View schedule-based routing details for a call route


The following permissions:

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

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

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

Unless an emergency schedule is activated, the default evaluation is Closed.

  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.