Schedule view

Use the schedule view to run resources in accordance with a schedule. Each schedule entry defines a start and a stop time for a campaign or a sequence. Schedules assist outbound administrators by automating when resources run.

You can view schedule entries by month, week, or by day. Schedule views indicate when each resource runs, expressed in the local time of the person viewing the schedule. You can see at a glance what is going to happen and when, in a way that makes sense from the perspective of your local time.

There’s never a need to calculate offsets between time zones. Genesys Cloud does that automatically. When you create a schedule entry, you set start and end times from the perspective of someone in their own time zone. For example, if you schedule a resource to start at 9 a.m. and stop at 6 p.m. in the Honolulu time zone, then contacts in Honolulu receive calls between 9 a.m. and 6 p.m. Honolulu time. Once you save that entry, the schedule shows start and stop times in your local time.

You can manually override schedules. When a campaign runs, administrators can manually pause it using status controls on the voice or digital campaigns tab, regardless of whether a schedule started it or not.

  • When you define a schedule entry, enter dates and times using the local time perspective of someone in the specified time zone.

  • Conversely, in the schedule page view, the system normalizes schedule dates and times to the local time of the person viewing the schedule. This process makes it easier to discern the impact that schedules have on contact center resources.

  • The start date of a schedule entry cannot be in the past. The user interface validates this condition and warns, “the start cannot be in the past.”

  • If the campaign or sequence is already started at the scheduled start time, the schedule will do nothing.

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