Create a schedule

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

Use schedules to determine how to manage routing for inbound and outbound interactions. For example, a schedule can determine which flow to run during open or closed hours.

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

If Emergency routing is activated, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday schedule.

Create the schedule

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

    6. In the Division list, select the division to which this schedule belongs.

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

    7. To select how frequently you want the schedule to run, do one of the following:
      • If the schedule is a one-time occurrence, leave the default Repeating event setting unchanged.
      • If the schedule is recurring, enable the Repeating event setting.

    The subsequent configuration options change, depending on your selection. 

     

    Configure the schedule’s recurrence settings

    For instructions on configuring a specific recurrence setting for the schedule, click to the appropriate tab.

    If the schedule is a one-time occurrence and the default Repeating event setting is inactive, perform the following steps:

    1. Click in the first calendar box and select the date in which to start the schedule.
    2. To set up the schedule duration, do one of the following:
      • To run the schedule for a specific duration, click in the start and end time boxes and use the arrows to select the duration.
      • To run the schedule continuously for the entire duration of the selected date or dates, click All Day.
    3. Click in the last calendar box and select the date in which to stop the schedule.
    4. Click Save. 

    If the schedule is a daily occurrence and the Repeating event setting is active, perform the following steps:

    1. Configure the schedule frequency:
      1. Next to Repeats every, select the frequency in which you want the schedule to run. For example, to set a schedule that happens every 10 days, enter 10. The default frequency option is every one day.
      2. Click the Frequency list and select Day.
    2. To determine time range in which to run the schedule, do one of the following:
      • To run the daily schedule within a specific time range, leave the default All Day setting disabled and do one of the following:
        1. To set daily start and end times, click in the Time boxes and enter the time range for the schedule's start and end times.
        2. To set a daily start and end duration, do the following:
          1. Click set duration.
          2. In the Start box, enter the time of day in which you want the schedule to begin.
          3. In the Lasts duration boxes, enter the number of days, hours, and minutes to set the schedule duration.
      • To run the schedule continuously for the entire duration of the selected dates, enable the All Day setting.
    3. Next to Start, specify when to begin the recurring schedule:
      • To run the schedule on a certain date, leave the default On date setting unchanged and then click the calendar to choose the specific start date.
      • To run the schedule the next time it meets the specified calendar rule, select Next time the criteria is met.
    4. Next to End, choose when to end the schedule:
      • To run the schedule indefinitely, leave the default No end date setting unchanged.
      • To end the schedule after a specific number of days, select After and then enter the number of occurrences.
      • To end the schedule after a specific date, select On date and then click the calendar to select the ending date.
    5. Click Save. Under Next Occurrences, the system displays the first few scheduled occurrence dates. 

    Note: (Optional) Click iCal Rule to add or modify a calendar rule manually.

    iCal rule examples:

    • FREQ=DAILY;INTERVAL=1 (daily on the specified date and for the specified interval, with no end date)
    • FREQ=DAILY;INTERVAL=7;COUNT=12 (every seven days on the specified date and specified interval, ending after 12 occurrences) 

    If the schedule is a weekly occurrence and the Repeating event setting is active, perform the following steps:

    1. Configure the schedule frequency:
      1. Next to Repeats every, select the frequency in which you want the schedule to run. For example, to set a schedule that happens every four weeks, enter 4. The default frequency option is every one week.
      2. Click the Frequency list and select Week.
      3. Next to Every, click the days for each day in which to apply the schedule.
    2. To determine time range in which to run the schedule, do one of the following:
      • To run the weekly schedule within a specific time range, leave the default All Day setting disabled and do one of the following:
        1. To set weekly start and end times, click in the Time boxes and enter the time range for the schedule's start and end times.
        2. To set a weekly start and end duration, do the following:
          1. Click set duration.
          2. In the Start box, enter the time of day in which you want the schedule to begin.
          3. In the Lasts duration boxes, enter the number of days, hours, and minutes to set the schedule duration.
      • To run the schedule continuously for the entire duration of the selected dates, enable the All Day setting.
    3. Next to Start, specify when to begin the recurring schedule:
      • To run the schedule on a certain date, leave the default On date setting unchanged and then click the calendar to choose the specific start date.
      • To run the schedule the next time it meets the specified calendar rule, select Next time the criteria is met.
    4. Next to End, choose when to end the schedule:
      • To run the schedule indefinitely, leave the default No end date setting unchanged.
      • To end the schedule after a specific number of days, select After and then enter the number of occurrences.
      • To end the schedule after a specific date, select On date and then click the calendar to select the ending date.
    5. Click Save. 
    6. Under Next Occurrences, the system displays the first few scheduled occurrence dates. 

    Note: (Optional) Click iCal Rule to add or modify a calendar rule manually.

    iCal rule examples:

    • FREQ=WEEKLY;INTERVAL=1;BYDAY=MO,WE,FR (weekly on Mondays, Wednesdays, and Fridays for the specified interval, with no end date)
    • FREQ=WEEKLY;UNTIL=20190101T000000Z;INTERVAL=2;BYDAY=SA (every other Saturday for the specified interval, ending on October 1, 2019)

    If the schedule is a monthly occurrence and the Repeating event setting is active, perform the following steps:

    1. Configure the schedule frequency:
      1. Next to Repeats every, select the frequency in which you want the schedule to run. For example, to set a schedule that happens every other month, enter 2. The default frequency option is every one month.
      2. Click the Frequency list and select Month.
    2. Choose the day of the month on which to run the schedule:
      • To run the schedule on a specific date or dates of the month, click On and then enter the calendar day or days. For example, to run the report on day 10, enter 10. To run the schedule on day 1 and day 15 of the month, enter 1,15.
      • To run the schedule on a specific day of the week during the month, do one of the following:
        • To run the schedule only if the day of the week is a specific day, click If day is and then click the preferred day.
        • To run the schedule on the first occurrence of a specific day of the month, click First and then click the preferred day. For example, the first Tuesday of every month.
        • To run the schedule on the second occurrence of a specific day of the month, click Second and then click the preferred day or days.
        • To run the schedule on the third occurrence of a specific day of the month, click Third and then click the preferred day. 
        • To run the schedule on the fourth occurrence of a specific day of the month, click Fourth and then click the preferred day. 
        • To run the schedule on the last occurrence of a specific day of the month, click Last and then click the preferred day. 
    3. (Optional) Add a conditional rule.
      Note: Use a conditional rule to set an extra parameter that determines when to run the schedule. For example, if you chose to run the schedule on the first date of every month but only want to run it if day 1 is a weekday, select If day is and then click Mo, Tu, We, Th, and Fr.
    4. To determine time range in which to run the schedule, do one of the following:
      • To run the monthly schedule within a specific time range, leave the default All Day setting disabled and do one of the following:
        1. To set monthly start and end times, click in the Time boxes and enter the time range for schedule's start and end times.
        2. To set a monthly start and end duration, do the following:
          1. Click set duration.
          2. In the Start box, enter the time of day in which you want the schedule to begin.
          3. In the Lasts duration boxes, enter the number of days, hours, and minutes to set the schedule duration.
      • To run the schedule continuously for the entire duration of the selected dates, enable the All Day setting.
    5. Next to Start, specify when to begin the recurring schedule:
      • To run the schedule on a certain date, leave the default On date setting unchanged and then click the calendar to choose the specific start date.
      • To run the schedule the next time it meets the specified calendar rule, select Next time the criteria is met.
    6. Next to End, choose when to end the schedule:
      • To run the schedule indefinitely, leave the default No end date setting unchanged.
      • To end the schedule after a specific number of days, select After and then enter the number of occurrences.
      • To end the schedule after a specific date, select On date and then click the calendar to select the ending date.
    7. Click Save.
    8. Under Next Occurrences, the system displays the first few scheduled occurrence dates. 

    Note: (Optional) Click iCal Rule to add or modify a calendar rule manually.

    iCal rule examples:

    • FREQ=MONTHLY;BYMONTHDAY=5;INTERVAL=1 (the fifth day of every month for the specified interval, with no end date)
    • FREQ=MONTHLY;BYMONTHDAY=1;INTERVAL=2;BYDAY=TU;COUNT=6 (day 1 of every other month for the specified interval if the date falls on a Tuesday, ending after six occurrences)

    If the schedule is a yearly occurrence and the Repeating event setting is active, perform the following steps:

    1. Configure the schedule frequency:
      1. Next to Repeats every, select the frequency in which you want the schedule to run. For example, to set a schedule that happens every other year, enter 2. The default frequency option is every one year.
      2. Click the Frequency list and select Years.
      3. Click the Month in which you want the schedule to run.
    2. Choose the day of the month on which to run the schedule:
      • To run the schedule on a specific date of the month, click On and then enter the calendar day. For example, to run the report on the 10th day of the month, enter 10. To run the schedule on day 1 and day 15 of the month, enter 1,15.
      • To run the schedule on a specific day of the week during the year, do one of the following:
        • To run the schedule only if the day of the week is a specific day, click If day is and then click the preferred day.
        • To run the schedule on the first occurrence of a specific day of the week during the year, click First and then click the preferred day. For example, the first Tuesday of every month.
        • To run the schedule on the second occurrence of a specific day of the week during the year, click Second and then click the preferred day.
        • To run the schedule on the third occurrence of a specific day of the week during the year, click Third and then click the preferred day. 
        • To run the schedule on the fourth occurrence of a specific day of the week during the year, click Fourth and then click the preferred day. 
        • To run the schedule on the last occurrence of a specific day of the week during the year, click Last and then click the preferred day. 
    3. (Optional) Add a conditional rule.
      Note: Use a conditional rule to set an extra parameter that determines when to run the schedule. For example, if you chose to run the yearly schedule on the first date of every month but only want to run it if day 1 is a Sunday, select If day is and then click Su.
    4. To determine time range in which to run the schedule, do one of the following:
      • To run the yearly schedule within a specific time range, leave the default All Day setting disabled and do one of the following:
        1. To set yearly start and end times, click in the Time boxes and enter the preferred time range.
        2. To set a yearly start and end duration, do the following:
          1. Click set duration.
          2. In the Start box, enter the time of day in which you want the schedule to begin.
          3. In the Lasts duration boxes, enter the number of days, hours, and minutes to set the schedule duration.
      • To run the schedule continuously for the entire duration of the selected dates, enable the All Day setting.
    5. Next to Start, specify when to begin the recurring schedule:
      • To run the schedule on a certain date, leave the default On date setting unchanged and then click the calendar to choose the specific start date.
      • To run the schedule the next time it meets the specified calendar rule, select Next time the criteria is met.
    6. Next to End, choose when to end the schedule:
      • To run the schedule indefinitely, leave the default No end date setting unchanged.
      • To end the schedule after a certain number of days, select After and then enter the number of occurrences.
      • To end the schedule after a specific date, select On date and then click the calendar to select the ending date.
    7. Click Save. 
    8. Under Next Occurrences, the system displays the first few scheduled occurrence dates. 

    Note: (Optional) Click iCal Rule to add or modify a calendar rule manually.

    iCal rule examples:

    • FREQ=YEARLY;INTERVAL=1;BYMONTH=12;BYMONTHDAY=25;BYDAY=MO,TU,WE,TH,FR;BYSETPOS=1 (December 25 for the specified interval if the date falls on a Monday, Tuesday, Wednesday, Thursday, or Friday, with no yearly end date)
    • FREQ=YEARLY;WKST=SU;BYMONTH=5;INTERVAL=1;BYDAY=MO;BYSETPOS=-1 (the last Monday in May for the specified interval, with no end date)