bblois | 2021-09-13 15:26:49 UTC | #1
Not sure if this is in the right category, or even if this is too in the weeds but figured I would ask just in case:
Our company is moving from our own SMS tool to the Genesys SMS tool soon. Some of our employees will be spending part of their week in the SMS queue and other parts in the phone queue. Giving our employees the ability to change their queues is not something we want to do, and manually changing their queues every day will be a hassle for the leads and supervisors.
Is there a way for the Genesys cloud client to place agents into the correct queue based on their schedule? So on a Monday an agent logs into the phone queue by toggling "On Queue," but then that same agent logs into the SMS queue on Tuesday by using the same "On Queue" toggle?
I've looked into building something on our end to facilitate this but the only API call that deals with scheduling appears to be deprecated.
Any help/advice/insight would be appreciated. Thanks!
John_Carnell | 2021-09-15 14:57:25 UTC | #2
Hi Ben,
I talked with our architect team about your question as I don't think the API approach would be appropriate here. What they recommended is that you look at the "Evaluate Schedule" action (lets you determine if a schedule is active) and "Evaluate Schedule Group" action (lets you determine if a scheduled group is open/closed/holiday/emergency).
Based on these two actions in your architect flow, you could set a flow queue variable based on the path taken out of those actions. So if you are in one schedule you the message to one queue vs the other queue.
I hope that helps.
Thanks, John Carnell Manager, Developer Engagement
bblois | 2021-09-15 18:43:51 UTC | #3
Hey this sounds very helpful. Where would I find the "Evaluate Schedule" and "Evaluate Schedule Group" functions?
John_Carnell | 2021-09-15 18:58:15 UTC | #4
Hi Ben,
Here is an example.
Thanks, John
dmaloch | 2021-09-16 15:59:34 UTC | #5
John, I'm not sure you understood the ask here as your response doesn't make sense.
Your API explorer lists multiple WFM scheduling options. The most obvious is deprecated but there are multiple others to evaluate agent and business unit schedules.
There's also multiple options for joining or unjoining an agent from a queue.
Our desire here is to have some middleware running an intermittent check on a group of agents or a business units schedule to look for a specific event that would indicate if they are on inbound/outbound call duty, or on SMS duty. Let's call it every half hour.
If the agent has an event ID correlating with phone duty, the middleware would push the API command to join the specific phone queue(s) in question and unjoin them from the SMS queue. The opposite would happen if they had the event ID for SMS.
We are not looking to route multiple interaction types through one flow based on agent scheduling. Two agents could be in the same schedule group with different duties. I'm happy to discuss with our folks if the actual request isn't possible, but that seems unlikely given how many items in your API explorer reference WFM schedules and agent queue joining.
John_Carnell | 2021-09-16 17:44:30 UTC | #6
Hi D,
Thanks for responding. I think I understand what you are looking for. I think in my conversations with some of the teams involved it would seem rather than having a piece of middleware it would be a better solution to make these changes in the Architect Flow for incoming calls as we have some scheduling capabilities in there. Hence my response back about using the Evaluate Schedule.
The idea of different duties based on time of day wasn't entirely clear here and the extra layer of intelligence you are seeking makes the idea of middleware or scheduled job makes more sense.
I am going to make some inquiries to the WFM team and get their thoughts.
Thanks, John
bblois | 2021-09-16 17:56:38 UTC | #7
Thank you, John!
John_Carnell | 2021-09-16 18:08:04 UTC | #8
No worries. I have talked to one of the WFM devs and he is going to take a look at your question and see if he can provide a better answer then what I have given.
Cheers, John
Behymer_Joe | 2021-09-16 18:08:21 UTC | #9
Hello. I'm on the WFM development team.
WFM doesn't schedule a particular agent for a particular queue at a point in time. Rather, we schedule the set of agents in the business unit for the set of requirements (planning groups) in the business unit. Therefore, there will be no way to tell whether AgentA is supposed to be on the Queue1/Phone on Monday and Queue2/SMS on Tuesday.
If your schedules were totally static, and you wanted to decide what amount of time each person spent on each activity instead of having the WFM scheduler decide that, then you could theoretically add custom Activity Codes in WFM that represent the various queues and media types you care about, and add those custom Activity Codes to a work plan in WFM. Agents scheduled against that work plan will then have those custom Activity Codes in their schedule, which your middleware could read and then update their queue assignment accordingly.
Hope this helps
system | 2021-10-17 18:09:12 UTC | #10
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