If this has already been discussed somewhere, please feel free to direct me to those posts.
Once each week, on Thursday, we have a scheduled Customer Service Meeting and I need to shut down the ACD system during that time.
We used to have two meetings, and when creating schedules I would split the agent group so that we could provide phone coverage during that time, but we're facing some staffing issues and have now opted for one weekly meeting to minimize the overall impact on our customers during these meetings.
We've only been live with Genesys Cloud CX since the end of September, so I'm by no means an expert. I have figured out how to set up an automatic shut down during this time, from 10:00-11:00, to occur each week on Thursdays when we have this meeting. The issue is that I'd like to have some customized messaging that plays only during the weekly meeting shut down.
Currently, what I've been doing is this. Each Thursday morning, I am adding in a reminder message that plays prior to the call entering the open or closed messaging (we open the system at 9:00am) to remind our customers of the one hour closure that day, and then I replace the normal closed message with one I have created specifically for this meeting time, indicating the closure and that agents will again be available after the meeting at 11:00am.
This works, but it's very tedious and I'm looking for a way to automate this process.
My initial thoughts are that I'll need to create, or duplicate, the flow in Architect and assign a specific schedule for Thursday only in the Schedule Check portion of the flow.
The schedule for the existing/current flow would also need to be modified to remove Thursday from it.
Does anyone else have any suggestions for an alternate method to accomplish this?
I am going to suggest 2x options here. you can decide what works best for you.
Option 1
Create 2x new recurring schedules for Thursday [ PreMeetingSch 9am-10am & MeetingSch 10am-11am ).
In the Flow use Evaluate Schedule block to check for the PreMeetingSch schedule at the start. Under the Active path play the Meeting Reminder Message and under Inactive path do nothing. Then set your next block to play your standard Welcome Greeting (I am assuming here that you have a separate reminder message and the standard message. but if it is single file then you can play the Greeting with Meeting Reminder under Active Path and Normal Greeting under Inactive path)
Next Block will be another Evaluate Schedule block to check for the MeetingSch schedule, under the Active path play the Shutdown Message along with the action (hang up or callback or voicemail whatever the shutdown action is) and under Inactive path configure your normal call treatment.
You don't need to modify the Normal Thursday schedule.
Option 2
You can utilize Data Table to enable/disable prompts. For instance, in your case you may have 2x controls MeetingReminder and MeetingClosure with Boolean Field. In your Flow, check the status of MeetingReminder and MeetingClosure and define the relevant actions i.e. under True path play the relevant meeting messages & actions and under the False path, continue with normal call treatment.
Please note that in this case you will need to manually enable/disable the MeetingReminder and MeetingClosure actions on Thursday. You can always grant limited access to other privileged users so they can enable/disable these controls as needed. But you don't need to modify the Normal Thursday schedule in this case too.
Also in Data Table option, you can have another field to define the PromptName against each control and in the Flow retrieve the Prompt Name then use Find User Prompt block to search then Play the prompt. This way you can point your flow to use different prompts.
I hope these options will assist achieving what you are trying to do.
Thank you for your insight, Zubair. I think I'll experiment a bit with the first option you're suggesting and see if I can make that option do what I'd like it to do.
Update, I have incorporated your suggestion and tested it successfully! I'm pretty stoked. Thank you again for your help with this!
