Overview

Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.

Current Limitations:

Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.

Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly before opening may therefore remain delayed unnecessarily.

Different operating schedules: A single waiting period cannot reliably accommodate time zones, weekend hours, and community-specific exceptions.

Manual intervention: Administrators or agents must manage queue participation to prevent premature delivery, creating additional workload and inconsistent handling.

Proposed Enhancement:

Introduce automatic after-hours holding and release based on each digital queue’s configured business schedule.

The enhancement should:

-Hold pending emails while the associated community’s queue is closed.
-Make held emails eligible for normal routing when that queue opens, regardless of when they arrived.
-Prevent agent login or availability from triggering delivery before opening.
-Respect each queue’s time zone, weekend schedule, and configured exceptions.
-Preserve community identification and interaction history.
-Exclude closed-hours waiting from relevant speed-to-lead calculations while retaining separate after-hours volume reporting.

For example, an email received one hour before a community opens should become eligible for delivery at opening, without an additional fixed waiting period.