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Hello Team,

Is there a way to check for hour of operation before Agent transfers a Web Message from Queue A to Queue B? or display somewhere?

Thank you,

#WebMessaging

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Tausif Sabir
NA
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Hi Tausif,

There is no native agent-side validation during the transfer itself to automatically block/show queue operating hours before transferring a web messaging interaction.

One approach I've seen work well is using a Script combined with a Data Action.

The idea is:

• the agent selects the target queue from a dropdown in the script
• the script calls a Data Action
• the Data Action queries the target queue's routing/operating hours through the API
• the script displays something like:
  "Queue Open"
  "Queue Closed"
  "Closing in X minutes"

Based on the result, the agent can decide whether to proceed with the transfer.

This gives much better visibility operationally and avoids blind transfers to closed queues.

You could even make the script dynamically filter available queues based on business hours if needed.

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Gabriel Garcia
NA
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Hi Tausif,

there is a Genesys Cloud Idea for this that Supervisors can disable transfers to | Genesys Cloud Ideas Portal that is associated with a bigger change in the transfer logic of interactions in general....coming 2026. Hopefully, this works out as an improvement for an Operating Hours Check of individual queues preventing agents from transferring to closed queues.

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BR, Felix
Miele & Cie. KG
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Hi Tausif,

Presuming transfer is required regardless of the time, but the hour affects which queue the agent is supposed to transfer to?

If so, I've recently built something of similar logic via a flow which takes into account time and timezone (UK GMT/BST). The same could be done via a script with the show/hide functionality I guess.

I used 2 variables to get the hour of the interaction as I was needing other aspects of the DateTime generated. 1st identifies time of the year and the actual correct time for your timezone. 2nd just grabs the hour.

Flow.DateTime

_{AddMinutes(
    Flow.StartDateTimeUtc,
    If(
        Flow.StartDateTimeUtc >= MakeDateTime(
            Year(Flow.StartDateTimeUtc),
            3,
            31 - (DayOfWeek(MakeDateTime(Year(Flow.StartDateTimeUtc), 3, 31, 1, 0, 0)) - 1),
            1, 0, 0
        )
        and
        Flow.StartDateTimeUtc < MakeDateTime(
            Year(Flow.StartDateTimeUtc),
            10,
            31 - (DayOfWeek(MakeDateTime(Year(Flow.StartDateTimeUtc), 10, 31, 1, 0, 0)) - 1),
            1, 0, 0
        ),
        60,
        0
    )
)}

Flow.Hour

_{Hour(Flow.DateTime)}

You might be able to adapt the above via a transfer to a flow which decides which queue to send the interaction to, or as noted above, use a script to show/hide options based on time.

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Kieran Exley
Senior Unified Communications Services Specialist
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