Create Schedules

Use Interaction Administrator to create schedules for the processing of IWeb interactions. These schedules can prevent IWeb interactions from being processed or transferred to queues during certain hours, can be shared across multiple queues, or used exclusively for a single queue.

These schedules define the dates and times of day when your agents are available to accept chat invitations from customers. You can define schedules to handle recurring events, holidays, your regular business hours, after-hours support, or an office closing due to poor weather conditions. If you do not define IA schedules for IWeb interactions, then IWeb interactions are accepted and processed 24 hours a day, seven days a week.

Tip: Use any name you want for these IA schedules. The names are not case-sensitive, but are space-sensitive. For information about creating schedules, see the Interaction Administrator Help at https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/interaction_administrator_help.htm.

Schedule action

A custom SCHEDULE attribute value indicates an action for each schedule. CIC performs the action when the arrival of a web interaction matches the dates, days, and times configured in an active schedule applied globally or to a specific workgroup.

Interaction Attendant schedules

You can also use these Interaction Administrator schedules as system schedules by referencing them from Interaction Attendant. You can use the same schedule for both calls and IWeb interactions. You cannot use a schedule created in Interaction Attendant for IWeb interaction processing.

Tip: For information about how to reference Interaction Administrator schedules from Interaction Attendant, see the Interaction Attendant Help at https://help.genesys.com/cic/mergedProjects/wh_iat/desktop/interaction_attendant_help.htm.