Schedule groups

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.

Prerequisites

• Configure the following permissions in Genesys Cloud:
  • Telephony > Plugin > All (to create the schedule groups and emergency schedules)
• 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. 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 Schedules.

Important

You can select a schedule group only if your action map offers a web chat.

Schedule group

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.

Important

We recommend a dedicated schedule group for Predictive Engagement chats.

Tip

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.

Emergency group

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 Activate or deactivate an emergency group.

Report on web chats after hours

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 Action Map Performance report.