If your action map offers a web chat, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat interactions during their shifts.
- Configure the following permissions in Genesys Cloud:
- Routing > Schedule Group > View (to select a schedule group for your action map)
- Routing > Emergency Group > View (to select an emergency group for your action map)
- Create the schedule groups and emergency groups
For action maps that offer a web chat, you can select schedule groups and emergency schedule groups, which restrict when the action map presents the offers to chat. Using a schedule group ensures that your agents are not presented with new chats shortly before they expect to end their shift.For more information about creating schedule groups and schedules, see Schedules.
An emergency group is a set of schedules that you can activate in an emergency situation. When you activate the emergency group, all the action maps associated with the schedules in the group stop triggering. For more information about activating emergency groups, see Activate or deactivate an emergency group.
Report on web chats after hours
You can see how many visitors qualified for a chat outside of the hours when agents were scheduled to accept them. For more information, see the Web Actions Outside Schedule metric on the Action Map Performance report.