Prerequisites
  • Telephony > Plugin > All permission

A schedule stipulates when a flow runs and is based on the date, time, or event. You can define schedules to handle recurring events, holidays, or special situations; for example, your regular business hours or after–hours support. For more information about schedule creation in Genesys Cloud, see Schedules.

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

Unless an emergency schedule is activated, the default evaluation is Closed. If none of the defined schedules include the supplied date and time, then at runtime the flow takes the Closed output path.

Available for all flow types, use the Evaluate Schedule Group action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups. 

Name Description
Name field Use the default evaluate schedule name, or type a different name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Schedule Group Choose the schedule group to evaluate.
Emergency Group Choose the emergency group to evaluate.

(Schedule group evaluation type only)

Schedule Evaluation DateTime (UTC)

DateTime (UTC)

  • To use the current DateTime (UTC), leave the default set to Current.
  • To use a different DateTime (UTC):
    1. Click Specific.
    2. Enter the evaluation expression.

Note: If NOT_SET passes to this field, the action fails at runtime and Architect initiates flow-level error handling.

Output Active Schedules

Specify the output value for active schedules.

Define active and inactive paths

Name Description
Open Choose the action that follows if the flow occurs during the hours defined in the open schedule.
Closed Choose the action that follows if the flow does not occur during the hours defined in the closed schedule.
Holiday Choose the action that follows if the flow occurs during the hours defined in the holiday schedule.
Emergency Choose the action that follows if the flow occurs during the hours defined in the emergency schedule.

To view an example of how to create an email flow based on the organizations operating hours, see Create an email flow for open and closed schedules.