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, Closed Hours, or Holiday.
If Emergency routing is activated, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday schedule.
To manage schedules for the organization, click Admin. Under Routing, click Scheduling. Next, click the Schedule Groups tab. Here, you can view the list of currently active schedule groups and the schedules to which they belong.
|Add Schedule Group||Click this button to open the Schedule Group page and group individual schedules to Open, Closed, and Holiday hours.|
|Delete||After you select one or more schedules to remove, click this button. Genesys Cloud asks you to confirm your decision before deletion.|
|Search||Begin typing the first few letters of the schedule you want to find. Genesys Cloud filters the list and narrows your selection.|
|Name||The links in this column represent each schedule group. Click a link to open the Edit Schedule Group page and make changes to the entry.|
|Schedules||The links in this column represent the schedules assigned to the open, closed, and holiday schedules in this group. Click a schedule’s link to open the Edit Schedule Group page and make changes to the entry.|
|Time Zone||This column lists the time zone associated with the respective schedule group.|
For more information about Schedule Groups, see the tasks outlined in the following articles.
|Create a schedule group||Create and configure routing entries, including associated flows, telephone numbers, schedules, and schedule groups.|
|Update a schedule group||Change a schedule group’s name, schedules associated with open and closed schedules, and time zone assignments|
|View schedules or schedule groups associated with a schedule||View and access the schedule groups that include a particular schedule.|
|Delete a schedule group||Permanently remove one or more schedule groups.|