Prerequisites
  • Routing > Schedule Group > Add, Edit, View, Delete permissions

When you create an operating schedule group, you can combine individual operating schedules into a single group, assign the operating schedules into a designated time zone, and group the operating schedules by type. Each operating schedule group must contain at least one open operating schedule.

Note: Genesys Cloud evaluates operating schedules in the following order:
  • Holiday
  • Closed
  • Open

If you activate Emergency routing, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday operating schedule.


To create an operating schedule group, perform these steps:

    1. Click Admin.
    2. Under Routing, click Operating Schedules. The Scheduling page opens to the Schedules tab.
    3. Click the Schedule Groups tab.
    4. Click . 
    5. In the Name box, type a unique name to represent the operating schedule. This name appears in your list of entries on the Schedules tab.

    6. From the Time Zone list, choose the time zone to which the grouped operating schedules apply.

      If the selected time zone uses daylight saving time (DST), this is factored into the time the operating schedule starts.

    7. In the Division list, select the division to which this operating schedule group belongs.

      An operating schedule group must belong to a division. The default is the Home division. Association with a division restricts which administrators are able to manage the operating schedule group. For more information, see Use divisions to manage access to outbound dialing objects.

    8. Choose the operating schedule you want to designate as open times:
      1. In the Schedules area, next to Open click .
      2. Click in the Select Schedule box. 
      3. Begin typing a few letters of the operating schedule.
      4. Select the operating schedule from the list.
      5. Click Add.
    9. Optionally repeat step 6 for each additional operating schedule you want to associate with open operating schedules.
    10. Choose the operating schedule you want to exclude from open operating schedules:
      1. In the Schedules area, next to Closed click .
      2. Click in the Select Schedule box.
      3. Begin typing a few letters of the operating schedule.
      4. Select it from the list. 
      5. Click Add.
    11. Optionally repeat step 9 for each additional operating schedule you want to associate with closed operating schedules.
    12. Choose the operating schedule you want to designate as for holidays:
      1. In the Schedules area, next to Holiday click .
      2. Click in the Select Schedule box.
      3. Begin typing a few letters of the operating schedule.
      4. Select it from the list. 
      5. Click Add.
    13. Optionally repeat step 10 for each additional operating schedule you want to associate with holiday operating schedules.
    14. Click Save Schedule Group.