stephane.laberge1 | 2024-07-04 18:01:58 UTC | #1
When a call is coming, I evaluate it against a scheduled group, which is either open, close or else. In "close" I have set 2 "stop" schedules that permit calls for another half hour but with different treatment. I would like to evaluate my call timestamp against those 2 "stop" schedules. Is there a way to achieve this?
MelissaBailey | 2024-07-09 15:49:15 UTC | #2
Do you mean using a call route or the evaluate schedule group action inside the flow? You can use the evaluate schedule group action multiple times inside a flow if you want to.
https://help.mypurecloud.com/articles/about-call-routing/ https://help.mypurecloud.com/articles/evaluate-schedule-group-action/
stephane.laberge1 | 2024-07-09 17:14:28 UTC | #3
I was trying to evaluate the schedule group. But I change my approach now that I understand a bit better how it works. In the Schedule Group, I have set all my 4 schedule as open, and then I will evaluate the schedule that is return by the previous verification (schedule group) if it is one of the 2 that let the call to be route to agent.
system | 2024-08-08 17:14:52 UTC | #4
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 27092