Series: Add operating schedules and configure call routes

Create an operating schedule

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

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

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.

Next, configure the operating schedule’s recurring settings.

Add schedules and configure interaction routing :Previous Suggested Article Next Suggested Article: Configure the operating schedule’s recurrence settings