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  • 1.  Email SLA for open hours only

    Posted 10-02-2024 17:59
    No replies, thread closed.

    I have seen a few old posts, but is there option to show SLA for emails only during open hours.  Emails that come in after hours are killing our reps statistics.  thanks in advance


    #Reporting/Analytics

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Email SLA for open hours only

    Posted 10-02-2024 23:14
    No replies, thread closed.

    Hi @Clayton Curtis,

    I'm assuming that your emails are routed to Email flow, not a queue. In the former case, i.e., the emails are routed to Email flow, one of the possible solution is as follows. 

    In the Email Inbound flow, in the Initial State, add the actions: 

    1. Set Loop (99)
    2. Evaluate Scheduling Group
    3. Closed branch: Wait 10 minutes. Next Loop.
    4. Holiday branch: Wait 30 minutes. Next Loop. 
    5. Emergency branch: Wait 10 minutes. Next Loop
    6. Open branch: ACD Transfer to queue

    With this, you will delay email routing to the queue during closed hours (max delay is 990 minutes, on holidays 3 times longer). Please give it a try and let me know if this helps. 

    Thanks,



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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    Original Message


  • 3.  RE: Email SLA for open hours only
    Best Answer

    Posted 10-03-2024 04:38
    No replies, thread closed.

    Hi Clayton, 
    Love Tatjanas solution, there is also an idea under PM review currently, Make Email SLA not counted in closed schedule, that would certainly be worth voting on and adding your use case for consideration



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


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