Select a schedule

AI-generated summary

Genesys Cloud enables selecting schedule groups and emergency schedule groups for action maps that offer web chat to restrict when the action map presents chat offers. Using a schedule group with open and closed schedules ensures agents have time to end chats before their shift ends. You can also activate an emergency schedule group to stop triggering associated action maps. Genesys Cloud provides reporting to see chats qualified outside agent schedules. Key capabilities include configuring dedicated schedule groups with end times before shift end, activating emergency groups, and viewing the Web Actions Outside Schedule metric.

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

PrerequisitesClick to expand

If your action map offers a web chat or web messaging, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat or web messaging interactions during their shifts.

Overview

For action maps that offer a web chat or web messaging, you can select schedule groups and emergency schedule groups, which restrict when the action map presents the offers to chat or web messaging. Using a schedule group ensures that your agents are not presented with new chats or web messaging 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 when your action map offers a web chat or web messaging.

Schedules

Schedule group: 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, chats, and web messaging. For the purposes of Genesys Predictive Engagement chats or web messaging, a schedule group must also include at least one closed schedule to indicate when agents are not available.

Note: We recommend a dedicated schedule group for Genesys Predictive Engagement chats and web messaging.

Note: Ensure that the end time of the schedule group is before the end time of the shift. For example, if the average duration of a chat or web messaging conversation is 10 minutes, and your contact center closes at 6:00 P.M., set the end time of the schedule group to 5:50 P.M. This setting helps to ensure that no chats or web messaging conversations are offered after 5:50 P.M. that they are wrapped up on time, and not left unanswered.

Emergency schedule group: Set of schedules that you can activate in an emergency situation. When you activate the emergency group, all the action maps associated with the schedules in the group stop triggering. For more information about activating emergency groups, see Activate or deactivate an emergency group.

Report on web chats and web messaging after hours

You can see how many visitors qualified for a chat or web messaging 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.

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