Genesys Cloud - Main

How can we manage Holiday Schedules?

Right now we don't have the concept of Holiday Schedules. It is a development project we are actually working on. In the future it will function similar to Open / Closed. In todays world you can do 2 things:

• You can switch an IVR routing configuration to "always" and select your holiday flow experience.
• You can leverage expression and the data time functionality and build evaluations to examine the current date and compared against holidays.

Anyone have a status on this one?  I still don't see a way to either set up a separate schedule for holidays in order to play a different closed message.  You can set up holidays and exclude from open schedules, but that doesn't give us a way to play a holiday specific message easily.  Alternatively, if we could identify which schedule was identified within a call flow we could play the appropriate message without having to hard code holidays.

Julie, this is still in progress. We do not have a specific timeline when this will become available yet, but I'll keep you updated.

Initially, the plan is expand the current open/closed selection and offer a holiday selection as well.

In the future, we would also offer the ability to check schedules within a call flow, but that is further out.

@Lucie DeCristofaro? Were you referring to PURE-658 as the enhancement? It looks like PURE-658 has been delivered, but I still don't see an effective way to manage holiday schedules.

Yes, we are working on delivering holiday and emergency scheduling as part of PURE-658. That effort is still in progress, and we target delivery before the end of the year. Let me know if you see conflicting information elsewhere.

@Lucie DeCristofaro?  What is the timeline for "In the future, we would also offer the ability to check schedules within a call flow, but that is further out." Would make our life a lot easier if we can check within a flow which schedule is active

@Lucie DeCristofaro?  On the Partner portal (Genie), in the PPT slides about the PureCloud roadmap, it says that PURE-658 was delivered in Q3.

Thanks Lehel, I will follow up on that.

Rogier, for voice flows it is on the roadmap for next year. We have a few other things ahead of that, and we don't anticipate being able to work on it sooner than Q2.

This is an important feature customers like me are in need of. I've built a way around it in architect with but it's time-consuming and by no means perfect. It would be good to see progress on this it's been on the roadmap quite a while.

Understood. One thing that we also have plans for is the ability to check and evaluate schedules using an API more directly. Currently it is possible but requires more extensive work on the customer end than we would live. Once the API is available, you could leverage the new API action and check the API from within a call flow: https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/