スケジュールを選択

機能の廃止:Genesys は、対応するすべてのチャット ウィジェット バージョンを通じて顧客に提供されている ACD Web Chat v2 のサポートを終了します。これは、以前に発表された ACD Web Chat v1 の廃止に続くものです。その結果、Predictive Engagement では、これらの従来の Web チャット バージョンのサポートも終了します。詳細については、「廃止予定」を参照してください。 ACD Web チャットの削除 (バージョン 2) 。 既存のすべてのお客様には、Web メッセージングと Messenger への移行をお勧めします。

前提条件

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.

概要

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.
スケジュールグループとスケジュールの作成については、 Schedules を参照してください。
重要
You can select a schedule group only when your action map offers a web chat or web messaging.

スケジュール

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.