SL calculation for period of time

Genesys Cloud Routing
1

Hi!

We need to calculate SL during specific working hours (let’s say 6am-8pm) so that calls that come during non-working hours are not considered at SL. Can you advise best approach how to do that?

  1. limit working hours at routing (we don’t want to go to this option);
  2. apply User data to calls that come at non-working hours and then use it to clarify whether to calculate a call at SL;

Any other/better options?

2

Get the query by hour and just consider the hours you need.

3

What kind of report are you considering? Real time (Pulse?)

If so, I like your own idea of using an User Data for filtering.

4

Thanks for advises! Will use User Data then.