Series: Add schedules and configure IVR routing

Create the schedule group


Defining and managing schedules can be cumbersome. To help with this process, use schedules with schedule groups to allow more flexibility in how your organization manages routing hours. Schedules are the blocks of time for which a call route is selected. Schedule Groups allow you to combine multiple schedules and associate them to a singular routing definition. You can assign the schedules into a designated time zone and group them by type. Types are limited to Open Hours or Closed Hours. 

Prerequisites
  • Telephony > Plugin > All permission

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:
  • Emergency
  • Holiday
  • Closed
  • Open

Unless an emergency schedule is activated, the default evaluation is Closed.

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.
    7. 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.
    8. Optionally repeat step 6 for each additional schedule you want to associate with open schedules.
    9. 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.
    10. Optionally repeat step 9 for each additional schedule you want to associate with closed schedules.
    11. 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.
    12. Optionally repeat step 10 for each additional schedule you want to associate with holiday schedules.
    13. Click Save Schedule Group.


    Configure the schedule’s recurrence settings :Previous Suggested Article Next Suggested Article: Configure flow routing