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

Schedules are used for common definitions of time, which are then applied to multiple groups under multiple circumstances. A schedule stipulates when a flow runs, based upon the date, time, or event. You can define schedules to handle recurring events, holidays, or special situations, such as your regular business hours or after-hours support. 

Architect uses schedules to determine how to manage inbound and outbound interaction routing. For example, a schedule can determine which flow to execute during open or closed hours.

To manage schedules for the organization, click Admin. Under Routing, click Scheduling. On the Schedules page, you can view the list of currently active schedules and their recurrence type.

Name Description
Add Schedule Click this button to open the Create Schedule page and map a call flow to a dialed address.
Delete button After you select one or more schedules to remove, click this button. Genesys Cloud asks you to confirm your decision before deletion.
Find Schedule Begin typing the first few letters of the schedule you want to find. Genesys Cloud filters the list and narrows your selection.
Schedule Name The links in this column represent each Schedule entry. Click a link to open the Edit Schedule page and make changes to the entry.
Recurrence Type This column displays how frequently the associated schedule runs. For example, daily, weekly, monthly, yearly, one time, or a custom time set up by recurrence rules. 

More

Edit Click Edit to modify the selected schedule. 
Copy Click Copy to create a second version of the selection that you can open, rename, and modify. 
Usage Click Usage to return a list of schedule groups that contain the schedule, whether the schedule is opened or closed, and the schedule time zone.
Delete Click Delete to remove the selected schedule entry or entries. Genesys Cloud asks you to confirm your decision before deletion.

For more information about Schedules, see the tasks outlined in the following articles.

Note: For information about using schedules with Predictive Engagement, see Predictive Engagement Schedule groups.

Task Description
Create a schedule Create and configure schedule entries, including recurrence type and time span definitions.
Edit a call routing schedule Change a schedule entry’s name and recurrence specifications.
View schedules or schedule groups associated with a schedule View and access the schedule groups that include a particular schedule.
Delete a schedule Permanently remove one or more schedules not associated with a schedule group or call flow.