View schedule-based routing details for a call route

Prerequisites

The following permissions:

  • Architect > Flow > View 
  • Routing > Call Route > Add, Edit, View, Delete
  • Routing > Emergency Group > Edit, View
  • Routing > Schedule Group > View

You can view and access the call routing configurations that use schedule-based routing.

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

However, Genesys Cloud first evaluates emergencies or performs emergency routing, if Emergency routing is activated, before it evaluates the Holiday schedule.

  1. Click Admin.
  2. Under Routing, click Call Routing.
  3. Next to the schedule-based routing configuration you want to view, click . The configuration entry expands to display schedule and call flow assignments.
  4. To open a schedule, click the entry link. The Schedules page opens with the selected configuration.
  5. To open a call flow, click the entry link. Architect opens with the selected configuration.