Great! Yes, basic functionality and theory is usually transferrable. Architect capability overall is always growing, but the basics don't change much.
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Original Message:
Sent: 02-16-2024 12:26
From: Melanie Williams
Subject: Using date expressions for holiday
Thanks! Not yet but its on my todo. I have engineering experience in other ACDs (not cloud solutions) - which are somewhat transferrable.
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Melanie Williams
Camis Inc
Original Message:
Sent: 02-16-2024 12:11
From: George Ganahl
Subject: Using date expressions for holiday
Architect has a lot of flexibility, and I don't want to overwhelm you with options...
As a small example, you can use a variable to hold the prompt to play, and use a Data Table to hold the prompt to play based upon the Schedule which determines the Closed or Holiday path.
Different folks have different ways of customizing which prompt to play for the various situations.
Do what you are comfortable with for now, but try to leave room in the flow configuration to allow for future additions or changes. Ask questions here as needed to increase your understanding. It's an ever-learning process :-)
Have you already taken the Architect course in Beyond?
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 02-16-2024 10:08
From: Melanie Williams
Subject: Using date expressions for holiday
Thanks @George Ganahl. The previous template seems to be working during my testing - unless you can give me specific issues you've seen using the other method? I had not realized that by toggling between literal and expression view it actually changes the expression line completely. Which is where I think I ran into trouble.
The limitations with the schedules and schedule groups we are seeing is that we need to have three different messages play for different scenarios. Regular closure, seasonal closure and stat holiday closure. With the current configuration capabilities - you can only choose two flows in the call route in the case of closed and holidays. A third option would be helpful for seasonal businesses.
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Melanie Williams
Camis Inc
Original Message:
Sent: 02-15-2024 13:08
From: George Ganahl
Subject: Using date expressions for holiday
Also, @Melanie Williams, as a couple of other folks noted above the example is not the best way to do it these days. That example was created before we had the Evaluate Schedule Group action. In the Q&A video I answered your direct question, but I did not take the extra time to show the better way.
You might want to try this other method:
The expression I used in the Specific field under Schedule Evaluation DateTime (UTC) is AddHours(GetCurrentDateTimeUtc(),-5)
This example presumes that you have a Schedule Group and Schedules set up in your organization set to use EST (America/New York) for the Time Zone on the Schedule Group:
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 02-15-2024 11:21
From: Nicole Milliken
Subject: Using date expressions for holiday
Hey @Melanie Williams - we covered your question on the latest episode of the Q&A Show at the 18:00 minute mark. Hope this helps!
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Nicole Milliken
Genesys - Employees
Original Message:
Sent: 02-14-2024 15:29
From: Melanie Williams
Subject: Using date expressions for holiday
Thanks Melissa! I didn't post a screenshot but here is one if that helps. The expression line reads MakeEmptyList(ToInt(NOT_SET)) for the holiday check. It was part of the templates posted on the above link I mentioned. Can you let me know how to change those holidays? I have four I need to configure for this check for this year
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Melanie Williams
Camis Inc
Original Message:
Sent: 02-14-2024 15:14
From: Melissa Bailey
Subject: Using date expressions for holiday
I can't see your screenshot, but I assume you're asking about the Flow.Holidays variable. It's an integer collection with 3 items in it: 101, 704, and 1225. They're using that to represent January 1st, July 4th, and Christmas.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 02-14-2024 15:09
From: Melanie Williams
Subject: Using date expressions for holiday
Hello Christoph,
Thanks again for your reply. I am aware if this option but I don't think it will meet my business needs. Looking for help with the expression text.
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Melanie Williams
Camis Inc
Original Message:
Sent: 02-14-2024 06:59
From: Christoph Domaschke
Subject: Using date expressions for holiday
Hello Melanie,
I have never seen that before. As mentions I suggest to use Schedule Groups / Schedules in Genesys CX and the "Evaluate Schedule Group"-Action in Architect. It is nearly self-Explaining.
Create an operating schedule group - Genesys Cloud Resource Center (mypurecloud.com)
Best regards
Christoph
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 02-13-2024 10:04
From: Melanie Williams
Subject: Using date expressions for holiday
Hello Christoph - the flow/expression I am using is in the link I posted.
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Melanie Williams
Camis Inc
Original Message:
Sent: 02-13-2024 02:18
From: Christoph Domaschke
Subject: Using date expressions for holiday
Hi Melanie,
without having seen your flow-example: Best way to check for holidays is defining schedules (under Admin --> Routing) and use "Evaluate Schedule Group" in Architect.
Best regards
Christoph
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 02-12-2024 13:10
From: Melanie Williams
Subject: Using date expressions for holiday
Hello - I am using the template for holiday routing available from the resource centre. Download Architect flow examples - Genesys Cloud Resource Center
I am having trouble figuring out what expression to use in the holiday variable. The first variable I believe is point to todays date and the second is looking for the holiday date - but the expression in that variable is not prefilled. Anyone have any experience with this?
| Genesys Cloud Resource Center | remove preview |
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#Routing(ACD/IVR)
#Telephony
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Melanie Williams
Camis Inc
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