ATC/Current/AdminGuide/Schedules - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:30Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Gayathri.jaishankar@genesys.com: Published

2021-10-26T10:43:19Z

Published

Barbara.martin@genesys.com: Published

2021-02-02T14:48:15Z

Published

Barbara.martin@genesys.com: Published

2020-12-17T17:49:49Z

Published

Barbara.martin@genesys.com: Published

2020-11-19T14:54:29Z

Published

Barbara.martin@genesys.com: Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191"

2020-11-19T12:48:45Z

Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191"

DannaShirley: Published

2020-09-22T10:30:27Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Schedule groups
|TocName=Schedule groups
|Context=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. This ensures that agents have time to end chat interactions during their shifts.
|ComingSoon=No
|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Telephony''' > '''Plugin''' > '''All''' (to create the schedule groups and emergency schedules)
*[https://help.mypurecloud.com/articles/schedules/ Create the schedule groups and emergency groups]
|Section={{Section
|sectionHeading=Overview
|anchor=Overview
|alignment=Vertical
|structuredtext=For action maps that offer a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chat}}, you can select schedule groups and emergency schedule groups, which restrict when the action map presents the offers to chat. This 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 [https://help.mypurecloud.com/articles/schedules/ Schedules].{{NoteFormat|You can select a schedule group only if your action map offers a web chat. |}}
|Status=No
}}{{Section
|sectionHeading=Schedule group
|anchor=ScheduleGroup
|alignment=Horizontal
|Media=Image
|image=ScheduleGroups.png
|structuredtext=A schedule group is a set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of Predictive Engagement chats, a schedule group must also include at least one closed schedule, which indicates when agents are not available.{{NoteFormat|We recommend a dedicated schedule group for Predictive Engagement chats.|}}{{NoteFormat|Make sure the end time of the schedule group is before the end time of the shift.

For example if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., define the end time of the schedule group to be 5:50 P.M. This ensures that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
|Status=No
}}{{Section
|sectionHeading=Emergency group
|anchor=EmergencyGroup
|alignment=Vertical
|structuredtext=An emergency group is a set of schedules that you can activate in an emergency situation. When you activate the emergency group, all of the action maps associated with the schedules in the group stop triggering. For more information on activating emergency groups, see [https://help.mypurecloud.com/articles/activate-or-deactivate-an-emergency-group/ Activate or deactivate an emergency group].
|Status=No
}}{{Section
|sectionHeading=Report on web chats after hours
|anchor=Report
|alignment=Vertical
|structuredtext=You can see how many customers were 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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}.
|Status=No
}}
}}

@@ Line 8: / Line 8: @@
 |Prereq='''Prerequisites'''
-*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
+*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 **'''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)

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Schedule groups
+|DisplayName=Select a schedule
-|TocName=Schedule groups
+|TocName=Select a schedule
 |Context=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.
 |ComingSoon=No
@@ Line 21: / Line 21: @@
 |Status=No
 }}{{Section
-|sectionHeading=Schedule group
+|sectionHeading=Schedules
 |anchor=ScheduleGroup
 |alignment=Horizontal
 |Media=Image
-|image=ScheduleGroups.png
+|image=Schedules.png
-|structuredtext=A schedule group is a set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of {{MINTYDOCSPRODUCT}} chats, a schedule group must also include at least one closed schedule to indicate when agents are not available.{{NoteFormat|We recommend a dedicated schedule group for {{MINTYDOCSPRODUCT}} chats.|}}{{NoteFormat|Ensure that the end time of the schedule group is before the end time of the shift.
+|structuredtext='''Schedule group:''' Set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of {{MINTYDOCSPRODUCT}} chats, a schedule group must also include at least one closed schedule to indicate when agents are not available.
-For example, if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., set the end time of the schedule group to 5:50 P.M. This setting helps to ensure that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
+{{NoteFormat|We recommend a dedicated schedule group for {{MINTYDOCSPRODUCT}} chats.|}}
-|Status=No
-}}{{Section
+{{NoteFormat|Ensure that the end time of the schedule group is before the end time of the shift. For example, if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., set the end time of the schedule group to 5:50 P.M. This setting helps to ensure that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
-|sectionHeading=Emergency group
-|anchor=EmergencyGroup
+'''Emergency schedule group:''' 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 [https://help.mypurecloud.com/articles/?p=155710 Activate or deactivate an emergency group].
 |Status=No
 }}{{Section

@@ Line 3: / Line 3: @@
 |DisplayName=Schedule groups
 |TocName=Schedule groups
-|Context=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. This ensures that agents have time to end chat interactions during their shifts.
+|Context=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.
 |ComingSoon=No
 |Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
@@ Line 9: / Line 9: @@
 *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
-**'''Telephony''' > '''Plugin''' > '''All''' (to create the schedule groups and emergency schedules)
+**'''Routing''' > '''Schedule Group''' > '''View''' (to select a schedule group for your action map)
 *[https://help.mypurecloud.com/articles/?p=41705 Create the schedule groups and emergency groups]
 |Section={{Section
@@ Line 15: / Line 16: @@
 |anchor=Overview
 |alignment=Vertical
-|structuredtext=For action maps that offer a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chat}}, you can select schedule groups and emergency schedule groups, which restrict when the action map presents the offers to chat. This ensures that your agents are not presented with new chats shortly before they expect to end their shift.
+|structuredtext=For action maps that offer a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=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 [https://help.mypurecloud.com/articles/?p=41705 Schedules].{{NoteFormat|You can select a schedule group only if your action map offers a web chat. |}}
+For more information about creating schedule groups and schedules, see [https://help.mypurecloud.com/articles/?p=41705 Schedules].{{NoteFormat|You can select a schedule group only when your action map offers a web chat. |}}
 |Status=No
 }}{{Section
@@ Line 25: / Line 26: @@
 |Media=Image
 |image=ScheduleGroups.png
-|structuredtext=A schedule group is a set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of Predictive  Engagement chats, a schedule group must also include at least one closed schedule, which indicates when agents are not available.{{NoteFormat|We recommend a dedicated schedule group for Predictive Engagement chats.|}}{{NoteFormat|Make sure the end time of the schedule group is before the end time of the shift.
+|structuredtext=A schedule group is a set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of {{MINTYDOCSPRODUCT}} chats, a schedule group must also include at least one closed schedule to indicate when agents are not available.{{NoteFormat|We recommend a dedicated schedule group for {{MINTYDOCSPRODUCT}} chats.|}}{{NoteFormat|Ensure that the end time of the schedule group is before the end time of the shift.
-For example if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., define the end time of the schedule group to be 5:50 P.M. This ensures that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
+For example, if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., set the end time of the schedule group to 5:50 P.M. This setting helps to ensure that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
 |Status=No
 }}{{Section
@@ Line 33: / Line 34: @@
 |anchor=EmergencyGroup
 |alignment=Vertical
-|structuredtext=An emergency group is a set of schedules that you can activate in an emergency situation. When you activate the emergency group, all of the action maps associated with the schedules in the group stop triggering. For more information on activating emergency groups, see [https://help.mypurecloud.com/articles/?p=155710 Activate or deactivate an emergency group].
+|structuredtext=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 [https://help.mypurecloud.com/articles/?p=155710 Activate or deactivate an emergency group].
 |Status=No
 }}{{Section
@@ Line 39: / Line 40: @@
 |anchor=Report
 |alignment=Vertical
-|structuredtext=You can see how many visitors were 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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}.
+|structuredtext=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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}.
 |Status=No
 }}
 }}