Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: marmota on July 24, 2020, 02:13:33 PM

Title: SL calculation for period of time
Post by: marmota on July 24, 2020, 02:13:33 PM

Hi!

We need to calculate SL during specific working hours (let's say 6am-8pm) so that calls that come during non-working hours are not considered at SL. Can you advise best approach how to do that?

1) limit working hours at routing (we don't want to go to this option);
2) apply User data to calls that come at non-working hours and then use it to clarify whether to calculate a call at SL;

Any other/better options?

Title: Re: SL calculation for period of time
Post by: cavagnaro on July 24, 2020, 09:16:09 PM

Get the query by hour and just consider the hours you need.

Title: Re: SL calculation for period of time
Post by: hsujdik on July 26, 2020, 04:36:53 AM

What kind of report are you considering? Real time (Pulse?)

If so, I like your own idea of using an User Data for filtering.

Title: Re: SL calculation for period of time
Post by: marmota on July 26, 2020, 10:17:47 PM

Thanks for advises! Will use User Data then.