DES/Current/Designer/BusinessHrs - Revision history

WikiSysop at 07:30, July 13, 2023

2023-07-13T07:30:43Z

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/BusinessHrs to DES/Current/Designer/BusinessHrs: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:58:44Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/BusinessHrs to DES/Current/Designer/BusinessHrs: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

2020-12-08T20:48:02Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:51Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:25Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:21:24Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Business Hours Block
|TocName=Business Hours Block
|Context=Use the Business Hours block to inform customers that your business is closed.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=You can use the '''Business Hours''' block in the '''Initialize''', '''Self Service''', or '''Assisted Service''' phase to inform customers that your business is closed. You can also choose to end the interaction at this point.

{{NoteFormat|The hours that you define in the '''Business Hours''' block are based on the application's time zone setting. To set the application time zone, select the '''Initialize''' phase and open the '''System Variables''' tab. Click the drop-down menu in the '''Timezone''' row and select a value. You can override the default time zone setting by selecting a variable in the '''Set Timezone''' section of the '''Business Hours''' tab.|2}}
|Status=No
}}{{Section
|sectionHeading=Business Hours tab
|anchor=BusinessHourstab
|alignment=Vertical
|structuredtext=To set your business hours, select each '''Day''' you are open and specify the '''Start Time''' and '''End Time''' for each day.

====Open All Day====
Select if your business is open for that entire day.

====No End Time====
Select if there is no set end time for the given day (this option only appears if the business is not closed for that day and the '''Open All Day''' option is not enabled).

====Terminate the call if it is outside Business Hours====
Select to end calls that come in outside of business hours.

====Use Business Hours defined in Business Controls====
If you prefer to use a specific shared business hours resource that you've defined on the {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|anchor=top|display text=Business Controls}} page, enable this option and select it from the list of defined business hours resources.

Alternatively, you can specify a variable to be used dynamically while the application runs. Select '''Variable?''' to specify a user-defined variable that holds the name of a Business Hours resource. If this resource will be read from a data table, you must also select '''From Data Table?''' to indicate that the variable holds the result of a data table lookup. Otherwise, the result will not be evaluated correctly.

{{NoteFormat|
* If the Business Hours are being determined dynamically at runtime, you can't mix user-defined variables (for example, <tt>varDepartmentName + “_PrimaryHours"</tt>) with variables retrieved from data table lookups. Make sure you check the appropriate box to indicate the type of variable being used.
* No matter which method you use, the name stored in the variable must match one of the Business Hour objects you created on the {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|anchor=top|display text=Business Controls}} page.}}

====Timezone Override====
Select a variable that will override the time zone setting for the application.

=====Example 1=====
[[File:des_bh_business_hours.PNG]]

=====Example 2=====
[[file:des_businesshours_bushours_1b.png]]
|Status=No
}}{{Section
|sectionHeading=Closed Messages tab
|anchor=ClosedMessagestab
|alignment=Vertical
|structuredtext=In the '''Closed Messages''' tab, you can select the messages to play or send to customers when your business is closed. If your application is a Default application type, you can specify the prompts to play for voice or chat customers. For Digital application types, you can select an acknowledgement message from the {{Link-SomewhereInThisVersion|manual=Designer|topic=DigitalResourcesBar|display text=Digital Resources Collection}} that will be emailed to customers.

{{NoteFormat|See the {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message block page}} for information on how to use prompts.|2}}

[[File:des_businesshours_closed.png]]
|Status=No
}}{{Section
|sectionHeading=Results tab
|anchor=Resultstab
|alignment=Vertical
|structuredtext=You can assign a variable to the '''Set the result of Block operation status in this variable''' property to store the result of the block operation check. If specified, the variable is assigned the Boolean value of '''true''' or '''false''', to indicate if the block operation completed without errors.

You can assign a variable to the '''Store the result of Business hours check in this variable''' property if you need to use the result of the check later in application. If specified, the variable is assigned the Boolean value of '''true''' or '''false'''.

You can assign a variable to the '''Store the number of minutes before the business is opened''' to track how long until the business is open, if it is currently closed. If the business is open, this variable is set to 0. The maximum value returned is the number of minutes until the end of week (Sunday to Saturday). (This feature is supported only for Business Hours defined in Business Controls.)

You can assign a variable to the '''Store the number of minutes before the business is closed''' to track how long until the business is closed, if it is currently open. If the business is closed, this variable is set to 0. (This feature is supported only for Business Hours defined in Business Controls.)

You can assign a variable to the '''Store the business hours schedule in this variable''' property if you need to read the business hours schedule later in the application. If specified, the variable is assigned a JSON object. The JSON object structure is:

<source lang="text">
{
"days": [
{"name": "Sunday","closed": true,"range": [{"starttime": "","endtime": ""}]},
{"name": "Monday","closed": false,"range": [{"starttime": "1000","endtime": "1800"}]},
{"name": "Tuesday","closed": false,"range": [{"starttime": "1000","endtime": "1800"}]},
{"name": "Wednesday","closed": false,"range": [{"starttime": "1000","endtime": "1800"}]},
{"name": "Thursday","closed": false,"range": [{"starttime": "1000","endtime": "1800"}]},
{"name": "Friday","closed": false,"range": [{"starttime": "1000","endtime": "1800"}]},
{"name": "Saturday","closed": false,"range": [{"starttime": "1100","endtime": "1700"}]}
]
}
</source>

This JSON object can be used in expressions for the '''Assign Variables''' block and prompt values for the '''Play Message''' block.
|Status=No
}}{{Section
|sectionHeading=Using Business Hour Values in Prompts
|anchor=UsingBusinessHourValuesinPrompts
|alignment=Vertical
|structuredtext=You can also use the '''Business Hours''' block to announce business hours in prompts. For example, you could use an {{Link-SomewhereInThisVersion|manual=Designer|topic=AssignVar|display text=Assign Variables}} block to assign the following variables:

[[File:des_bh_assign_variables.PNG]]

Then, set up the prompt to announce the '''End Time''' value for Wednesday:

*In the {{Link-SomewhereInThisVersion|manual=Designer|topic=PlayMessage|display text=Play Message}} block, click '''Add Prompt'''.
*Choose '''TTS''' as the '''Type'''.
*Enable the '''Var?''' checkbox, and select '''var_endtime''' as the '''Value'''.

[[File:des_bh_prompt_variables.PNG]]

{{NoteFormat|The <tt>days[n]</tt> range is from from <tt>0</tt> to <tt>6</tt>, with <tt>0</tt> representing Sunday and <tt>6</tt> representing Saturday.}}
|Status=No
}}{{Section
|sectionHeading=Scenarios
|anchor=Scenarios
|alignment=Vertical
|structuredtext=If you want to:

*Specify that the business is closed after 4 p.m. on Thursdays
**Set the '''End Time''' value on Thursday to 4:00 PM

*Play a message if a customer calls after business hours, and then end the call
**On the '''Business Hours''' tab, enable the '''Terminate the call if it is outside Business Hours''' checkbox.
**On the '''Closed Messages''' tab, create a prompt.

*Specify business hours for a different timezone than the one the application is running in
**In the '''Intialize''' phase, assign a value to the '''timezone''' variable (remember that string values must be surrounded by single quotes — for example, 'UTC').
**On the '''Business Hours''' tab, select the '''timezone''' variable from the '''Set Timezone''' section.
|Status=No
}}
}}

@@ Line 51: / Line 51: @@
 |anchor=ClosedMessagestab
 |alignment=Vertical
 |structuredtext=In the '''Closed Messages''' tab, you can select the messages to play or send to customers when your business is closed. If your application is a Default application type, you can specify the prompts to play for voice or chat customers. For Digital application types, you can select an acknowledgement message from the {{Link-SomewhereInThisVersion|manual=Designer|topic=DigitalResourcesBar|display text=Digital Resources Collection}} that will be emailed to customers.
 {{NoteFormat|See the {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message block page}} for information on how to use prompts.|2}}
-[[File:des_businesshours_closed.png]]
+[[File:des_businesshours_closed_new.png]]
 |Status=No
 }}{{Section

← Older revision	Revision as of 13:58, April 21, 2021
(No difference)

@@ Line 111: / Line 111: @@
 |structuredtext=If you want to:
-*Specify that the business is closed after 4 p.m. on Thursdays
+===Specify that the business is closed after 4 PM on Thursdays===
-*Play a message if a customer calls after business hours, and then end the call
+*Set the '''End Time''' value on Thursday to 4:00 PM
-*Specify business hours for a different timezone than the one the application is running in
+===Play a message if a customer calls after business hours, and then end the call===
-**In the '''Intialize''' phase, assign a value to the '''timezone''' variable (remember that string values must be surrounded by single quotes — for example, 'UTC').
-**On the '''Business Hours''' tab, select the '''timezone''' variable from the '''Set Timezone''' section.
+*On the '''Business Hours''' tab, enable the '''Terminate the call if it is outside Business Hours''' checkbox.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use the Business Hours block to inform customers that your business is closed.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/BusinessHrs - Revision history

WikiSysop at 07:30, July 13, 2023

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/BusinessHrs to DES/Current/Designer/BusinessHrs: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"