Email SLA (exclude OOH times from reporting)

[postx]

Hi,
I am facing a requirement where I am struggling at moment...
It is related to Email routing, SLA and the correspondent reporting.

Time in reporting should only be counted against SLA / the service in the office hours.

Examples:
- Email arrives Friday evening (closed already) and weekend is closed => Reporting should count on Monday morning.
- Email arrives on Wednesday noon, no agent handled email until service closed Wednesday evening => only time till closed and than starting next morning should be counted

For the cases where email arrives during night or on weekends, my planned solution was to put hem into a new IQ with "Scheduled only", before I set the ScheduledAt to the next opneing time.
But I don't know how the handle it when Interaction are in routing to agent strategy and the office is closed.
Pull them out again to another IQ? How will this be counted etc.

Hope is is somehow clear what  I want to do...

Thanks a lot!

[Kubig]

In case you do not need automatic distribution, you can use the Workbin for these purposes.

[postx]

Hi, automatic distribution is needed.

But your answer triggered some new approach in my mind.
What if I put time-out of 60 sec into target agent block, after timeout red exit will be used to check if still inside open times, if not move to Closed IQ.
I am only afraid the numbers which are generated in IQs, email in worst case count multiple times...

[cavagnaro]

Maybe schedule strategies for doing nothing on out office hours?

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[Adam G]

In the back of my mind something is telling me you can set open/closed hours somewhere.... I will check and report back in this thread...

[Adam G]

...taking longer that I thought... I am sure there is an Option to set Operational Hours in either Interaction Routing within IRD/URS or the Reporting (ICON/GI2)...

I'll keep looking...

[postx]

Hi thanks for looking into this.
Hope you will find something, strange that this is not covered in Genesys knowlegdebase etc.

[cavagnaro]

I don't see how unless you create something on strategies where you can do almost anything. Your request is an exception. What if you have automatic answers? They won't work neither out of office? Customer can send emails any time they want so reporting vision must also adapt to this new channel.



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[postx]

Hi, no auto answer is fine from my point of view.

Will have multiple strategies and IQs anyway, something like this:

EmailIn_IQ => Classify / Screen Strategy => Handling_IQ => Send AutoACK & CheckTime Strategy => Routing_IQ / Closed_IQ => Route to Agent Startegy

[Adam G]

cav has a point...

You are being asked to define a level of Agent occupancy reporting for eServices, based on someone's understanding of  how Voice Interactions are reported.  Voice is "instant" and requires immediate attention and this is reflected in the SLA/reporting.  email is a "fire and forget" solution which can be stored, retrieved, held, worked and responded over much longer time periods.  Rather than trying to hammer in a reporting solution with "gaps" for open/closed hours, why not study how email is [i]actually [/i]reported and discuss it with your business..?