Create a schedule group

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

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

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.

To create a schedule group, perform these steps:

    1. Click Admin.
    2. Under Routing, click Scheduling. 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 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 schedules apply.

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

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

      A 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 schedule group. For more information, see Use divisions to manage access to outbound dialing objects.

    8. Choose the 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 schedule.
      4. Select the schedule from the list.
      5. Click Add.
    9. Optionally repeat step 6 for each additional schedule you want to associate with open schedules.
    10. Choose the schedule you want to exclude from open 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 schedule.
      4. Select it from the list. 
      5. Click Add.
    11. Optionally repeat step 9 for each additional schedule you want to associate with closed schedules.
    12. Choose the 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 schedule.
      4. Select it from the list. 
      5. Click Add.
    13. Optionally repeat step 10 for each additional schedule you want to associate with holiday schedules.
    14. Click Save Schedule Group.