Genesys Cloud - Main

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 03-23-2023 11:36
From: Stephen Poncia
Subject: Email Queue SLA & Closed Business Hours

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

Hi Brad,

Thanks very much for the reply. This was also presented to us as a workaround, however we didn't deem it viable incase of major out of hours incidents. I'd be interested to know how you use that alongside a possible out of hours incident? Thanks again and I look forward to your reply.

------------------------------
Stephen

Original Message:
Sent: 03-23-2023 17:51
From: Brad Murlin
Subject: Email Queue SLA & Closed Business Hours

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 03-23-2023 11:36
From: Stephen Poncia
Subject: Email Queue SLA & Closed Business Hours

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

Hi Brad,

We have a similar set up with a 15 minute loop that repeats until it sees the schedule open but we're noticing that the loop is causing the emails to be sent out of order so an email sent at 6 p.m. on Friday (when the office is closed) will be received after an email that was sent the following Monday at 6 a.m. (right before the office opens). Have you experienced this issue as well? Or know of any work arounds?

Thank you,

Gina

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

This can happen since you have that 15 minute loop and that puts them all in a spin cycle that means at any point that timer might be up.   The only way to avoid this would be to possibly number each email coming in and only allow the email in the order to be released which could cause a 14 m 59 s delay on delivery.  

In reality, will your customers really care if their Email went from 10 to 40?  

Hi Brad,

We have a similar set up with a 15 minute loop that repeats until it sees the schedule open but we're noticing that the loop is causing the emails to be sent out of order so an email sent at 6 p.m. on Friday (when the office is closed) will be received after an email that was sent the following Monday at 6 a.m. (right before the office opens). Have you experienced this issue as well? Or know of any work arounds?

Thank you,

Gina

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

Hi Robert,

How would we go about numbering each email?

Thank you,

Gina

This can happen since you have that 15 minute loop and that puts them all in a spin cycle that means at any point that timer might be up.   The only way to avoid this would be to possibly number each email coming in and only allow the email in the order to be released which could cause a 14 m 59 s delay on delivery.  

In reality, will your customers really care if their Email went from 10 to 40?  

Hi Brad,

We have a similar set up with a 15 minute loop that repeats until it sees the schedule open but we're noticing that the loop is causing the emails to be sent out of order so an email sent at 6 p.m. on Friday (when the office is closed) will be received after an email that was sent the following Monday at 6 a.m. (right before the office opens). Have you experienced this issue as well? Or know of any work arounds?

Thank you,

Gina

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

One of those time where I was hoping someone would not ask.  You need to have a table that will be an accumulator like we had in PureConnect.   As an email enters the queue, you would increment that number and assign to a variable.  Have another entry for the exit number and as you check variable against the number and increase second number.  Once the second number is the same as the first, reset both to 0.

Solutioning on the fly never easy, but I think that will work.

Hi Robert,

How would we go about numbering each email?

Thank you,

Gina

This can happen since you have that 15 minute loop and that puts them all in a spin cycle that means at any point that timer might be up.   The only way to avoid this would be to possibly number each email coming in and only allow the email in the order to be released which could cause a 14 m 59 s delay on delivery.  

In reality, will your customers really care if their Email went from 10 to 40?  

Hi Brad,

We have a similar set up with a 15 minute loop that repeats until it sees the schedule open but we're noticing that the loop is causing the emails to be sent out of order so an email sent at 6 p.m. on Friday (when the office is closed) will be received after an email that was sent the following Monday at 6 a.m. (right before the office opens). Have you experienced this issue as well? Or know of any work arounds?

Thank you,

Gina

We do this by having all emails start in a parking/holding queue, and then using in-queue email flows to run a schedule check and move inbound email from the holding queue to the normal daytime queue and then back into the holding queue at end of day. This allows us to keep a clean service level and prevents reps from continuing to grab emails after hours, forgetting to logout and racking up overtime.

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

We actually have this capability in our AppFoundry app for Genesys Cloud: https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys

Original Message:
Sent: 03-23-2023 11:36
From: Stephen Poncia
Subject: Email Queue SLA & Closed Business Hours

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------

We actually have this capability in our AppFoundry app for Genesys Cloud: https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys

Original Message:
Sent: 03-23-2023 11:36
From: Stephen Poncia
Subject: Email Queue SLA & Closed Business Hours

Hi Genesys Community,

New comer here. 

I understand that email SLA queues are unable to be set to 'stop the clock', for instance, closing at 6pm means emails received after 6pm, the SLA doesn't start on emails received from 6pm - 8am until 8am when the business opens. Currently it counts the SLA time set, regardless of when the email came in, meaning a queue with 4 hours answer SLA, is breached without us being open. I was hoping to find out:

1. If this is likely to be built into a future release of Genesys Cloud
2. How other businesses who work from a stop the clock SLA type business model, operate with Genesys Cloud and how they manage this and can provide any creative ways using the metrics to workaround this

One of the suggestions to us as a workaround, was to set the Queue Performance on email queues to show SLA from the open business hours. This unfortunately isn't a viable workaround for us, due to our business receiving emails 24 hours a day, 7 days a week and would mean that we lose about a third of emails for reporting.

Many thanks and look forward to the responses.

#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration

------------------------------
Stephen

------------------------------