Dear all,
I have a question regarding the Evaluate Schedule Group Action in Chat flow.
We are using Genesys Webchat v2, and I need to check whether the CRC is open or closed, then send a message using a chat flow to customers.
I noticed whenever I changed the opening hours defined in my schedules, it is working fine for inbound call flow, but in inbound chat flow, it seems it doesn't change in real time.
When I use the Evaluate Schedule Action in chat flow, it works fine and got updated immediately.
Customer Care confirms some configurations are cached for a period of time. I confirm after runnig several tests, after about 5 min the Schedule Group applied the changes I've made.
So, here are my questions :
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Why when using only Evaluate Schedule Action , whenever I make a change, it is considered and applied in real time in my chat flow ? there is no cache for this use case ?
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I confirm, after runing several tests with the Evaluate Schedule Group Action, the changes wre applied only after 5min . it seems the cache comes into play for this use case ?
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Is there any documentation that point out to this cache, I just want to make sure this is an expected behaviour when it comes to chat flows. I need to warn supervisors to make sure they make the changes not at the last minutes to avoid problems.
Thank you in advance for your help and clarification !
Regards,
CHARAF
