Open Forum

We have what I believe is a use case that is not all that unique and that in a prior life was solved by a custom script and I am hoping that maybe someone here has either created a similar script or has the skill to create a script that would solve the issue. 

Situations:
Saturdays are a low volume day covered by volunteers, our WFM team enables all the appropriate queues for those volunteers on Fridays and then on Monday mornings gets those CSRs back to their regular queue assignment.

M - F during certain times, i.e. 8 a.m. - 9 a.m. & 7 p.m. - 9 p.m. we may also have to add queues to people because of low volume across the different queues and the specialty nature of some of those queues. 

The script that was created in the past in another system simply had a Time of Day rule that would trigger the script to run, and if the time of day was "OPEN" (not related to any specific queue, it was specific to the script), it would run and Enable the Skills/Queues for all the CSRs who were logged in who had those Skills/Queues in their profile. When the Time of Day rule showed "Closed", the script would continuously run ensuring that the proper queues were enabled. 

This would remove the need from our WFM team from Enabling/Un-Enabling skills.   

Has anyone done that?  




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Pedro Fred
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Hi Pedro,

If I understand correctly, you could have multiple schedules setup in the main settings on the config manager.  Then create a script that first will check the schedules like in my attachment.  First it will check if it is business hours.  If it is outside of a certain schedule, it will move to the Closed section.  In here you can set another schedule.  This new schedule could be a direct copy of the in-hours script but we can just edit which queues it points to.  that way you don't have to manually move agents around, the script will just point where it needs to go.



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Drew Vance
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Original Message:
Sent: 02-07-2023 05:56
From: Pedro Fred
Subject: Time of Day - Day of Week Automated Queue Enable Script

We have what I believe is a use case that is not all that unique and that in a prior life was solved by a custom script and I am hoping that maybe someone here has either created a similar script or has the skill to create a script that would solve the issue. 

Situations:
Saturdays are a low volume day covered by volunteers, our WFM team enables all the appropriate queues for those volunteers on Fridays and then on Monday mornings gets those CSRs back to their regular queue assignment.

M - F during certain times, i.e. 8 a.m. - 9 a.m. & 7 p.m. - 9 p.m. we may also have to add queues to people because of low volume across the different queues and the specialty nature of some of those queues. 

The script that was created in the past in another system simply had a Time of Day rule that would trigger the script to run, and if the time of day was "OPEN" (not related to any specific queue, it was specific to the script), it would run and Enable the Skills/Queues for all the CSRs who were logged in who had those Skills/Queues in their profile. When the Time of Day rule showed "Closed", the script would continuously run ensuring that the proper queues were enabled. 

This would remove the need from our WFM team from Enabling/Un-Enabling skills.   

Has anyone done that?  




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Pedro Fred
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