Difference between revisions of "ATC/Current/AdminGuide/Schedules"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
− | |DisplayName= | + | |DisplayName=Select a schedule |
− | |TocName= | + | |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. | + | |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 | |ComingSoon=No | ||
|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud | |Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud | ||
|Prereq='''Prerequisites''' | |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) | ||
*[https://help.mypurecloud.com/articles/?p=41705 Create the schedule groups and emergency groups] | *[https://help.mypurecloud.com/articles/?p=41705 Create the schedule groups and emergency groups] | ||
|Section={{Section | |Section={{Section | ||
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|anchor=Overview | |anchor=Overview | ||
|alignment=Vertical | |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. | + | |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 | + | 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 | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading= | + | |sectionHeading=Schedules |
|anchor=ScheduleGroup | |anchor=ScheduleGroup | ||
|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
− | |image= | + | |image=Schedules.png |
− | |structuredtext= | + | |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., | + | {{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., 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}} | |
− | + | ||
− | + | '''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 | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=Report | |anchor=Report | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |structuredtext=You can see how many | + | |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 | |Status=No | ||
}} | }} | ||
}} | }} |
Latest revision as of 21:27, November 9, 2021
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.
Prerequisites
- 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)
- Create the schedule groups and emergency groups
Overview
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.Schedules
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 Genesys Predictive Engagement chats, a schedule group must also include at least one closed schedule to indicate when agents are not available.
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.