Learmonth

My oh my! I had this very same question quite some time ago. I could go really deep into this, but essentially, yes you can - I have built a lot of automation around going on/off queues, group membership etc. 

While I don't use a trigger for it, I use workflow/automation and the genesys cloud APIs to achieve the same result essentially. 

Wihtout going into a huge amount of detail - in the use case I have, we have agents that are multiskilled and we have them on ALL queues and brands. Once they get a chat from brand A then we don't want others from brand B C etc to come in but want them to receive more from brand A. How do we do this? Well, we use a trigger on user.conversation to fire a workflow that looks at a bunch of things like current chat counts, which skills they have, which groups they are a part of (And have groups linked to queue membership) and then do a bunch of moving around based on that. 

Eg below is that flow, but we do a lot more for other things and could be easily tweaked to do things based on a schedule and not a conversation inbound. 

------------------------------
Lawrence Drayton
------------------------------

Hi James,

There is actually a feature planned for this known as Block Scheduling. It's in Upcoming Development. The idea is that you can link a period of On Queue activity with one or more Planning Groups and would block interactions from any other planning groups. As this involves more complexity than queues I assume it will also cover more than just queue activation logic.

https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-33

------------------------------
Richard Chandler
Connect
------------------------------