Genesys Cloud - Main

For our email queues, the ASA (average wait) and service level metrics are not taking into account weekends, or Bank Holidays.  Eg on Tuesday, our average ASA on some queues was 4 days, but these were less than a few working hours old, and with a 2 days SLA, they're showing as not having met SLA. 

I only found an option to add a Wait action, perhaps dependant on a Logical Decision action – ie if day = Saturday, wait 48 hours.  But I have no idea how to invoke it.  Do you know if this is the only option, or is there any other way to pause the ASA and Service level metrics, or just the service level.

#ArchitectureandDesign

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richard craig
British Telecommunications PLC
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Try this:

To address this issue, you can use a combination of Genesys Cloud's Wait and Logical Decision actions to add a delay on weekends and bank holidays.

Here's how you can create this workflow:

1. Create a new flow in Genesys Cloud and add a Start action.
2. Add a Wait action to the flow and set the wait time to 48 hours.
3. Add a Logical Decision action to the flow and configure the condition to check if the current day is a weekend or bank holiday. You can use the Day of Week or Date Comparison condition to do this.
4. Connect the Wait action to the Logical Decision action using a True branch.
5. Add a Terminate action to the True branch to end the flow.
6. Connect the Logical Decision action to the next action in your workflow using a False branch.

When an interaction enters this flow, it will wait for 48 hours if it's a weekend or bank holiday. If it's not, the flow will continue without any delay.

This workflow will not pause the ASA and service level metrics, but it will ensure that interactions are not marked as violating the SLA during weekends and bank holidays.

Note that you will need to create a separate flow for each queue that you want to configure in this way.

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Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys
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Original Message:
Sent: 04-25-2023 10:32
From: richard craig
Subject: ASA for Email Interactions

For our email queues, the ASA (average wait) and service level metrics are not taking into account weekends, or Bank Holidays.  Eg on Tuesday, our average ASA on some queues was 4 days, but these were less than a few working hours old, and with a 2 days SLA, they're showing as not having met SLA. 

I only found an option to add a Wait action, perhaps dependant on a Logical Decision action – ie if day = Saturday, wait 48 hours.  But I have no idea how to invoke it.  Do you know if this is the only option, or is there any other way to pause the ASA and Service level metrics, or just the service level.

#ArchitectureandDesign

------------------------------
richard craig
British Telecommunications PLC
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